Job Description: The Role involve D2D operations, driving service delivery, ensuring SLA/KPI compliance, handling escalations, supporting team development, and identifying opportunities for process improvement. The incumbent will work closely with internal and external stakeholders to deliver high-quality outcomes and contribute to business growth and customer satisfaction.

Responsibilities: Manage daily operations and ensure SLA/KPI adherence.

Drive productivity, quality, and process excellence.

Handle client and stakeholder communications.

Mentor, coach, and develop team members.

Support hiring, training, and succession planning initiatives.

Analyse performance metrics and implement improvement actions.

Manage escalations, risks, and compliance requirements.

Identify and implement automation and process improvement opportunities.

Manage Attrition and Shrinkage

Qualifications: Graduate or Postgraduate degree from a recognised university.

5+ years of experience in Lloyd's/London Market insurance operations, with relevant claims management experience.





Strong understanding of the end-to-end claims lifecycle within the Lloyd's Market.

Hands-on experience with ECF, claims processing, and Claims Bordereaux (BDX) review and validation.

Experience in claims reserve updates, indemnity payments, fees processing, and manual payment handling.

Proven experience working with TPAs, Coverholders, brokers, underwriters, and claims handlers.

Excellent verbal and written communication skills with strong stakeholder management capabilities.

Solid analytical, problem-solving, and decision-making skills.

Proficiency in MS Excel, PowerPoint, Outlook, and insurance processing systems.

Ability to manage teams, handle client interactions, and drive continuous improvement initiatives.

Preferred

Experience in managing client-facing claims operations teams.

Exposure to process transitions, governance forums, and business expansion initiatives.

Knowledge of Lloyd's Market systems and claims-related platforms.

📌 Assistant Manager (Pune)
🏢 EXL Service
📍 Pune