Job Title: Assistant Manager– Chat Process (UK Insurance) Job Location: Mumbai Work Model: Work from Office Candidate Expectations 7+ years of experience in UK Insurance Operations .

Strong understanding of UK insurance processes and servicing workflows .

Experience in team handling, performance management, coaching, and stakeholder management .

Knowledge of UK insurance regulations, FCA guidelines, Treating Customers Fairly (TCF), and data protection .

Strong exposure to KPI/SLA management, quality, compliance, and process improvement .

Good communication, analytical, and problem-solving skills..

Candidate Location - Anywhere in India Candidate Industry - (BPO / KPO / GBS / GCC / GSS / Captive Shared Services) Education and Certification Qualification Graduate/Postgraduate degree in any discipline.

Lean Six Sigma / process improvement certification is preferred.

Certifications Preferred: CPA / CA / CWA / Six Sigma Green Belt

Detailed Roles and Responsibilities: Process & Operations Management

- Manage day-to-day operations for assigned UK Insurance processes.
- Monitor KPIs, SLAs, TAT, productivity, accuracy, and customer service.
- Identify process gaps,



operational risks, and improvement opportunities.

People Management

- Manage, coach, and mentor Associates/Senior Associates.
- Set performance goals and conduct regular performance and coaching reviews.
- Identify training needs and support employee skill development.

Quality & Compliance

- Ensure adherence to FCA guidelines, TCF, data protection, and internal controls.
- Review quality scores, audit findings, and customer feedback.
- Perform RCA and corrective/preventive actions for identified issues.

Continuous Improvement

- Drive Lean, Six Sigma, automation, and process improvement initiatives.
- Support SOP/process documentation, new process transitions, and transformation initiatives.
- Identify opportunities for cost optimization, efficiency, and scalability.

Other Remarks Adaptable working in any shifts, based on business requirements. Documents Mandatory - Personal, Academic and Professional.

Key Skills UK Insurance Operations, UK Insurance, Team Handling, FCA, KPI / SLA Management, Quality & Compliance"

📌 Assistant Manager – Chat Process (UK Insurance) – Mumbai - GO/JC/4708/2026
🏢 Golden Opportunities
📍 Mumbai