Job Description: Insurance Operations Manager / BPO Manager
Job Overview
Our Client is seeking an experienced and dynamic Insurance Operations Manager to lead their Business Process Outsourcing (BPO) operations. The ideal candidate will be a customer-centric professional responsible for supervising and coordinating complex insurance claims processes, with a strong focus on travel insurance operations.
Key Responsibilities
- Oversee all BPO business operations, ensuring alignment with customer needs and expectations
- Manage and improve operational processes, with a primary focus on travel insurance claims
- Develop and maintain strong relationships with customers and internal teams
- Ensure high-quality service delivery that meets or exceeds service level agreements (SLAs)
- Coordinate staff availability and language requirements across multiple platforms
- Participate in onboarding new customers and serve as the primary point of contact for commercial teams
- Contribute to business development projects and stay current with industry trends
- Prepare statistics and presentations for regular monitoring meetings
- Participate in strategic meetings with clients and management
- Support internal automation and process improvement initiatives
Daily Responsibilities
- Respond to customer inquiries with exceptional communication skills
- Maintain high standards of grammar and verbal communication
- Coordinate strategic client meetings
- Track financial flows and customer account balances
- Propose and implement long-term operational targets
- Manage tasks related to disaster recovery and business continuity plans
- Potential international travel may be required
Requirements
Required Experience
- Bachelor's degree
- Minimum 5 years of experience in BPO center management
- 3+ years of claims and management experience
- Strong understanding of insurance operational policies and procedures
- Proven experience in project planning and development
- Demonstrated ability to organize and delegate assignments
Technical Skills
- Full computer literacy, especially in Microsoft Office tools
- Reporting skills
- Proficiency with standard business software
Soft Skills
- Customer service and solution-oriented approach
- Exceptional attention to detail
- Strong strategic thinking capabilities
- Excellent communication and interpersonal skills
- Adaptability and flexibility
- High emotional intelligence
- Analytical mindset
- Ability to work effectively under pressure
Language Requirements
- Native or high-advanced English proficiency
- Additional language skills are advantageous
- Ability to work in a multilingual, multicultural environment
Personal Characteristics
- Strong decision-maker
- Excellent team player
- Proactive and able to take initiative
- Quick learner
- Adaptable to different situations
- Objective and discerning
- Confident in handling challenging circumstances
Benefits
- Competitive salary range: CTC R70k - R75k PM
- Permanent position
- Comprehensive benefits package
- Opportunity to work with international teams and clients
