Head of Operations

Role Overview

We are seeking an experienced and dynamic Team Leader – Insurance Operations to lead and manage a high-performing operations team. The ideal candidate should possess strong expertise in insurance processes, operational excellence, and people management, with a proven track record of driving team performance against key operational metrics.

This role requires an individual who can effectively lead teams, enhance productivity, ensure service quality, and consistently achieve business objectives while fostering a culture of continuous improvement.

Key Responsibilities

• Lead, mentor, and manage a team of insurance operations professionals to achieve business and operational goals.

• Drive team performance by monitoring and managing key operational metrics, including Average Handling Time (AHT), Service Level Agreements (SLA), Productivity, Quality, Turnaround Time (TAT), Adherence, Shrinkage, and Customer Satisfaction (CSAT).

• Conduct regular performance reviews, coaching sessions, and feedback discussions to improve individual and team effectiveness.

• Ensure timely resolution of customer escalations while maintaining high standards of service delivery.

• Analyze operational reports and performance dashboards to identify trends, gaps, and opportunities for process improvement.

• Implement initiatives to improve operational efficiency, productivity, quality, and customer experience.

• Plan and manage team schedules, attendance, leave, and resource allocation to ensure optimal workforce utilization.

• Collaborate with cross-functional teams to drive process enhancements and achieve organizational objectives.

• Ensure compliance with internal policies, regulatory requirements, and quality standards.

• Support the recruitment, onboarding, training, and development of team members.

• Prepare and present operational MIS, performance reports, and business updates to stakeholders.

Candidate Profile

• Bachelor's degree in any discipline. A postgraduate qualification will be an added advantage.

• 6–15 years of overall experience in Insurance Operations or the BFSI industry.

• Minimum 2–3 years of experience in a Team Leader or equivalent people management role.

• Strong exposure to life, health, or general insurance operations.

• Demonstrated experience in managing large operational teams and delivering business results.

• Hands-on experience in monitoring and improving operational KPIs, including AHT, SLA, Productivity, Quality, TAT, CSAT, Adherence, and Shrinkage.

• Strong analytical, problem-solving, and decision-making capabilities.

• Excellent communication, stakeholder management, and interpersonal skills.

• Proficient in Microsoft Excel, MIS reporting, and operational dashboards.