Job Title: BPO Lead – Insurance Claims
Location: [Ahmedabad / Pune / On-site]
Employment Type: Full-time
Experience: 8–12 Years
Job Summary
We are seeking a highly experienced BPO Lead with strong expertise in insurance claims processing. The ideal candidate should have a proven track record of managing large teams in a BPO/KPO environment, with excellent communication skills and the ability to handle end-to-end claims operations efficiently.
This role requires strong leadership, process management, and client interaction capabilities, especially within insurance domains such as health, auto, or property claims.
Key Responsibilities
- Manage and oversee end-to-end insurance claims processing operations.
- Lead and supervise BPO teams handling claims intake, verification, adjudication, and closure.
- Ensure high-quality service delivery, meeting SLA, KPI, and TAT targets.
- Monitor team performance and provide regular feedback, coaching, and training.
- Handle client communication, reporting, and escalation management.
- Identify process improvement opportunities and implement best practices.
- Ensure compliance with regulatory and organizational standards.
- Prepare MIS reports, dashboards, and performance analytics.
- Coordinate with cross-functional teams to ensure smooth workflow and issue resolution.
Required Skills & Qualifications
- Bachelor’s degree in any relevant field (MBA preferred).
- 8+ years of experience in BPO/KPO operations with a focus on insurance claims processing.
- Proven experience managing teams (Team Lead / Manager Level).
- Strong knowledge of insurance claims lifecycle (health, auto, or property).
- Excellent verbal and written communication skills (mandatory).
- Strong leadership, people management, and decision-making abilities.
- Experience in SLA/KPI management and process optimization.
- Proficiency in MS Excel, reporting tools, and CRM systems.
Preferred Skills
- Experience working with international clients (US/UK insurance processes).
- Exposure to process transitions and migrations.
- Six Sigma / Lean certification is a plus.
Key Competencies
- Leadership and team management
- Strong communication and client handling
- Process improvement mindset
- Analytical and problem-solving skills
- Attention to detail and quality focus
What We Offer
- Opportunity to work with global insurance clients
- Leadership role in a growing BPO setup
- Career growth and team expansion opportunities
- Dynamic and professional work environment
Job Type: Full-time
Education:
Experience:
- CRM systems: 7 years (Required)
- BPO/KPO operations : 7 years (Required)
- Insurance claims processing: 7 years (Required)
- Insurance claims lifecycle : 7 years (Required)
- SLA/KPI management: 7 years (Required)
Work Location: In person
