Insurance Operations Manager – Job Description
Job Title - Insurance Operations Manager
Location: Gurgaon, Sector-19, Phase-5
Salary: Upto 50k inhand
Job Summary
The Insurance Operations Manager is responsible for overseeing and managing the day-to-day operations of the insurance business, ensuring efficient workflows, regulatory compliance, high-quality customer service, and achievement of operational targets. The role involves managing teams, monitoring insurance processes, coordinating with internal and external stakeholders, and continuously improving operational efficiency.
Key Responsibilities
- Manage and supervise daily insurance operations, including policy administration, endorsements, renewals, claims coordination, and customer servicing.
- Lead, coach, and monitor the performance of operations teams to achieve productivity, quality, and service-level targets.
- Ensure all insurance transactions and processes are completed accurately and within defined turnaround times.
- Monitor operational KPIs, prepare performance reports, and implement corrective actions where required.
- Ensure compliance with company policies, insurance regulations, internal controls, and applicable statutory requirements.
- Coordinate with underwriting, claims, finance, sales, customer service, and other departments to resolve operational issues.
- Manage escalations from customers, agents, brokers, and internal stakeholders and ensure timely resolution.
- Identify process gaps, operational risks, and inefficiencies and implement appropriate improvements.
- Develop and maintain standard operating procedures (SOPs), process guidelines, and quality-control measures.
- Conduct regular audits and quality checks to minimize errors, complaints, and operational risks.
- Support implementation and optimization of insurance systems, CRM platforms, and other operational tools.
- Track pending cases, policy documentation, renewals, claims-related activities, and other critical operational workflows.
- Prepare management reports covering productivity, turnaround time, service quality, backlog, complaints, and other operational metrics.
- Ensure proper documentation, record keeping, and data accuracy across insurance operations.
- Work with management to develop and execute operational strategies aligned with business objectives.
- Identify training requirements and organize coaching or development programs for team members.
Key Performance Indicators (KPIs)
- Operational productivity and efficiency
- Policy and transaction turnaround time
- Error and rework rates
- Customer satisfaction and complaint resolution
- Claims/service processing efficiency
- Team performance and productivity
- Compliance and audit performance
- Backlog and pending-case management
- Process improvement and cost optimization
Qualifications
- Bachelor’s degree in Insurance, Business Administration, Finance, Management, or a related field.
- Relevant professional certification in insurance or operations management is an advantage.
- Strong knowledge of insurance operations, policy administration, and customer servicing.
- Good understanding of insurance regulations, compliance requirements, and operational controls.
Experience
- 5–8 years of experience in insurance operations, with at least 2–3 years in a supervisory or managerial role.
- Experience managing teams and insurance operational processes.
- Experience with insurance software, CRM systems, MIS/reporting tools, and process-improvement initiatives is preferred.
Required Skills
- Leadership and team management
- Insurance operations and process management
- Problem-solving and decision-making
- Customer and stakeholder management
- Analytical and reporting skills
- Risk and compliance management
- Process improvement
- Excellent communication and interpersonal skills
- Strong knowledge of MS Office/Excel and operational reporting tools
- Ability to manage multiple priorities and meet deadlines
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
- Paid sick time
- Paid time off
Application Question(s):
- Are you immediate joiner ?
- What's your current inhand salary ?
- Our budget is upto 50k inhand, Are you okay with that ?
Education:
Experience:
- Insurance Operation : 3 years (Required)
Language:
Location:
- Gurgaon, Haryana (Required)
Work Location: In person
