Manager Operations

Job Requirements & Responsibilities

Qualifications & Experience:

Education: Minimum Graduate/Post Graduate .
Preferred Qualifications: Operations/Business Management with expertise in Disability Claims Operations .
Experience:

• Minimum 12 years in Customer Service Operations (North America Non-Voice Ops, preferably in Disability Insurance).
• Currently working as a Manager or equivalent designation for over 1 year .

Key Responsibilities:

Service Delivery & Team Management

Track and report all process metrics (Operational SLA & KPI) to enhance process adherence.
Reduce delivery variations through Root Cause Analysis (RCA) and Continuous Improvement initiatives.
Implement Operations Volume & Capacity Forecasting Models to manage demand efficiently.
Strengthen process governance and maintain effective partner communication .
Develop strategies for process optimization, quality improvement, and enhanced customer experience using Lean & Six Sigma methodologies.
Ensure compliance with policies, regulations, and audit requirements , achieving at least a satisfactory audit rating.

Workforce & Employee Engagement

Strengthen talent acquisition by attracting and hiring a high-performing workforce.
Maintain employee retention of at least 80% by enhancing engagement and implementing best HR practices.
Drive a minimum 5% job rotation to encourage skill development and career growth.

Ready to lead and transform service delivery? Join us!

Claims Management, Disabilities