Job Description: Insurance Operations Manager / BPO ManagerJob OverviewOur 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 ResponsibilitiesOversee all BPO business operations, ensuring alignment with customer needs and expectationsManage and improve operational processes, with a primary focus on travel insurance claimsDevelop and maintain strong relationships with customers and internal teamsEnsure high-quality service delivery that meets or exceeds service level agreements (SLAs)Coordinate staff availability and language requirements across multiple platformsParticipate in onboarding new customers and serve as the primary point of contact for commercial teamsContribute to business development projects and stay current with industry trendsPrepare statistics and presentations for regular monitoring meetingsParticipate in strategic meetings with clients and managementSupport internal automation and process improvement initiativesDaily ResponsibilitiesRespond to customer inquiries with exceptional communication skillsMaintain high standards of grammar and verbal communicationCoordinate strategic client meetingsTrack financial flows and customer account balancesPropose and implement long-term operational targetsManage tasks related to disaster recovery and business continuity plansPotential international travel may be requiredRequirementsRequired ExperienceBachelor's degreeMinimum 5 years of experience in BPO center management3+ years of claims and management experienceStrong understanding of insurance operational policies and proceduresProven experience in project planning and developmentDemonstrated ability to organize and delegate assignmentsTechnical SkillsFull computer literacy, especially in Microsoft Office toolsReporting skillsProficiency with standard business softwareSoft SkillsCustomer service and solution-oriented approachExceptional attention to detailStrong strategic thinking capabilitiesExcellent communication and interpersonal skillsAdaptability and flexibilityHigh emotional intelligenceAnalytical mindsetAbility to work effectively under pressureLanguage RequirementsNative or high-advanced English proficiencyAdditional language skills are advantageousAbility to work in a multilingual, multicultural environmentPersonal CharacteristicsStrong decision-makerExcellent team playerProactive and able to take initiativeQuick learnerAdaptable to different situationsObjective and discerningConfident in handling challenging circumstancesBenefitsCompetitive salary range: CTC R70k - R90k PMPermanent positionComprehensive benefits packageOpportunity to work with international teams and clients
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