Assistant Manager - Chat Process (UK Insurance)

Golden Opportunities; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Golden Opportunities in Mumbai seeks an experienced professional to lead UK Insurance Operations, managing day-to-day processes and driving performance, quality, and compliance. The role requires deep knowledge of UK regulations and strong team leadership across a captive shared services setup.

The ideal candidate will coach Associates, monitor KPIs, and implement continuous improvement initiatives, balancing cost efficiency with service quality.

Qualifications

• 7+ years of experience in UK Insurance Operations.
• Strong understanding of UK insurance processes and servicing workflows.
• Experience in team handling, performance management, coaching, and stakeholder management.
• Knowledge of UK insurance regulations, FCA guidelines, Treating Customers Fairly (TCF), and data protection.
• Strong exposure to KPI/SLA management, quality, compliance, and process improvement.
• Good communication, analytical, and problem-solving skills.

Responsibilities

• Manage day-to-day operations for assigned UK Insurance processes.
• Monitor KPIs, SLAs, TAT, productivity, accuracy, and customer service.
• Identify process gaps, operational risks, and improvement opportunities.
• Coach and mentor Associates/Senior Associates; set performance goals.
• Conduct regular performance and coaching reviews; identify training needs.
• Ensure adherence to FCA guidelines, TCF, data protection, and internal controls.
• Review quality scores, audit findings, and customer feedback; perform RCA & CAPA.
• Drive Lean, Six Sigma, automation and process-improvement initiatives.
• Support SOPs, new process transitions and transformation initiatives.
• Identify opportunities for cost optimization, efficiency, and scalability.

Skills

UK Insurance Operations

Team Handling

Performance Management

Coaching

Stakeholder Management

KPI / SLA Management

Quality & Compliance

FCA Knowledge

Data Protection

Communication

Analytical Skills

Problem Solving

Six Sigma / Lean Six Sigma

Education

Graduate/Postgraduate degree

Job description

• Work Model: Work from Office
• Candidate Expectations: 7+ years of experience in UK Insurance Operations.
• Strong understanding of UK insurance processes and servicing workflows.
• Experience in team handling, performance management, coaching, and stakeholder management.
• Knowledge of UK insurance regulations, FCA guidelines, Treating Customers Fairly (TCF), and data protection.
• Strong exposure to KPI/SLA management, quality, compliance, and process improvement.
• Good communication, analytical, and problem-solving skills.
• Candidate Location - Anywhere in India Candidate Industry - (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)Education and Certification Qualification: Graduate/Postgraduate degree in any discipline.
• Lean Six Sigma / process improvement certification is preferred.
• Certifications Preferred: CPA / CA / CWA / Six Sigma Green Belt
• Detailed Job Description Roles and Responsibilities: Process & Operations Management Manage day-to-day operations for assigned UK Insurance processes.
• Monitor KPIs, SLAs, TAT, productivity, accuracy, and customer service.
• Identify process gaps, operational risks, and improvement opportunities.
• People Management Manage, coach, and mentor Associates/Senior Associates.
• Set performance goals and conduct regular performance and coaching reviews.
• Identify training needs and support employee skill development.
• Quality & Compliance Ensure adherence to FCA guidelines, TCF, data protection, and internal controls.
• Review quality scores, audit findings, and customer feedback.
• Perform RCA and corrective/preventive actions for identified issues.
• Continuous Improvement Drive Lean, Six Sigma, automation, and process improvement initiatives.
• Support SOP/process documentation, new process transitions, and transformation initiatives.
• Identify opportunities for cost optimization, efficiency, and scalability.
• Other Remarks Flexible working in any shifts, based on business requirements.
• Documents Mandatory - Personal, Academic and Professional.
• Key Skills UK Insurance Operations, UK Insurance, Team Handling, FCA, KPI / SLA Management, Quality & Compliance