Assistant Manager – Chat Process (UK Insurance) – Mumbai - GO/JC/4708/2026

Golden Opportunities; Mumbai; Sur place; INR 1 400 000 - 2 100 000; Plein temps

Résumé du poste

Golden Opportunities in Mumbai seeks an Assistant Manager– Chat Process (UK Insurance) to lead the day-to-day UK insurance chat operations from the office. You will monitor KPIs, SLA adherence, quality scores, and customer outcomes while ensuring regulatory compliance.

The role emphasizes people management, coaching, stakeholder engagement, and continuous improvement to enhance efficiency, accuracy, and customer satisfaction in a UK-centric service environment.

Qualifications

• Graduate/Postgraduate degree in any discipline.
• Lean Six Sigma / process improvement certification is preferred.
• Experience in UK Insurance Operations is required.
• Knowledge of UK insurance regulations and servicing workflows.

Responsabilités

• Process & Operations Management: Manage day-to-day operations for UK Insurance processes.
• People Management: Coach, mentor Associates/Senior Associates; set performance goals.
• Quality & Compliance: Ensure adherence to FCA guidelines, TCF, data protection, and internal controls.
• Continuous Improvement: Drive Lean, Six Sigma, automation, and process improvement initiatives.

Connaissances

UK Insurance Operations

Team Handling

KPI / SLA Management

Quality & Compliance

FCA Guidelines

TCF

Data Protection

Lean Six Sigma

Six Sigma Green Belt

Process Improvement

Formation

Graduate/Postgraduate degree

Lean Six Sigma Certification

CPA / CA / CWA

Six Sigma Green Belt

Description du poste

Job Title: Assistant Manager– Chat Process (UK Insurance)

Job Location: Mumbai

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"