Associate Manager - E-consult Operations

TATA 1 MG; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

TATA 1 MG in Gurgaon, Haryana is seeking an Associate Manager - Operations (Insurance) to oversee day-to-day operations across client accounts. The role requires leading cross-functional teams, driving SLA adherence, and delivering MIS-driven insights to support strategic decisions.

The ideal candidate has 8–9 years of experience in Insurance operations, strong leadership, and a proven track record in process optimization, data integrity, and client relationship management within a fast-paced

Qualifications

• 8–9 years of experience in Operations with mandatory Insurance industry experience.
• Experience leading Operations, Quality, and Customer Support teams.
• Strong SLA management and operational metrics expertise.
• Expertise in MIS reporting, data analysis, and dashboards.
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP).
• Excellent client relationship and stakeholder management.
• Strong communication, presentation, and leadership abilities.

Responsibilities

• Manage client relationships and ensure high customer satisfaction.
• Drive SLA adherence and monitor performance across processes.
• Lead Operations, QC, and CS teams to meet objectives.
• Monitor KPIs: productivity, quality, TAT, utilization.
• Prepare and present operational dashboards and reports in Excel.
• Ensure data integrity and timely reporting.
• Identify process improvement opportunities and implement best practices.
• Collaborate with stakeholders to ensure smooth execution.
• Coach and develop team members.

Skills

Leadership

Analytical skills

MIS reporting

Client management

Process optimization

Advanced Excel

Education

Bachelor's degree

MBA preferred

Tools

Pivot Tables

VLOOKUP/XLOOKUP

Job description

Designation: Associate Manager - Full Time

Role: Associate Manager - Operations (Insurance)

Department:Operations (eConsult Operations)

Location: Gurgaon, Haryana

Role Overview

We are looking for an experienced Associate Manager - Operations with mandatory Insurance industry experience to lead day-to-day operations and ensure operational excellence across client accounts. The role involves managing cross-functional teams, monitoring operational performance, driving SLA adherence, maintaining data accuracy, and ensuring seamless service delivery. The ideal candidate should possess strong leadership capabilities, analytical skills, and expertise in MIS reporting, client management, and process optimization.

Key Responsibilities

• Manage client relationships and ensure high levels of customer satisfaction.
• Drive SLA adherence and monitor operational performance across all assigned processes.
• Lead Operations, Quality (QC), and Customer Support (CS) teams to achieve business objectives.
• Monitor productivity, quality, turnaround time (TAT), utilization, and other operational KPIs.
• Manage operational data, ensure data accuracy, maintain MIS reports, and generate actionable insights for business decisions.
• Prepare, analyze, and present operational dashboards and reports using Microsoft Excel.
• Ensure data integrity, confidentiality, and timely reporting in accordance with organizational standards.
• Drive operational targets and ensure achievement of business goals.
• Handle client and operational escalations with timely resolution and effective communication.
• Identify opportunities for process improvement and implement best practices to enhance operational efficiency.
• Collaborate with internal stakeholders to ensure smooth execution of operational activities.
• Coach, mentor, and develop team members to build a high-performing and engaged team.

Desired Candidate Profile

• Bachelor's degree in any discipline; MBA preferred.
• 8-9 years of experience in Operations with mandatory Insurance industry experience.
• Proven experience in managing Operations, Quality, and Customer Support teams.
• Strong understanding of SLA management, operational metrics, and service delivery.
• Expertise in MIS reporting, data analysis, and operational dashboards.
• Advanced proficiency in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas, dashboards, and reporting.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent client relationship management and stakeholder management abilities.
• Effective communication, presentation, and team leadership skills.
• Ability to manage multiple priorities in a fast-paced environment while ensuring operational excellence.

Key Performance Indicators (KPIs)

• SLA Adherence
• Productivity Quality
• Turnaround Time (TAT)
• Data Accuracy MIS Timeliness
• Client Satisfaction (CSAT)
• Target Achievement
• Team Performance Engagement
• Process Compliance

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.