Associate Manager – Life Insurance BPS Operations

Shashwath Solution; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Shashwath Solution in India seeks an Associate Manager Life Insurance BPS Operations to drive day-to-day operational excellence, oversee teams, and ensure client service standards.

You will monitor performance metrics, manage escalations, and collaborate across functions to deliver high-quality outcomes aligned with client contracts.

This role emphasizes process migrations, automation support, and continuous improvement, with regular reporting to leadership.

Qualifications

• Proven ability to lead and develop teams in a BPS operations setting.
• Strong focus on meeting SLAs and KPIs for life insurance processes.
• Experience with process migrations and system conversions.
• Proficient in generating daily/weekly/monthly performance reports.

Responsibilities

• Lead and mentor a team of associates and SMEs to deliver high-quality outcomes.
• Monitor performance against SLAs and KPIs; drive coaching sessions monthly.
• Identify gaps and drive process improvement and digitization initiatives.
• Prepare operational reports and share insights with leadership and clients.
• Maintain clear communication with onshore teams to align expectations.

Skills

Team Leadership

Operational Excellence

Process Improvement

Reporting & Analytics

Client Communication

Job description

We are seeking a highly motivated, dedicated, and detail-oriented individual to join our team as an Associate Manager Life Insurance BPS Operations. This role is pivotal in driving day‑to‑day operational excellence, ensuring seamless business operations, and delivering exceptional client service.

The Associate Manager will be responsible for overseeing daily functions, maintaining service level compliance, and fostering a culture of continuous improvement. Key responsibilities include leading and supporting teams, monitoring performance metrics, enhancing processes, and collaborating across functions to ensure high-quality outcomes aligned with business goals.

Key Responsibilities includes:

1. Team Leadership & Development

   Lead, mentor, and manage a team comprising Process Associates and SME.

   Monitor individual and team performance, offering regular coaching and support to enhance productivity and quality.

   Foster a positive, motivated, and engaged team environment.

2. Operational Management

   Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.

   Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.

   Conduct regular performance evaluations and monthly one‑on‑one sessions.

   Bring hands‑on experience in managing process migrations and system conversions.

3. Process Optimization

   Identify gaps and opportunities for process improvement and efficiency.

   Collaborate closely with quality, training, and workforce management teams to drive continuous improvement.

   Support automation and digitization initiatives wherever applicable.

4. Reporting & Insights

   Prepare and analyze daily, weekly, and monthly operational reports.

   Share actionable insights and strategic recommendations with senior leadership and clients.

   Track and report key metrics such as team performance, attrition, and attendance.

5. Client Communication

   Maintain regular communication with onshore counterparts to align on expectations, process updates, and changes.