Associate Manager – Life Insurance BPS Operations

Shashwath Solution; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Shashwath Solution seeks an Associate Manager Life Insurance BPS Operations to drive day-to-day operational excellence and client service. The role oversees daily functions, ensuring SLA/KPI adherence and continuous improvement across teams, with a focus on process optimization and escalation management.

Leading Process Associates and SMEs, you will monitor performance, coach for quality, and report insights to senior leadership.

Qualifications

• Experience in life insurance BPS/operations.
• Strong leadership and coaching skills.
• Ability to analyze and improve processes.

Responsibilities

• Lead and develop a team of Process Associates and SMEs.
• Monitor performance metrics and coach for productivity.
• Foster a motivated and engaged team environment.
• Ensure adherence to SLAs, KPIs, and contracts.
• Manage escalations and resolve client concerns promptly.
• Conduct monthly performance reviews and one-on-one sessions.
• Drive process migrations and system conversions.
• Identify gaps and drive process improvements.
• Collaborate with QA, training, and WFM for continuous improvement.
• Support automation and digitization initiatives.
• Prepare and analyze daily/weekly/monthly reports.
• Share insights with senior leadership and clients.
• Track metrics like performance, attrition, attendance.
• Maintain onshore communication for expectations and updates.

Skills

Team Leadership

Performance Monitoring

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.