Associate Manager – Life Insurance BPS Operations

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

Job summary

Shashwath Solution in Pune seeks an Associate Manager Life Insurance BPS Operations to oversee day-to-day operations, ensuring SLA compliance and superior client service. The role emphasizes leading teams, driving process improvements, and delivering timely performance insights.

You will collaborate across functions, manage escalations, and support migrations and digitization initiatives to sustain operational excellence and client satisfaction.

Responsibilities

• Lead, mentor, and manage a team comprising Process Associates and SME; monitor performance and provide coaching to enhance productivity and quality; foster a positive, motivated team environment.
• Ensure 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 one-on-one sessions; bring hands-on experience in process migrations and system conversions.
• Identify gaps and opportunities for process improvement; collaborate with quality, training, and workforce management teams to drive continuous improvement; support automation and digitization initiatives wherever applicable.
• Prepare and analyze daily, weekly, and monthly operational reports; share actionable insights and strategic recommendations with senior leadership and clients; track metrics such as team performance, attrition, and attendance.
• Maintain regular communication with onshore counterparts to align on expectations, process updates, and changes.

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.