Insurance Operations Manager

ERGO Technology & Services; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

ERGO Technology & Services is seeking an experienced leader to drive the end-to-end transition of life insurance operations from Europe to India, ensuring seamless business continuity and robust risk mitigation. You will build a capable India-based team, manage SLA/KPI alignment, and ensure strict regulatory adherence across EU and Indian markets.

Responsibilities include policy servicing, claims processing, underwriting support, and customer service, with a focus on process automation and

Qualifications

• 8+ years of experience in life insurance operations with 3+ years in a leadership role.
• Proven track record in large-scale service transitions or migrations.
• Strong understanding of life insurance products, policy servicing, claims, and regulatory compliance (EU & Indian).
• Exceptional stakeholder management with cross-geography collaboration.
• Experience in re-engineering, automation tools, and operational excellence (Lean, Six Sigma).
• Excellent communication, negotiation and change management skills.
• Willingness to travel abroad for long durations as needed.

Responsibilities

• Lead end-to-end transition of life insurance operational processes from Europe to India with zero disruption.
• Develop and execute a detailed transition plan including knowledge transfer, process docs, and risk mitigation.
• Align SLAs and KPIs with stakeholders and ensure regulatory compliance.
• Build and mentor an operations team in India with a culture of accountability and quality.
• Oversee policy administration, claims processing, underwriting support and customer service.
• Implement process automation and technology to boost efficiency and accuracy.
• Monitor metrics, identify gaps, and drive corrective actions to meet targets.
• Serve as primary escalation point during and after transition; ensure adherence to timelines.

Skills

Leadership

Stakeholder management

Process re-engineering

Automation tools

Lean Six Sigma

Communication

Change management

Travel readiness

Education

Bachelors or Masters degree in Science/Commerce/Arts/Insurance

Masters in Science welcome

Tools

Outlook

PowerPoint

Word

Excel

AI Tools

Presentation Skills

Job description

Role & responsibilities :

• Lead the end-to-end transition of life insurance operational processes from Group Companies situated in Europe to India, ensuring zero disruption to business continuity.
• Develop and execute a detailed transition plan, including knowledge transfer, process documentation, and risk mitigation strategies.
• Collaborate with stakeholders to align on service-level agreements (SLAs) & Key Performance Indicators (KPIs) and ensure adherence to compliance requirements of the Group & Indian operations
• Build and mentor a skilled operations team in India, fostering a culture of accountability, quality, and continuous improvement.
• Oversee day-to-day life insurance operations such as - policy administration, claims processing, underwriting support, and customer serviceensuring adherence to regulatory standards.
• Implement process automation and technology solutions to improve efficiency and accuracy
• Monitor performance metrics, identify gaps, and drive corrective actions to meet or exceed targets.
• Serve as the primary escalation point for operational issues during and after the transition phase
• Ensure at all time adherence to Group & Local Regulatory and Internal requirements
• Ensure adherence to agreed timelines for any delivery

Prepare documents/reports and assist Leadership Team as and when advised

Key Competencies & Skills

• 8+ years of experience in life insurance operations, with at least 3 years in a leadership role
• Proven track record in managing large-scale service transitions or migrations, preferably in a global insurance or financial services environment
• Strong understanding of life insurance products, policy servicing, claims, and regulatory compliance (EU and Indian markets)
• Exceptional stakeholder management skills, with the ability to influence across geographies and cultures.
• Experience in process re-engineering, automation tools, and operational excellence frameworks (e.g., Lean, Six Sigma)
• Excellent communication, negotiation, and change management skills
• Resilience, adaptability, and a solutions-focused mindset

Can travel abroad and has ability to stay for long durations also as and when required.

Key Competencies & Skills required

Technical:

• Proficiency of standard office software (Outlook, PowerPoint, Word, Excel, usage of AI Tools, Presentation Skills )

Good to have skills:

• Solid knowledge of private health insurance systems
• High level of interest in medicine
• Knowledge of German and/or Dutch language

Behavioral Skills:

• High service and customer orientation
• Dedication to excellent customer service delivery
• Social competence, empathy, teamwork skills, independence, initiative, and a sense of responsibility
• Willingness to learn and passion to develop team, flexibility, and readiness for change

Soft Skills:

• Proficient in English Written and Verbal
• Preferably has basic certifications in Dutch and/or German Language

Previous Experience & Qualifications

Education/Qualification:

• Bachelors or Masters degree in Science/Commerce/Arts/Insurance
• People who have completed their Masters in Science can also apply

Knowledge & Experience:

• Candidate should have experience upto 13-18 years