Lead Insurance Operations

Golden Opportunities; Pune District, Gurugram District; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Golden Opportunities in India seeks an experienced Senior Operations Leader to oversee Insurance Operations across Personal Lines, Commercial Lines, and Employee Benefits. You will manage a large, multi-layered team, drive strategic planning, and ensure client service excellence on a global scale.

The role focuses on governance, risk mitigation, and continuous improvement, including automation and Lean/Six Sigma initiatives.

Qualifications

• 10+ years of experience in Insurance Operations, Insurance Broking, Shared Services, BPO/KPO, or BPM environments.
• Minimum 5 years of documented people management experience in senior roles.
• Proven experience managing 80+ FTEs through multiple leadership layers.
• Strong expertise in Personal Lines, Commercial Lines, and/or Employee Benefits insurance operations.
• Experience in large-scale transitions, client migrations, and business transformation.
• Strong understanding of US insurance regulatory requirements, policy lifecycle management, and compliance frameworks.
• Demonstrated client stakeholder management and executive communications.
• Proven track record of improving productivity, quality, and cost optimization.
• Strong skills in workforce planning, capacity management, and performance monitoring.
• Excellent leadership, communication, and problem-solving skills.

Responsibilities

• Lead end-to-end Insurance Operations across PL, CL, and EB, ensuring operational efficiency, financial performance, and client service excellence.
• Manage a span of 80+ FTEs through Team Managers, Team Leaders, SMEs, and Associates.
• Drive strategic planning, capacity planning, productivity improvement, and operational excellence initiatives.
• Manage client relationships and serve as primary escalation point for service delivery, governance reviews, risk mitigation, and business continuity.
• Lead process transitions, client migrations, transformation programs, automation initiatives, and global standardization projects.
• Ensure adherence to SLAs, KPIs, quality standards, compliance, regulatory guidelines, and customer satisfaction targets.
• Provide leadership in performance management, succession planning, coaching, talent development, and employee engagement.
• Collaborate with senior stakeholders, carriers, brokers, and business leaders to drive process improvements.
• Monitor dashboards, financial performance, profitability, resource utilization, budgeting, and forecasting.
• Implement continuous improvement initiatives using Lean, Six Sigma, automation, and best practices.
• Lead governance meetings, client business reviews, audits, and executive reporting.
• Drive organizational change management and high-performance culture initiatives.

Skills

Insurance Operations

People management

Leadership

BPO/KPO management

US insurance regulatory knowledge

Process improvement

Stakeholder management

Cost optimization

Lean/Six Sigma

Education

Any Graduate

Job description

• Work Model: Work from Office
• Candidate Location: Anywhere in India
• Skills: Insurance Operations
• Candidate Industry: BPO / KPO
• Education: Any Graduate
• Experience: 16+ years of overall experience, with a minimum of 5 years of people management experience

Job Responsibilities

• Lead end-to-end Insurance Operations across Personal Lines (PL), Commercial Lines (CL), and Employee Benefits (EB), ensuring operational efficiency, financial performance, and client service excellence.
• Manage a span of control of 80+ FTEs through multiple layers of leadership, including Team Managers, Team Leaders, SMEs, and Associates.
• Drive strategic planning, workforce management, capacity planning, productivity improvement, and operational excellence initiatives.
• Manage client relationships and serve as the primary escalation point for service delivery, governance reviews, risk mitigation, and business continuity.
• Lead process transitions, client migrations, transformation programs, automation initiatives, and global standardization projects.
• Ensure adherence to SLAs, KPIs, quality standards, compliance requirements, regulatory guidelines, and customer satisfaction targets.
• Provide leadership in performance management, succession planning, coaching, talent development, and employee engagement.
• Collaborate with senior stakeholders, carriers, brokers, and business leaders to drive process improvements and achieve strategic business objectives.
• Monitor operational dashboards, financial performance, profitability, resource utilization, budgeting, and forecasting.
• Implement continuous improvement initiatives using Lean, Six Sigma, automation, and industry best practices.
• Lead governance meetings, client business reviews, audits, compliance reviews, and executive reporting.
• Drive organizational change management, employee retention, and high-performance culture initiatives.

Must-Have Skills

• 10+ years of overall experience in Insurance Operations, Insurance Broking, Shared Services, BPO, KPO, or Business Process Management environments.
• Minimum 5 years of documented people management experience in Team Manager, Operations Manager, Senior Operations Manager, or Service Delivery Management roles.
• Proven experience managing 80+ FTEs through multiple layers of leadership.
• Strong expertise in Personal Lines (PL), Commercial Lines (CL), and/or Employee Benefits (EB) insurance operations.
• Experience in large-scale transitions, client migrations, business transformation, and process re‑engineering.
• Strong understanding of US insurance regulatory requirements, policy lifecycle management, ACORD forms, compliance frameworks, and operational governance.
• Demonstrated experience in client stakeholder management, executive communications, and business reviews with global clients.
• Proven track record of improving productivity, quality, operational efficiency, and cost optimization.
• Strong skills in workforce planning, capacity management, resource utilization, and performance monitoring.
• Excellent leadership, communication, stakeholder management, and problem‑solving skills.