Insurance Operations Supervisor

Infosys McCamish Systems; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Infosys BPM Limited in Atlanta is seeking an Offshore Performance Manager to ensure offshore teams meet SLAs, KPIs, and regulatory standards. You will monitor performance, coach team members, and coordinate with internal departments to resolve process issues.

Responsibilities include developing SOPs, maintaining regulatory compliance, delivering regular vendor performance reports, and supporting business continuity planning across workstreams. Strong leadership and communication are essential.

Qualifications

• Bachelor's degree required.
• Minimum 2 years of experience in insurance operations, offshore team management, or a related supervisory role.
• 5–10 years of insurance and leadership experience preferred.
• Strong leadership, interpersonal and consultative skills.

Responsibilities

• Monitor offshore team performance against SLAs and KPIs.
• Provide coaching to offshore team members.
• Collaborate with internal departments to communicate needs and resolve process issues.
• Assist in development and periodic review of Standard Operating Procedures.
• Ensure offshore teams follow SOPs and comply with regulatory requirements.
• Escalate issues and assist in mitigating key risks.
• Provide weekly and monthly reporting on production, quality, and vendor performance.
• Liaise with offshore teams to document current state for knowledge transfer.
• Assist in developing Business Continuity Plans for each workstream.
• Conduct regular reviews and internal audits to ensure quality benchmarks.

Skills

Leadership

Communication

Analytical thinking

Coaching

Process improvement

Education

Bachelor's degree

Tools

Microsoft Word

Excel

PowerPoint

Teams

Job description

This role will be responsible for ensuring that offshore teams meet performance expectations, adhere to service level agreements, meet key performance indicators, and are complying with regulatory requirements and internal operational standards.

Job Duties

• Monitor and evaluate offshore team performance against service level agreements and key performance indicators
• Provide constructive feedback and coaching to offshore team members
• Collaborate with internal business departments to communicate needs and resolve process issues
• Assist in the development and periodic review of Standard Operating Procedures
• Ensure offshore teams follow documented Standard Operating Procedures and remain compliant with regulatory and operational requirements
• Escalate any issues, risks, concerns or other findings to the appropriate levels and assist in the development of processes and procedures that will eliminate key risks identified
• Provide weekly and monthly reporting on production, quality, and overall vendor performance
• Liaison with offshore teams to document current state for effective knowledge transfer
• Assist in the development of Business Continuity Plans for each workstream
• Conduct regular reviews and help establish internal audits of offshore teams to ensure quality benchmarks are met and turnaround time metrics are achieved

Qualifications

Basic

• Bachelor's degree required
• Minimum 2 years of experience in insurance operations, offshore team management, or a related supervisory role

Preferred

• 5 to 10 years of insurance and leadership experience
• Strong knowledge of insurance processes (e.g. binding, policy issuance, audits, endorsements)
• Excellent leadership, interpersonal, and consultative skills
• Highly collaborative with demonstrated ability to build strong relationships
• Strong written and verbal communication and presentation skills with demonstrated negotiation and influencing ability
• Solid organizational, analytical, and critical thinking skills
• Highly resourceful with outstanding problem-solving skills
• Strong attention to detail and ability to manage multiple priorities
• Proficient in Microsoft desktop tools and other technologies (Microsoft Word, Excel, PowerPoint, Teams, Internet Explorer)

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists