Role & responsibilities:

Reporting & KPIs:

- Own production and distribution of recurring KPI reports covering task turnaround, service levels, and team performance across the policy lifecycle.

- Compile and maintain the Task Report (open and closed tasks in EZlynx), Missed Calls Report, Renewal Book-of-Business tracking, and New Business Report on a defined cadence.

- Track Inspection Recommendation status and follow-through ensuring flagged recommendations get actioned, not just logged.

- Maintain an Aging Task view - tasks open beyond expected turnaround - as a standing input to team-lead check-ins.

- Review Coverage Compliance Verification reports against the agency's compliance matrix, flagging gaps before they become E&O exposure.

- Track client relationship health through data signals - renewal retention, complaint volume, response times - flagging accounts showing early signs of cooling.

- Maintain HR-adjacent reporting - attendance, training completion, disciplinary tracking - in coordination with back-office leadership.

- Flag trends, bottlenecks, and process gaps to the Operations Manager before they become client-facing issues.

Preferred candidate profile:

Coordination & Relationships:

- Build and maintain working relationships with both team leads and individual CRMs/processors - the numbers only tell half the story; this role is about understanding the reasoning behind an open task, a missed call, or a stalled inspection recommendation, not just counting them.

- Run regular check-ins with back-office team leads and SMEs on service levels, open issues, and workload; go directly to the individual handling a specific item when it needs unpacking.

- When a task stalls, dig into why, work with the person handling it to help move it forward, and flag upward only what genuinely can't be resolved at this level - the goal is fewer routine issues landing on the Agency Manager's desk, not more.

- Act as the primary operational point of contact between the Operations Manager and day-to-day back-office activity, translating priorities in both directions.

- Support the Operations Manager and Agency Manager with ad hoc analysis, meeting prep, and follow-through on action items.

Process:

- Monitor adherence to documented SOPs - task notation standards, EZlynx labeling protocols, folder structure - and flag systemic gaps.

- Maintain and improve the reporting templates and tracking sheets used across the back office.

- 5+ years in BPO/shared-services operations, including experience leading a team (role itself stays individual contributor - the experience buys credibility with team leads, not authority over them).

- Comfortable building rapport with both team leads and individual staff - without formal authority, trust is the actual lever this role runs on.

- Bachelor's degree in Commerce, Business, or a related field.

- Hindi required; additional languages a plus. English needed for internal reporting and coordination, not client-facing communication.

- Evening/night IST shift, overlapping US business hours.

- Strong Excel skills (pivot tables, dashboards) required; EZlynx or a comparable agency/policy management system, and Power BI/Tableau or similar, are a plus but not required.

- Track record of building and presenting operational or KPI reporting to leadership.

- Experience facilitating cross-functional meetings and driving follow-through, even without formal direct reports.

- Open on notice period for the right candidate.