Operations Leader - P&C Insurance - Voice & Back Office Process

Position: Operations Leader - P&C Insurance (Voice & Backoffice)

Key Responsibilities:

- Lead, manage, and develop large teams (100+ FTEs) with proven ability to scale operations up to 300-400 FTEs.

- Oversee both voice and back-office operations across claims and policy servicing in the auto and property insurance domain for US-based clients.

- Drive operational excellence by monitoring daily productivity during transition and BAU phases.

- Own P&L management, ensuring profitability while meeting KPIs and client expectations.

- Develop and execute process improvement, transition, and transformation initiatives to enhance efficiency and customer satisfaction.

- Manage stakeholder relationships and act as a trusted partner for business growth.

- Serve as an effective coach and mentor to direct reports, fostering talent development and cross-skilling.

- Ensure compliance with legal requirements, industry regulations, and customer quality standards.

- Prepare and monitor forecasts, workflow management, and resource planning.

- Undertake mandatory compliance training as specified by the company.

Person Specification:

- In-depth knowledge of P&C Insurance Claims and Policy Servicing (auto and property).

- Strong experience in insurance voice processes and back-office operations.

- Ability to assess and manage performance issues within large teams.

- Sound numerical, analytical, and strategic skills with proven P&L management expertise.

- Strong people management and leadership skills with experience handling 100+ FTEs.

- Excellent interpersonal and communication skills.

Education and Experience:

- Graduate/Post Graduate with 15+ years of relevant work experience in P&C Insurance operations.

- Previous experience of leading large teams (100+ FTEs) and scaling up to 300-400 FTEs.

- Experience in transition, transformation, and process improvement initiatives.

- AINS / P&C Insurance Domain Certifications, Green Belt certifications preferred.

Competencies/Skills:

- Excellent communication skills.

- Ability to work in a target-oriented environment.

- Strong people management and leadership skills.

- Ability to multitask and manage large-scale operations.

- Strong Excel and analytical skills.