Senior Manager - Operations - Life & Pensions - Insurance Process - BPO

Job Title: Senior Manager - Life & Pensions

Location: Mumbai

Employment Type: Full Time, Permanent

About the Role:

We are seeking an experienced and dynamic Senior Manager - Life & Pensions to lead and manage operations for insurance processes, primarily in the Life and Pensions (L&P) domain. This leadership role requires a blend of strategic oversight, team management, and client interaction to drive performance and process excellence.

Key Responsibilities:

- Lead and manage large-scale insurance operations, with a strong focus on Life & Pensions.

- Drive performance management across teams through effective monitoring, coaching, and reviews.

- Build and maintain strong client relationships, ensuring consistent service delivery and satisfaction.

- Handle all aspects of people management-from hiring and training to performance evaluation and development.

- Create and implement process improvements to enhance efficiency and meet business KPIs.

- Monitor team deliverables against set SLAs and compliance standards.

- Take ownership of customer satisfaction metrics by promoting a strong customer-first culture.

- Collaborate with cross-functional teams to manage change initiatives, ensuring timely and quality execution.

- Support team members in adapting to ambiguous or shifting priorities, ensuring resilience and productivity.

- Maintain accurate documentation, reporting, and data analysis using MS Excel, Word, and PowerPoint.

- Ensure flexibility across teams for rotational and night shifts, as needed.

Candidate Expectations:

- Experience: Minimum 12+ years in insurance operations, with at least 5 years in Life & Pensions (L&P) domain preferred.

- Proven track record in people management, with strong leadership and motivational skills.

- Demonstrated experience in client-facing roles and stakeholder communication.

- Strategic mindset with a focus on execution, quality, and compliance.

- Excellent interpersonal and networking skills.

- Proficient in MS Office tools (Excel, Word, PowerPoint).

- Ability to thrive in a fast-paced, dynamic environment with shifting priorities.

Key Skills:

- Insurance Operations (Life & Pensions)

- Client Management

- Team Leadership

- Performance Monitoring

- SLA & KPI Management

- MS Office (Excel, Word, PowerPoint)

- Process Improvement

- Shift Flexibility (including night shifts)

Industry Type: ITES / BPO / KPO

Functional Area: Insurance / Operations / Customer Management

Why Join Us?

- Take ownership of end-to-end insurance operations for a global client.

- Work in a culture that supports leadership, innovation, and customer-centricity.

- Opportunity to make a high-impact contribution to business transformation and growth.