Operations Manager

Job Summary

We are seeking an experienced Operations Manager to lead UK General Insurance (GI) / Motor Insurance operations within a BPO environment. The ideal candidate must have prior hands-on experience working in UK insurance, specifically within GI or Motor insurance processes.

Full Location: Bengaluru, IN

Job Category: Customer Service Management

Job Location: Bengaluru, IN

Location: India

Industry: Insurance BPO (UK Market)

Shift: Rotational Shifts (Aligned to UK Time Zone)

Work Mode: Work From Office

Responsibilities

Operational Leadership

• Manage overall service delivery for UK GI / Motor insurance accounts.
• Ensure SLAs, KPIs, and productivity targets are consistently achieved.
• Monitor operational performance, quality metrics, and turnaround times.
• Drive operational efficiency and process stability.
• Manage capacity planning, forecasting, and workforce allocation.
• Leverage understanding of UK General Insurance and Motor insurance lifecycle to guide teams.
• Support resolution of complex cases and escalations.
• Maintain awareness of FCA guidelines and UK insurance compliance requirements.

Team Management

• Lead, coach, and develop Team Leaders and frontline staff.
• Set clear performance expectations and conduct regular reviews.
• Drive engagement, productivity, and retention within the team.
• Ensure adequate shift coverage under rotational shift model.

Client Governance Management

• Act as primary operational contact for UK clients.
• Participate in governance calls and performance reviews.
• Present operational dashboards and improvement plans.
• Manage client escalations and ensure timely resolution.

Quality Compliance

• Ensure adherence to UK regulatory standards including FCA and Consumer Duty principles.
• Maintain strong quality control mechanisms.
• Support internal and external audits.
• Drive continuous improvement initiatives to reduce errors and enhance service quality.

Requirements

• Bachelor s degree in Business, Finance, or related field.
• 10-14 years of overall experience, with strong exposure to UK General Insurance / Motor insurance.
• Minimum 4-6 years in a leadership role within Insurance operations.
• Prior experience in an Insurance BPO / shared services setup preferred.
• Strong understanding of UK insurance regulatory environment.
• Proven ability to manage large teams and drive operational performance.
• Strong analytical, reporting, and stakeholder management skills.
• Willingness to work rotational shifts and from office.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.