Wipro is hiring For US Life, Pension and Annuity

Manager Life & Annuity Claims Operations (US Benefits)

Summary

The Manager is a working people manager accounting for the overall performance of the Life, AD&D and Annuity claims team. The role owns delivery against contractual SLAs, quality and productivity targets; builds and develops a team of 1520 people; manages capacity and risks; and serves as the primary operational contact for the client.

Roles & Responsibilities

1. Delivery & SLA Ownership

• Own end-to-end delivery of backlog and ongoing claims: volumes, APT, Day-5 TAT, SLA and quality
• Define measurable success indicators for the team and monitor them daily, weekly and monthly
• Understand client contract, performance measures and claim guidelines; act as an escalation point for risks and complex cases
• Run daily huddles and operational reviews; make sure work is prioritized and allocated properly

2. People Management & Development

• Lead, coach and develop a team of 1520 (SMEs, Team Leads and Processors)
• Set goals, track performance, run feedback cycles and annual appraisals, and manage pay and recognition
• Build career paths, succession and cross-training plans; address performance gaps through remediation
• Drive engagement, psychological safety, ethics and a positive team culture; manage attrition and absenteeism

3. Capacity, Resource & Workforce Planning

• Plan FTE and shift coverage from volume, APT and productive-hours assumptions
• Manage demand and supply: permanent versus contractor mix, backlog clearance ramp-up and contractor release
• Partner with HR and Talent Acquisition on demand requests, interviews, offers and joining
• Own onboarding, classroom training, certification and proficiency plans for new joiners

4. Quality, Controls & Compliance

• Establish quality framework and audit model, including maker-checker controls and validation checkpoints
• Lead RCA and corrective and preventive actions for errors and repeat issues
• Ensure compliance with HIPAA, data privacy, information security and the Code of Conduct
• Support client and internal audits; maintain current SOPs and process documentation

5. Client & Stakeholder Management

• Be the operational contact for client and onshore leadership; handle difficult conversations with balanced, solution-focused communication
• Deliver governance: weekly and monthly reviews, SLA and trend reporting, risk and issue management
• Collaborate with other managers and shared services across shores for seamless delivery

6. Continuous Improvement & Financials

• Identify process improvements, automation opportunities and effort-reduction initiatives
• Support delivery against financial targets (utilisation, cost and margin) and billing accuracy
• Stay current with industry and domain developments, and share them with the team and leadership

Qualifications & Experience

Education

• Bachelor’s degree (B.A, B.Com, B.Sc, BBA); excluded as per Wipro standard: B.Tech/BE, LLB, B.Ed, B.Sc (IT), MCA, full-time MBA, unless exceptions are approved

Required Experience

• 10–14 years in operations, including 6+ years in US healthcare/benefits/insurance claims and at least 3–4 years in US Life, AD&D or Annuity claims
• Minimum 4–5 years of people management, currently managing or having managed a team of 15–20 people (including team leads)
• Proven delivery of SLA, quality and productivity targets in a high-volume BPO or outsourced environment
• Experience in capacity planning, onboarding and training, and backlog management
• Strong client-facing skills, stakeholder governance and escalation handling
• Strong MS Office skills (Excel, PowerPoint, Word) and MIS or dashboard reporting
• Excellent written and verbal communication

Preferred Experience

• Experience in Life and Annuity claim adjudication, beneficiary and payout processes
• Experience in transitions, RCA and Lean/Six Sigma or process improvement
• Exposure to automation or AI-led productivity initiatives
• Experience in P&L, billing or financial tracking for an account

Key Competencies

• Leadership and people development
• Ownership, accountability and decision-making
• Analytical thinking and data-driven management
• Client focus and influencing
• Collaboration across shores

Work Conditions

• Shift: Primarily US time-zone hours (night shift IST), five days a week; flexibility to rotate as business requires
• Experience in US Life pension and annuity
• Work mode: Work from office – [Location: Gurugram]
• Flexibility to extend hours occasionally for business-critical needs, such as backlog clearance or audits