Sr Manager- Insurance Operations

BluePond AI

Website: bluepond.ai
Job details:

BluePond.AI is a Gen-AI-powered PaaS startup helping organizations in the Insurance industry drive operational excellence.

We are looking for a Senior Manager, Insurance Operations, to lead and scale insurance operations in our Chennai branch, with a strong focus on service delivery, operational excellence, stakeholder management, and team leadership across high-volume insurance processes.

The role requires deep expertise in commercial insurance operations, strong people leadership, and the ability to improve workflows through technology, analytics, and Gen-AI-enabled solutions while maintaining quality, compliance, and client satisfaction.

Base location : Chennai

Key Responsibilities:

• Lead, mentor, and manage insurance operations teams, including analysts, senior analysts, team leads, and subject matter experts, while fostering a high-performance and accountable work culture.
• Oversee end-to-end insurance operations processes, including policy issuance, policy checking, endorsements, certificates of insurance, renewals, claims, cancellations, and related back-office activities, ensuring accuracy, completeness, and timeliness.
• Handle and govern 50+ insurance operations processes or workflow streams, ensuring consistent delivery against client requirements, internal controls, and business priorities.
• Define, monitor, and report key performance indicators (KPIs), service level agreements (SLAs), productivity metrics, quality benchmarks, and capacity plans for Chennai operations.
• Develop, implement, and optimize operational processes and workflows to improve efficiency, scalability, turnaround time, and service quality, including the use of Gen-AI, automation, and analytics where applicable.
• Establish and maintain quality control frameworks and conduct regular audits to ensure adherence to client specifications, industry standards, regulatory requirements, and internal policies.
• Manage escalated client issues, complex operational exceptions, and service delivery challenges, ensuring timely resolution and high stakeholder satisfaction.
• Collaborate closely with internal teams including Product, Technology, Sales, and Client Success to support seamless service delivery and provide operational insights for product and process improvements.
• Drive continuous improvement initiatives, identify bottlenecks, eliminate inefficiencies, and support transformation programs across insurance operations.
• Lead hiring, onboarding, training, performance management, and capability development for the Chennai operations team.
• Manage operational risks and ensure compliance with applicable client, regulatory, information security, and company standards.
• Contribute to strategic planning for the operations function, including workforce planning, transition support, resource allocation, and technology adoption.

Preferred Qualifications:

• 15+ years of progressive experience in insurance operations, with strong exposure to commercial insurance processes and service delivery leadership.
• Property and Casualty (P&C) insurance experience is preferred.
• Proven experience in handling 50+ insurance operations processes, workflow streams, or operational activities in a structured delivery environment.
• Excellent verbal and written communication, analytical thinking, problem-solving, decision-making, and interpersonal skills.
• Ability to operate effectively in a fast-paced, technology-driven environment with global stakeholder interactions.
• Significant experience in people management, team leadership, stakeholder engagement, and operational governance.
• Bachelor’s degree in Business Administration, Insurance, Finance, Commerce, or a related field; a master’s degree or advanced studies will be an advantage.
• Exposure to AI, automation, workflow tools, or digital transformation initiatives in insurance operations.
• Professional certifications in insurance, operations, quality, or process excellence will be an advantage.

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