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Senior Operations Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Role Purpose:

The Senior Operations Manager supports the delivery of excellent policy administration services. The role will require familiarity with the business, systems, workflow and interaction with onshore clients.  This role will be responsible in managing transitions in and out of SSU, review and assess capacity and actively interact with onshore counterparts/business partners.  The role will also require managing teams and reviewing performance of team and align with business requirements.

Key Responsibilities:

  • Strategic Planning and Change Management
    • Work closely with onshore counterparts to manage local and onshore project deliverables, as part of the overall business change agenda. Manage day-to-day KPI / SLAs
    • Manage to allocated budget
    • Responsible for the local operational team resourcing plan.
    • Work with business partners to understand priorities and embed them into operational strategic planning within Customer Operations
  • Leadership
    • Manage, motivate, lead and develop staff for great performance and engagement of the overall Policy Admin team
    • Provide leadership support and coaching to Managers, and/or Team Leaders, with regular one-2-one, performance checking and setting expectations.
    • Manage team in a progress approach – e.g. Daily Stand Up meetings; Drive Continuous Improvement
  • Performance Management
    • Work with Managers and Team Leaders on action taken to address the cause of customer dissatisfaction, identified via customer feedback.
    • Accountable on delivery of agreed Service Level agreement with the business
    • Ensures the attainment of client specified KPIs and targets, working closely with Managers and Team Leaders to ensure client specific metrics are achieved.
  • Business Partner Engagement
    • Establish a strong connection with Leadership and team members within the businesses that the operational team support.
    • Act as strong contributor on leadership forums and business meetings, ensuring alignment on common agenda items.
    • Partner with key groups to ensure delivery of excellent policy administration work which includes but not limited to collaboration with Process Improvement team, Business and Operations Onshore
  • Continuous Improvement
    • Set and meet targets for Continuous improvement that bring value to the business and are aligned to the business strategic focus.
    • Work in partnership with Process Improvement team to optimize the service delivery and identify opportunities for continuous improvement, in compliance with the design and change request process.
  • Compliance Management
    • Ensure adherence to local and regional compliance rules
  • Operational and Risk Management
    • Oversight of all necessary resources in order to deliver efficient operational performance.
    • Create scalable production capability that is aligned with the strategic objectives of the organization.
    • Ensure compliance with all regulatory requirements.
    • Ensure that the team operates within the company’s risk framework while enforcing best practices


  • Insurance Industry and/or BPO experience in a financial of at least 10 years, with Commercial Lines Non-Life strongly preferred
  • Management experience of at least 5 to 7 yrs
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Leadership and results-oriented
  • Motivational Skills which includes individual or group coaching
  • Customer Service skills a must
  • Experience in managing simultaneous change management initiatives & projects at the same time manages multiple priorities.
  • Able to apply continuous improvement behaviors to lead improvement initiatives
  • College degree or equivalent
  • Postgraduate preferred but not required
  • LEAN management experience strongly preferred