Chief Manager – Operations (Customer Service)

Role Overview :

The Chief Manager Operations will be responsible for leading large-scale insurance operations, driving operational excellence through strategic initiatives, digital transformation, and data-driven governance. The role demands strong leadership, an ability to influence cross-functional teams, and a focus on delivering superior customer experience through efficient processes and empowered teams.

Key Responsibilities:

Operational Leadership : Oversee day-to-day operations across multiple customer service processes ensuring high accuracy, productivity, and service quality.

Strategic Execution: Translate organizational strategy into actionable operational plans to achieve business outcomes and service KPIs.

People Management : Lead and develop large, diverse teams with a focus on engagement, performance management, and capability building.

Digital & Analytics Enablement : Drive adoption of digital tools, automation, and analytics for improving process efficiency, customer experience, and decision-making.

Governance & Risk Management : Establish strong process controls, performance monitoring frameworks, and data-driven governance to pre-empt potential issues and drive continuous improvement.

Stakeholder Management : Collaborate with cross-functional teams including Sales, Digital, Product, Compliance, and to ensure smooth service delivery and seamless execution of business priorities with measurable outcomes

Customer-Centric Operations : Champion process improvements and initiatives to enhance customer experience and service turnaround times.

Insights & Performance Reporting : Generate insights & dashboards to support management reviews, track key operational metrics and present insights, trends, and recommendations to senior management for informed decision-making.

Skills & Competencies:

Strong strategic and analytical thinking with demonstrated ability to translate insights into action.

Exceptional people management and leadership skills with experience in leading large teams.

Data-driven approach with proficiency in using analytics and dashboards for decision-making.

Exposure to process re-engineering, automation, and digital transformation initiatives.

Excellent communication and stakeholder management skills ability to influence across levels and functions without direct authority.

Deep understanding of insurance customer service operations, processes, and regulatory environment.

Strong problem-solving orientation and ability to anticipate operational challenges proactively.

Experience & Qualifications:

Experience: Minimum 10 years of progressive experience in managing large-scale operations, preferably in the insurance or financial services industry.

Educational Qualification: MBA from a reputed institute (preferably Tier-1 or Tier-2 B-school).

Preferred Background: Experience in operational strategy, process excellence, or customer service transformation functions.

Personal Attributes:

High ownership mindset with a bias for action and results.

Collaborative and empathetic leader with a customer-first orientation.

Agile and adaptable to a dynamic business environment.

Strong integrity and governance orientation.