Assistant Manager – Process (Insurance – International Voice Operations)|| 4-8 years || WFO || Banga

Hiring for a Insurance Tech organizationLooking for experience in managing International clients for US and UK regionAssistant Manager – Process (Insurance – International Voice Operations)Department: Insurance OperationsShift: Rotational (US/Singapore) - Shift Timing 10 pm - 7amKey Responsibilities1. Operations & Call Management· Oversee daily voice operations for insurance-related queries (Policy servicing, Claims status, Underwriting queries, Billing issues, Renewals, Endorsements).· Ensure timely and accurate resolution of customer queries over calls.· Monitor SLA, AHT, FCR, CSAT, Quality scores, and other KPIs.· Handle escalations and complex customer interactions.2. Team Leadership & Performance Management· Manage, coach, and mentor a team of customer service representatives.· Conduct call monitoring, feedback sessions, and performance reviews.· Drive productivity, attendance, and adherence management.· Identify training needs and conduct refresher sessions.3. Client & Stakeholder Management· Act as a SPOC for international clients.· Participate in governance calls and performance review meetings.· Prepare and present MIS reports, dashboards, and operational updates.· Ensure client-specific compliance and communication standards are met.4. Quality & Compliance· Ensure adherence to regulatory guidelines (e.g., US/UK insurance compliance standards, GDPR where applicable).· Maintain data security and confidentiality standards.· Drive quality improvement initiatives and reduce repeat calls.5. Process Improvement· Identify call drivers and implement corrective measures.· Recommend automation or workflow enhancements.· Standardize call scripts and SOPs for better customer experience.Rewired Qualifications· Bachelor’s Degree in Business, Finance, Insurance, or related field.· 5–8 years of experience in Insurance Operations (Voice Process preferred).· Minimum 2 years of experience in team handling or supervisory role.· Experience handling international insurance clients (US/UK/AU preferred).Strong understanding of insurance products (Life, Health, P&C, or Reinsurance).

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