Insurance Operations Manager

Responsibilities

• The role manages daily workflows, resource planning, escalations, client and broker relationships, SLA performance, quality assurance, risk controls, and continuous improvement initiatives.
• Manage daily operations, workflow allocation, resource planning, priorities, and backlog levels.
• Monitor team productivity and performance against agreed KPIs, SLAs, quality standards, turnaround times, and accuracy targets.
• Build strong relationships with brokers, clients, and internal stakeholders to understand requirements and improve service delivery.
• Act as a senior operational contact for escalated queries, complaints, service issues, and client-impacting matters.
• Lead stakeholder engagement sessions and support initiatives focused on improving the client experience.
• Manage SLA governance, including performance reporting, service reviews, breach analysis, root-cause analysis, and corrective actions.
• Coordinate quality assurance activities, including quality reviews, error tracking, calibration, control testing, and improvement actions.
• Identify, assess, document, and escalate operational risks, ensuring compliance with Professional Standards, policies, procedures, and regulatory requirements.
• Develop and manage action plans arising from KPI results, QA reviews, complaints, audits, risk assessments, and stakeholder feedback.
• Track action owners, deadlines, dependencies, outcomes, and escalations to ensure timely and sustainable completion.
• Analyze operational data to identify trends, recurring issues, training needs, process gaps, and opportunities to reduce rework.
• Provide coaching, mentoring, and technical support to Operations Executives on systems, documentation, reporting, procedures, SLAs, and quality standards.
• Prepare and present reports on productivity, SLA achievement, QA results, complaints, risks, escalations, and continuous improvement initiatives.
• Promote accountability, operational excellence, client focus, and continuous improvement across the Operations team.

Requirements

Preferred Education: Bachelor’s Degree

• Minimum Experience: 5+ years, (3+ in insurance, financial, or professional services)
• Language Requirements: Must be fluent in English (spoken and written), only CV's in English will be considered.
• Very good knowledge of MS Word, Excel, PowerPoint, and Outlook

Preferred

Experience in managing people and teams

• Strong communication skills working with leaders across all levels, effective verbal and written communication is key
• Explains practices, procedures and policies to reach agreement with others outside of the job area.
• Good organizational skills and time management skills to multi-task and work effectively under pressure to meet deadlines
• Managerial aptitude including strong desire to coach, mentor and develop the team you are supervising

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career