Job Description

Manager / Sr. Manager Insurance Operations - 9+ years - Gurgaon
Location - Gurgaon
Your Future Employer - Our Client is a global leader in analytics and digital operations specializes in transforming businesses through data and AI-driven solutions.
Headquartered in New York, it has operations across the United States, Europe, Asia, Latin America, Australia, and South Africa. With more than 25 years of expertise, the organization partners with industries such as insurance, healthcare, banking, capital markets, retail, media, and energy to reimagine business models and deliver measurable outcomes.
Key Responsibilities -

• Oversee daily inventory, workflow allocation, and resource planning across multiple business lines, ensuring smooth operations and continuity during peak volumes.
• Drive achievement of SLAs and KPIs by monitoring dashboards, resolving bottlenecks, and maintaining compliance with SOPs and regulatory guidelines.
• Implement quality review mechanisms, conduct root cause analysis for defects, and define corrective and preventive actions to minimize errors.
• Collaborate with quality teams on audits and compliance checks while fostering a culture of continuous improvement and process discipline.
• Manage a team of around 10 members through hiring, onboarding, coaching, performance reviews, and succession planning, ensuring engagement and stability.
• Act as the primary contact for client operations, leading business reviews, performance reporting, risk escalation, and identifying opportunities for expansion.
• Publish regular MI reports and KPI dashboards, track productivity and attendance, monitor training and hiring pipelines, and support audits with full policy adherence.

Requirements -

• Candidate should be open for overlapping shifts.
• Possesses deep knowledge of insurance operations across Life, P&C, and Health, with hands-on experience in managing non-voice back-office processes.
• Skilled in SLA management, capacity planning, workflow allocation, and productivity optimization to ensure operational efficiency.
• Demonstrates strong analytical ability to interpret data, generate insights, and apply quality controls including RCA, QC, and audit mechanisms.
• Experienced in leading teams of around 10 members, driving performance, and supporting hiring, interviewing, and competency assessments.
• Proficient in MS Excel, dashboards, MI reporting, and workflow tools, coupled with excellent communication skills for effective client interaction

Whats in it for you -

• Opportunity to lead end-to-end insurance operations, gaining exposure across diverse lines of business and processes.
• Chance to sharpen leadership skills by managing a team, driving performance, and grooming future leaders.
• Direct client interaction and stakeholder management experience, building strong relationships and influencing business outcomes.
• Hands-on involvement in SLA/KPI management, quality controls, audits, and compliance, enhancing operational excellence expertise.
• Development of advanced analytical, reporting, and workflow management skills with tools like Excel, dashboards, and MI reporting.
• Career growth through exposure to hiring, capability development, succession planning, and expansion opportunities.

Reach us - If you think this role aligns with your career aspirations, kindly email your updated CV to for a confidential discussion about the role.
Disclaimer - Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate based on race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note- We receive many applications daily, so it becomes difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Globals name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at and report fraud immediately. Stay alert!
Insurance Operations (Life, P&C, Health), Back-office Process Management, SLA & KPI Management, Capacity Planning, Workflow Allocation, Productivity Optimization, Quality Control (RCA, CAPA, QC, Audit), Data Analysis & Insights, Client & Stakeholder Communication, Team Leadership (10 FTE), Hiring & Competency Assessment, MS Excel, Dashboards, MI Reporting, Workflow Tools, Compliance & Regulatory Adherence, Continuous Improvement.

Skills Required