Assistant Manager

The role requires strong team and client-handling experience, sound insurance domain knowledge, effective escalation management, and the ability to coach teams, control attrition, drive process improvements, and communicate performance and risks to managers and client stakeholders.

• Manage voice operations teams and ensure achievement of SLAs, service levels, productivity, quality, customer experience, and turnaround-time targets.
• Monitor calls, transactions, queues, and performance trends on an ongoing basis and take timely corrective actions or drive incremental improvements.
• Plan staffing, schedules, break adherence, queue coverage, workload allocation, and daily operational priorities.
• Review performance dashboards and implement recovery plans for SLA, quality, productivity, or customer-experience gaps.
• Ensure effective handoffs, accurate call documentation, and timely closure of customer requests.

• 4 to 6 years of overall experience in contact center, customer service, or US Insurance operations.
• Minimum 2 to 3 years of direct team-handling or supervisory experience in a voice process.
• Experience managing operational metrics, coaching employees, controlling attrition, handling escalations, and supporting client interactions.
• Hands-on exposure to Life Insurance and/or P&C customer servicing is preferred.

• Graduate in any discipline; Business Administration, Commerce, Finance, Insurance, or a related field is preferred.
• Insurance certifications such as LOMA, AINS or equivalent will be an added advantage.