US Insurance - Operations Manager

We are seeking an experienced Operations Manager to lead our US Insurance Operations. The ideal candidate will have 5-7 years of experience in the insurance or BPO industry in an operations management role. The individual will be responsible for overseeing end-to-end insurance operations, driving process excellence, managing client relationships, and leading high-performing teams to achieve operational and business objectives.

Candidates with experience in Certificate of Insurance (COI) processing will be highly preferred.

Key Responsibilities

• Lead and manage the day-to-day operations including:
  • Certificate of Insurance (COI) processing
    
  • Claims processing
    
  • Policy checking
    
  • Quotes
    
  • Endorsements and other insurance support services
    
  • Lead, mentor, and develop Team Leaders and Operations Executives to enhance team performance.
    
  • Monitor key performance indicators (KPIs), productivity, quality, and turnaround time (TAT).
    
  • Collaborate with cross-functional teams including Quality, Training, HR, and senior leadership to streamline workflows and resolve operational challenges.
    
  • Monitor client feedback, identify improvement areas, and implement corrective and preventive actions.
    

Preferred Qualifications

• Hands-on experience with Agency Management Systems:
  • AMS360
    
  • Applied Epic
    
  • Image Rite
    
  • Sagitta
    
  • EZLynx
    
  • HawkSoft
    
• Experience with insurance carrier portals and comparative rating applications.
  
• Proven ability to manage large teams, optimize processes, and drive operational success.