Operations Manager

Business Unit: BPS – Insurance
Location: Nagpur | Grade: BPO 6 | Experience: 14+ years

Key Responsibilities:

• Lead large-scale operations of 250+ FTEs and manage end-to-end offshore delivery.
• Own customer journeys, transitions, digital channels, transformation, and P&L.
• Drive customer experience, productivity, service improvements, and process optimization.
• Manage client relationships, onshore stakeholders, resources, capacity, and operational delivery.
• Lead complex transformation programs and resolve operational challenges.

Key Requirements:

• Strong BPO leadership and client-facing experience, preferably 15+ years in management.
• Experience in Project Management, Digital Transformation, and complex transitions.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Experience using technical/statistical tools for process improvement.
• Graduate with strong written and verbal English communication.