Operations Manager - Insurance

Job Summary:

The Operations Manager will oversees the daily operations of the customer service department, ensuring that all processes, particularly those related to FNOL calls and claims handling, are running smoothly. This role requires extensive experience in the insurance industry, strong leadership abilities, and a focus on optimizing operational efficiency.

Key Responsivities

• Manage and oversee the daily operations of the customer service team, including FNOL call handling.
• Develop and implement operational strategies to improve service delivery and customer satisfaction.
• Ensure compliance with industry regulations and company policies in all customer interactions and claims processes.
• Collaborate with the Team Leader and QA Specialist to monitor performance and identify opportunities for improvement.
• Oversee the recruitment, training, and development of customer service staff.
• Manage departmental budgets and resources effectively to meet operational goals.
• Analyze operational data and generate reports to inform decision-making and strategy development.

Qualifications & Desired Skills

• 5 – 8 years extensive experience in operations management within the insurance industry, with a focus on customer service and claims handling.
• Strong understanding of workers' compensation insurance and FNOL procedures.
• Proven leadership and management skills, with the ability to oversee a large team.
• Excellent organizational and analytical skills.
• Proficiency in using operations management software and tools.