Summary:

The Associate Manager – Insurance Operations & Financial Control plays a critical role in driving operational excellence, quality, and financial discipline across insurance business process transactions. This role supports managed services delivery by improving efficiency, managing risk, and ensuring compliance with internal and external standards.

Working closely with leadership, operations, quality, and finance teams, the Associate Manager helps optimize performance, strengthen controls, and deliver consistent, high-quality outcomes for our clients.

Responsibilities:

Support the management of business process transaction teams, ensuring accurate, compliant, and timely execution of day-to-day operations.
Drive continuous process improvement initiatives focused on quality, scalability, efficiency, and cost optimization.
Monitor, analyze, and report on operational KPIs, SLAs, quality metrics, and customer complaint trends.
Ensure adherence to quality assurance frameworks, including audits, root-cause analysis, and corrective/preventive action plans.
Support operational and financial controls, including budgeting, forecasting, productivity tracking, and cost management.
Partner with leadership to identify risks, implement controls, and ensure regulatory and contractual compliance.
Analyze transactional and operational data to identify trends, inefficiencies, and improvement opportunities.
Support strategic initiatives related to process optimization, automation, and service delivery enhancements.
Act as a liaison between senior leadership, clients (as applicable), and operational teams, ensuring alignment and clear communication.
Support customer complaint management by investigating issues, coordinating resolutions, and implementing preventive actions.
Assist with resource planning, capacity management, and workforce allocation to meet evolving business demands.
Coach and mentor team members, fostering a culture of accountability, quality, and continuous improvement.

Qualifications:

Bachelor’s degree in business, Operations, Finance, or a related field, or an equivalent combination of education and experience.
Typically, 6+ years of relevant industry experience, including 2+ years in a supervisory or similar role.
Experience managing or supporting business process transactions in an operations-driven environment.
Strong knowledge of business process management, operational controls, and performance measurement.
Proven analytical skills with the ability to translate data into actionable insights.
A continuous learner with the ability to stay current on industry trends, tools, and technologies.

Preferred Qualifications:

Advanced degree in a relevant field.
Experience in quality management, operations management, or financial control functions.
Relevant certifications such as Six Sigma (Green/Black Belt), PMP, Lean, or equivalent.
Experience managing customer escalations or complaints in a service delivery environment.

Key Competencies:

Operational excellence and process improvement mindset
Strong quality, risk, and compliance orientation
Financial and analytical acumen
Effective communication and stakeholder management
Strong problem-solving and decision-making skills
Ability to thrive in a fast-paced, metrics-driven environment.

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