Delivery Manager – Insurance BPO Operations
Gratitude IncDelivery Manager – Insurance BPO Operations
Job Description
Key Skills
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Role: Delivery Manager – Insurance BPO Operations
Location: Nagpur
Experience: 7–10 years
Package: Up to ₹17 LPA
Shift: Must be flexible for 24×7 operations (including night shifts)
We are hiring an experienced Delivery Manager for a large-scale Insurance (Life & Pensions preferred) customer service delivery operation in Nagpur.
Key Responsibilities:
- Lead and manage a team of 100+ FTEs in customer service operations
- Provide strategic direction and ensure best-in-class, assured delivery to the client
- Own, drive and exceed SLA/client metrics (both commercial and operational)
- Act as the primary point of contact for client governance forums at all levels
- Drive offshore delivery excellence, on-time & quality project delivery, and process optimisation
- Lead business process re-engineering, transformation initiatives, and change management
- Resource planning, recruitment support, and optimal resource utilisation
- Liaise with business users across multiple streams and lines of business
- Ensure 100% adherence to contractual Scope of Work (SOW)
Must-Have Skills & Traits:
- Strong Insurance domain knowledge (Life & Pensions highly preferred; any insurance domain acceptable)
- Proven customer-facing experience with emphasis on customer experience management and transformation programs
- Excellent client relationship & stakeholder management skills
- Demonstrated thought leadership, executive presence, and creative problem-solving
- Hands-on experience in SLA management, project management methodologies, estimation, and pre-sales support
- Ability to thrive in ambiguity, manage shifting priorities, and handle multiple deadlines
- Strong leadership, planning, and people management capabilities
Mandatory Requirements:
- Full-time Graduation is compulsory
- Candidates must be comfortable with 24×7 shifts (including night shifts)
- Immediate or max 30-day joiners preferred
If you are a high-energy, client-focused Delivery Manager with a proven track record in large Insurance BPO operations, we want to hear from you!
Role
Customer Delivery Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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