Operations Manager

Objective:

Lead and manage claims inspection operations by ensuring efficient assessment processes, driving business growth, strengthening client relationships, enhancing team performance, and leveraging technology to improve operational efficiency and productivity.

Accountability:

• Lead and supervise the team of assessors to ensure timely and accurate claim inspections and assessments
• Drive business development initiatives to acquire new clients and expand business opportunities
• Build and maintain strong relationships with clients, insurers, and key stakeholders to enhance customer satisfaction and business retention
• Ensure adherence to claims assessment processes, quality standards, and regulatory requirements
• Monitor team performance, productivity, and service delivery against defined targets and SLAs
• Review and resolve complex claim cases and operational escalations in a timely manner
• Identify process improvement opportunities and implement best practices to enhance operational efficiency
• Collaborate with technology and operations teams to drive automation and process optimization initiatives
• Conduct regular performance reviews, coaching, and capability-building programs for team members
• Monitor operational reports and performance metrics to drive continuous improvement and informed decision-making
• Ensure effective resource planning and allocation to meet business and operational objectives
• Support organizational growth initiatives through strategic planning and stakeholder engagement

Competencies:

• Strong team management and performance management capabilities
• Sound knowledge of claims assessment and inspection processes
• Business development and client relationship management skills
• Analytical problem-solving with focus on efficiency and productivity improvement
• Strong communication, stakeholder management, and decision-making abilities

Experience:

• 4-5 years of relevant experience in claims, inspection, insurance, or related operational functions
• Minimum 2 years of experience leading and managing a team of assessors
• Educational qualification: Diploma/bachelors in mechanical engineering or graduates with relevant experience also considered
• Proven experience in business development, client management, claims operations, and team management, with exposure to process improvement, technology adoption, and performance management initiatives.