Operations Manager (#P1-5758365-1)

Manager, Operations - Motor Insurance BPO

Full Location: Bengaluru - IN

We are seeking an experienced Operations Manager to lead UK General Insurance (GI) / Motor Insurance operations within a BPO environment. The ideal candidate must have prior hands-on experience working in UK insurance, specifically within GI or Motor insurance processes.

Location: India

Industry: Insurance BPO (UK Market)

Shift: Rotational Shifts (Aligned to UK Time Zone)

Work Mode: Work From Office

In this role you will:

Operational Leadership:

• Manage overall service delivery for UK GI / Motor insurance accounts.
• Ensure SLAs, KPIs, and productivity targets are consistently achieved.
• Monitor operational performance, quality metrics, and turnaround times.
• Drive operational efficiency and process stability.
• Manage capacity planning, forecasting, and workforce allocation.
• Leverage understanding of UK General Insurance and Motor insurance lifecycle to guide teams.
• Support resolution of complex cases and escalations.
• Maintain awareness of FCA guidelines and UK insurance compliance requirements.

Team Management:

• Lead, coach, and develop Team Leaders and frontline staff.
• Set clear performance expectations and conduct regular reviews.
• Drive engagement, productivity, and retention within the team.
• Ensure adequate shift coverage under rotational shift model.

Client & Governance Management:

• Act as primary operational contact for UK clients.
• Participate in governance calls and performance reviews.
• Present operational dashboards and improvement plans.
• Manage client escalations and ensure timely resolution.

Quality & Compliance:

• Ensure adherence to UK regulatory standards including FCA and Consumer Duty principles.
• Maintain strong quality control mechanisms.
• Support internal and external audits.
• Drive continuous improvement initiatives to reduce errors and enhance service quality.

We are looking for someone who has:

• Bachelor’s degree in Business, Finance, or related field.
• 10–14 years of overall experience, with strong exposure to UK General Insurance / Motor insurance.
• Minimum 4–6 years in a leadership role within Insurance operations.
• Prior experience in an Insurance BPO / shared services setup preferred.
• Strong understanding of UK insurance regulatory environment.
• Proven ability to manage large teams and drive operational performance.
• Strong analytical, reporting, and stakeholder management skills.
• Willingness to work rotational shifts and from office.

Why join ResultCX:

• Employee Performance Incentives and Prizes
• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if that’s “Your Greater”

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.