Delivery Manager – Insurance BPO Operations

Gratitude Inc

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2 weeks ago

Delivery Manager – Insurance BPO Operations

7-12 Year(s)

130 - 140 Thousand p.m

Nagpur

Job Description

Key Skills

Project management Stakeholder Management SLA Requirements Service Delivery Manager Client Engagement & Relationship Customer Service Manager Life Insurance Project Management Competency Strong leadership Customer experience management Leadership & Management Skills Service delivery in BPS/ BPO Banking/Financial/Billing/Insurance experience Life and Pension (any insurance would do)

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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

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David Abulu

Recruiter - Gratitude Inc

NA, nigeria

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