Job Title: Business Operations Manager
Business Unit: Insurance
Department: Business Operations
Role: Control Tower -Business Monitoring, Process Excellence and Insurer Partnerships
Location: Bengaluru - PhonePe Office - Salarpuria Softzone, Bellandur, Bengaluru
Job Summary:
We are seeking a highly detail-oriented and analytical Manager to lead a team that monitors our
business parameters and reports any anomalies or errors detected in the ecosystem. The role
requires to own the end-to-end process of identifying errors in minimum possible time,
highlighting to the respective stakeholders, analyzing the errors, identifying their root causes,
and providing insights on issue fixes in real-time as well as avoiding recurrence of the issues via
structural fixes. The position requires managing internal and external stakeholders effectively
and communicating findings and recommended solutions accurately.
The Role:
● Lead a team of folks (inhouse and contractual) who Monitor business application dashboards
and anomaly detection systems for issues and errors
● Identify root causes of errors and investigate their impact on business operations and sales
● Analyze and provide data/,metric insights on issue fixes to reduce business loss to internal
(Business, Tech, Product,etc.) as well as external stakeholders (Insurers)
● Creation of monthly / weekly reports to drive business decisions
● Collaborate with cross-functional teams to drive issue resolution and provide updates on issues
and fixes to the leadership
● Coordination with external partners and vendors to ensure a smooth flow of business
● Responsible for defining, developing and communicating key metrics and business trends to
partner and management team
● Creation and maintenance of documentation related to processes, issues, and solutions
● Grasping the underlying processes and data flows and should be able to analyze and work on
the errors
● Liaison with partner insurance for day to day business operations and act as a bridge between
partner SPOCs and internal business, product & tech team
● Actively work to set up scalable processes and wherever possible strive to suggest automation
and optimisation
Required skill sets:
● Strong attention to detail, problem solving and analytical skills
● Exceptional written and verbal communication skills to interact with ISPs
● Ability to manage internal and external stakeholders effectively
● Ability to lead a team by example
● Basic to advanced knowledge of Microsoft Excel,Docs,Google sheetsAvailable on
weekends/holidays for any urgent business requirement
● Basic SQL knowledge will be a plus
● Reporting,Automation,Dashboarding,Monitoring experience will be a plus
● Roster/Workflow management experience is a plus (This candidate is expected to lead a
team a set of folks who work in rotational shifts In Monitoring team)
● Related role tags that may be looked at - Program Manager/ Process Excellence/
Process Manager/ Operations Manager/ Insurance Partnerships/ Business Operations
Manager/ Control Tower Mgmt
Qualifying criteria/must haves:
● Bachelors 3-5 years of experience/ Masters 1-3 years of experience
● Handled a team before
● External stakeholder exposure
● Digital Insurance/Fintech/BFSI/Payments Platform/Insurance Tech
Few key differentiators for this role vs traditional supply chain or operations role -
● Fast paced problem solving, high volume of business and velocity of transactions
● Ability to work on-ground and lead by example
● Deliver Instant/real-time reporting, baselined trends, debugging SOPs and deep analysis
● Develop understanding of Tech API integrations with Insurers to be able to fasten the
Resolution here and now and also propose structural fixes
● Real-time,no lag driven reporting and sales number with AOP accountability
● No fleet on ground value chain, digital interface led principally aided by manual
processes for Issuance
● Accountability of AOP sales numbers