Head of Operations Insurance & Wellness
Location: Bangalore
Experience: 1015 years
Reporting to: CEO
Role Summary
Client is building a modern, tech-enabled corporate insurance and wellness platform for mid-market & enterprise companies
We are looking for a Head of Operations who can design scalable systems, solve complex problems, and lead high-performing teams, while deeply understanding insurance operations.
This is not a run-the-factory role.
This is a build-the-factory-so-it-runs-without-heroics role.
What You Will Own
- Operations Systems& Process Design
- Design simple, scalable SOPs across:
Claims
Endorsements
Support
Wellness operations
- Identify bottlenecks and redesign workflows for speed, quality, and predictability
- Reduce dependency on individuals and create institution-level reliability
2.Data, MIS & Decision Infrastructure
- Own the single source of truth for ops metrics
- Define and track:
TAT buckets
Aging & backlog
Root-cause categories
- Build and maintain dashboards (Metabase or similar)with assistance from analysts
- Use SQL / AI tools to analyze trends and drive decisions
3.Tech Enablement &Automation
- Translate operational pain points into clear Business Requirement Documents (BRDs)
- Partner with Product& Engineering to build or buy the right solutions
- Ensure tools are actually adopted and deliver measurable outcomes
4.People Leadership &Capability Building
Head of Claims
Endorsements & Ops Managers
Business Analysts
- Coach teams on structured problem solving and prioritisation
- Build a culture of ownership, empathy,and continuous improvement
5.Insurer, TPA & Wellness Partner Management
- Act as the senior escalation point for complex and high-impact cases
- Deeply understand policy wordings, rejection patterns, and grey areas
- Codify insurer behaviors and best escalation practices into repeatable playbooks
What We're Looking For
Must-Have
- Strong systems thinker with a track record of designing and improving operations
- Excellent problem solver who works from root causes, not symptoms
- Comfortable with data & tech:
- Writing / validating SQL queries (directly or via AI)
- Building dashboards (Metabase/ Looker / PowerBI)
- Writing clear BRDs (Business Requirement Documents)
- Proven people leader with experience managing large, multi-layered teams
Nice-to-Have
- Experience in corporate insurance, TPAs, or large insurance brokers
- Experience in startups or scale-ups leading operations
- Consulting background with experience of operations transformation
- Prior exposure to regulated or complex operational environments
What Will Make You Successful Here
- You design systems people want to follow because they work
- You turn chaos into structure and intuition into data
- You coach smart teams to think better, not just work harder
- You build institutional leverage, not dependency on individuals
If you enjoy building scalable systems, solving hard problems, and leading high-impact teamsthis role is for you.
