Role - Sr. Manager (Claims Business Support)
Location: Chennai
Department: Claims Center of Excellence (CoE)
Reports To: Location Head
Role Summary
Business Support will lead strategic and operational enablement for the Claims Center of Excellence (CoE) in Chennai. This role is responsible for driving operational excellence across claims processing through strong oversight of transition management, training & capability development, quality governance, and AI fluency initiatives.
As a key member of the Chennai leadership team, this role partners closely with the Location Manager to manage & stabilize operations, drive transition plus training , define processes , builds strong stakeholder management, build scalable frameworks, enable digital transformation, and enhance workforce capability while ensuring compliance, accuracy, and service excellence.
Key Responsibilities
1. Claims Operations Enablement
- Define operational Metrics, SLA and agree targets
- Partner with Operations Leaders to ensure claims processing meets SLA, accuracy, productivity, and compliance standards.
- Develop governance frameworks, dashboards, and reporting mechanisms for performance visibility and ensure quality compliance
- Identify operational risks and implement mitigation strategies.
- Drive process standardization and documentation across the CoE.
2. Transition & Program Management
- Lead end-to-end transitions including process migrations, new scope onboarding, system implementations, and geographic expansions.
- Establish structured transition methodologies (KT plans, risk registers, stabilization tracking).
- Ensure smooth handoff to steady-state operations with minimal business disruption.
- Track transition KPIs including stabilization timelines, quality performance, and productivity ramp-up.
3. Training & Capability Development
- Build a scalable training framework for new hires and upskilling programs for existing associates.
- Drive structured training for Associates.
- Partner with operations leaders to address skill gaps and improve performance.
- Drive leadership development initiatives within the CoE.
4. AI Fluency & Digital Transformation
- Champion AI and automation adoption across claims processes.
- Build AI literacy across teams to enable responsible and effective use of GenAI and workflow automation tools.
- Identify automation opportunities and partner with technology teams for implementation.
- Measure and report ROI of AI-driven process improvements.
- Deliver efficiency and transformation across the process.
5. Leadership Expectations
- Live our values
- Embrace Change
- Deliver for the Customer
- Focus on our Associates
QualificationsEducation
- Bachelor's degree required
- MBA or equivalent advanced degree preferred
Experience
- 12-15 years of experience in claims processing or insurance operations.
- 5+ years in leadership roles managing large operational or enablement teams.
- Strong experience in transition management and operational ramp-ups and stakeholder engagement.
- Demonstrated expertise in quality management and compliance frameworks.
- Experience leading AI/digital initiatives in operations is highly desirable.
