German Speaking Bpo Manager - Travel Insurance 1510

Job Description : Insurance Operations Manager / BPO Manager

Job Overview
Our Client is seeking an experienced and dynamic Insurance Operations Manager to lead their Business Process Outsourcing (BPO) operations.

The ideal candidate will be a customer-centric professional responsible for supervising and coordinating complex insurance claims processes, with a strong focus on travel insurance operations.

Key Responsibilities

1. Oversee all BPO business operations, ensuring alignment with customer needs and expectations.
2. Manage and improve operational processes, with a primary focus on travel insurance claims.
3. Develop and maintain strong relationships with customers and internal teams.
4. Ensure high-quality service delivery that meets or exceeds service level agreements (SLAs).
5. Coordinate staff availability and language requirements across multiple platforms.
6. Participate in onboarding new customers and serve as the primary point of contact for commercial teams.
7. Contribute to business development projects and stay current with industry trends.
8. Prepare statistics and presentations for regular monitoring meetings.
9. Participate in strategic meetings with clients and management.
10. Support internal automation and process improvement initiatives.

Daily Responsibilities

1. Respond to customer inquiries with exceptional communication skills.
2. Maintain high standards of grammar and verbal communication.
3. Coordinate strategic client meetings.
4. Track financial flows and customer account balances.
5. Propose and implement long-term operational targets.
6. Manage tasks related to disaster recovery and business continuity plans.
7. Potential international travel may be required.

Requirements

Required Experience

1. Bachelor's degree.
2. Minimum 5 years of experience in BPO center management.
3. 3+ years of claims and management experience.
4. Strong understanding of insurance operational policies and procedures.
5. Proven experience in project planning and development.
6. Demonstrated ability to organize and delegate assignments.

Technical Skills

1. Full computer literacy, especially in Microsoft Office tools.
2. Reporting skills.
3. Proficiency with standard business software.

Soft Skills

1. Customer service and solution-oriented approach.
2. Exceptional attention to detail.
3. Strong strategic thinking capabilities.
4. Excellent communication and interpersonal skills.
5. Adaptability and flexibility.
6. High emotional intelligence.
7. Analytical mindset.
8. Ability to work effectively under pressure.

Language Requirements

1. Native or high-advanced English proficiency.
2. Additional language skills are advantageous.
3. Ability to work in a multilingual, multicultural environment.

Personal Characteristics

1. Strong decision-maker.
2. Excellent team player.
3. Proactive and able to take initiative.
4. Quick learner.
5. Adaptable to different situations.
6. Objective and discerning.
7. Confident in handling challenging circumstances.

Benefits

1. Competitive salary range: CTC R70k - R90k PM.
2. Permanent position.
3. Comprehensive benefits package.
4. Opportunity to work with international teams and clients.