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!