Assistant Operations Manager

1) Operations & Service Delivery: Oversee daily team performance (AHT, QA, productivity, SLAs, accuracy, schedule adherence).Manage work distribution, queues/backlogs, and intraday staffing. Ensure adherence to client SOPs, process controls, and turnaround times (TATs).Conduct daily huddles, shift handovers, and floor support for escalations. Coordinate with Workforce Management (WFM) for schedules, shrinkage, and volumes. Support process transitions/ramps, including KT, pilots, and stabilization.

2) Quality, Compliance & Risk Control: Drive quality through audits, error analysis, and action plans. Ensure compliance with client policies, data privacy, and regulatory guidelines relevant to U.S. insurance (e.G., state-level rules, NAIC-aligned practices, data protection).Maintain documentation: SOPs, control checklists, and versioning. Incident reporting and corrective/preventive actions (CAPA) for defects.

3) People Management: Coaching & FeedbackDeliver structured coachi...