Acko - Lead - Operations

Responsibilities:

- Design, implement, and continuously refine key operational processes for the post-payment journeys of health and life D2C insurance products.

- Drive operational efficiency by defining and maintaining SOPs, implementing best-in-class processes and continuously refine them to meet the business needs.

- Manage vendor relationships end-to-end, from identification and onboarding to performance monitoring, ensuring alignment with business goals.

- Collaborate closely with finance teams to ensure accurate reconciliation processes, enabling seamless financial tracking and reporting.

- Coordinate cross-functionally with product and analytics teams to lead solution workshops for new product features, collate supporting data, define GTM strategies, complete UAT, and train advisors for smooth implementation.

- Define processes, tightly manage execution timelines, and optimise the post-payment journey by capturing team feedback and evaluating performance.

- Monitor and drive key initiatives to enhance NPS of the customers across journeys

- Prepare and present weekly/monthly reports to senior management, offering insights into operational performance, vendor management, and key initiatives

Skills And Expertise:

- Bachelor's or Master's degree from Tier 1 institutions, preferably with a specialisation in Operations or Finance

- 4+ years of experience in operations, preferably within the insurance or financial services sectors.

- Proven track record of working with external vendors and experience working with cross-functional teams

- Experience working with product team to build new products/features

- Strong problem-solving skills with a proactive, action-oriented mindset.

- Excellent verbal and written communication skills, with strong interpersonal abilities.

- Proficient in Excel and knowledgeable about digital and business processes

- Experience working with pre-policy medical checkup vendors is a plus.