Head of Operations - Insurance

Job Title: Operations Head – Insurance Operations

Location: Chennai

Who does IntellectAI work with?

Our AI-powered ecosystems support carriers, MGAs, and brokers in commercial, specialty, and E&S lines. From underwriting and risk analysis to placement and policy comparison, IntellectAI provides tailored tools that help each role work smarter and write better business, quicker.

What We Do

We serve as an insurtech transformation partner, providing purpose-built, end-to-end AI powered underwriting solutions tailored to the needs of Commercial, Specialty, and E&S insurance businesses. Our "Underwriter First" approach, enhances underwriter decision-making with embedded and generative AI, streamlining the entire underwriting value chain from submission ingestion to data enrichment and advanced digital ecosystems.

Experience:

15+ years of experience in Operations Management, with at least 5 years leading large-scale operations teams supporting Insurance, Document Processing, BPO, AI Data Operations, or Human-in-the-Loop (HITL) workflows.

About the Role

We are seeking an experienced Operations Head to lead and scale our Insurance Extraction Operations function. The role will oversee Senior Operations Managers responsible for managing teams that perform Human-in-the-Loop (HITL) validation and processing for AI-powered insurance products.

The platform supports extraction and validation of insurance documents including Loss Runs, ACORD Forms, Statements of Values (SOV), Applications, Schedules, Binders, Policies, Broker Specifications and other commercial insurance documents.

The Operations Head will be accountable for operational excellence, SLA adherence, turnaround time (TAT), quality, client satisfaction, workforce planning, and continuous process improvement. The role will work closely with Product, Engineering, and Customer Success teams to improve platform capabilities, increase automation, and reduce operational effort while maintaining high accuracy levels.

Key Responsibilities

Operations Leadership

•Lead and mentor Senior Operations Managers responsible for multiple insurance processing teams.

•Establish operational strategies, performance metrics, and governance frameworks.

•Drive operational excellence across quality, productivity, SLA compliance, and customer satisfaction.

•Build a high-performance culture focused on accountability, continuous improvement, and customer success.

Delivery Management

•Ensure all client SLAs and TAT commitments are consistently met.

•Monitor operational performance through dashboards, KPIs, and reporting mechanisms.

•Manage daily, weekly, and monthly operational reviews.

•Identify risks proactively and implement mitigation plans to avoid SLA breaches.

•Drive resource planning and capacity management across teams.

Client & Stakeholder Management

•Serve as the senior escalation point for operational and delivery-related issues.

•Participate in client governance meetings and business reviews.

•Communicate operational performance, improvement initiatives, and delivery commitments to leadership team and clients wherever applicable.

•Build strong relationships with customers and internal stakeholders.

Quality & Process Excellence

•Define and implement quality control frameworks and audit mechanisms.

•Establish best practices for insurance document review and validation workflows.

•Drive root cause analysis (RCA) and corrective action plans for recurring issues.

•Identify opportunities for standardization and process optimization.

Product & Engineering Collaboration

•Partner closely with Product and Engineering teams to improve extraction accuracy and workflow efficiency.

•Provide operational insights and feedback to influence product roadmap decisions.

•Identify automation opportunities that reduce manual effort and improve throughput.

•Recommend feature enhancements based on operational challenges, customer feedback, and process bottlenecks.

•Drive initiatives aimed at reducing TAT while maintaining or improving quality and SLA performance.

Workforce Management

•Forecast staffing requirements based on business volumes and growth projections.

•Optimize team utilization and productivity.

•Develop succession plans and leadership pipelines within operations.

•Ensure effective onboarding, training, and performance management processes.

Continuous Improvement

•Establish operational best practices across all teams.

•Lead transformation initiatives that improve scalability and efficiency.

•Develop operational and governance standards.

Required Qualifications

Experience

•15+ years of operations management experience.

•Proven experience managing managers and large operational teams.

•Strong background in Insurance Operations, Document Processing, BPO/KPO, AI Operations, or Human-in-the-Loop workflows.

•Experience supporting commercial insurance documents such as:

o Loss Runs

o ACORD Forms

o Statements of Values (SOV)

o Insurance Forms

o Binders

o Policy Documents

o Schedules and Endorsements

Leadership Skills

•Demonstrated experience leading multi-layer operations organizations.

•Strong stakeholder and client management capabilities.

•Ability to influence cross-functional teams and drive organizational change.

Technical & Business Skills

•Strong understanding of operational metrics including:

oSLA Management

oTurnaround Time (TAT)

oAccuracy

oProductivity

oCapacity Planning

oUtilization

•Experience working with AI-enabled products and automation initiatives.

•Ability to translate operational challenges into product enhancement opportunities.

•Strong analytical and problem-solving skills.

Preferred Qualifications

•Experience in AI-assisted document processing platforms.

•Insurance domain expertise (Commercial Lines preferred).

•Experience working with global customers and distributed teams.

Key Performance Indicators (KPIs)

•SLA Compliance (%)

•Turnaround Time (TAT)

•Quality/Accuracy Metrics

•Customer Satisfaction Scores

•Team Productivity

•Operational Cost Efficiency

•Automation Adoption Rate

•Escalation Resolution Time

•Employee Engagement & Retention

•Product Improvement Initiatives Delivered

Success Profile

The ideal candidate is a hands-on operations leader who can balance customer commitments, operational excellence, and strategic transformation. They should possess deep experience in insurance operations, strong people leadership capabilities, and the ability to collaborate with Product and Engineering teams to continuously improve the platform, reduce manual effort, and scale operations efficiently.