Job / Business Title Organization Assistant Manager, Operation MM Operations Employment Type Location Regular Full-time Hyderabad, India Job Position (MMI) Assistant Manager Job Level MMI Hiring Manager Operation Management Sanjay Kumar Company Department MassMutual India GBS Shared Services & Enablement Job Summary As the Assistant Manager, you will lead a team of 13–15 professionals, overseeing day-to-day operations and ensuring the delivery of core performance metrics including Turnaround Time (TAT), Quality, and other KPIs. You will partner with leadership to drive productivity, maintain client satisfaction, and support strategic business objectives. Key Responsibilities: • Lead and manage the US Insurance Operations team to meet and exceed performance targets. • Monitor and review KPI metrics periodically; proactively address gaps. • Analyze quality results and identify error trends for continuous improvement. • Supervise, mentor, and develop team members to enhance performance and engagement. • Identify root causes of defects and implement corrective actions. • Develop and execute department-level and individual performance plans. • Handle administrative responsibilities as assigned. • Ensure effective inventory management during staffing fluctuations. • Support business continuity planning and execution. • Maintain high client satisfaction through consistent delivery of quality services. • Collaborate with business owners to capture and understand process requirements. • Maintain and update Standard Operating Procedures (SOPs) for all processes. • Prepare and review daily, weekly, and monthly quality dashboards with onshore and offshore stakeholders. • Adhere to company policies, employment terms, and directives related to work shifts, flexibility, and evolving business needs. Skills & Competencies • Strong leadership and team management skills. • Deep understanding of US Insurance platforms (Lifecomm, Vantage, Cyberlife). • Expertise in Life Insurance, Annuities, and Retirement products. • Proficiency in MS Office and advanced reporting/MIS capabilities. • Excellent interpersonal and stakeholder management skills. • Knowledge of Six Sigma methodologies (certified/trained preferred). • Experience in performance appraisal and management systems. • Skilled in escalation handling, change management, and transition planning. • Familiarity with process consulting and operational excellence practices. • Ability to manage operations during staffing challenges and ensure continuity. • Open to working night shifts(US Time Zone). Qualifications • Bachelor’s degree (non-technical). • 8–11 years of experience in Operations, preferably in the US Insurance domain. • Hands-on experience with insurance platforms and workflows. • Exposure to all facets of operations management. • Six Sigma certification or training preferred. • Experience in transition management and process consulting is a plus.