Designation: Associate Manager – Full Time

Role: Associate Manager – Operations (Insurance)

Department:Operations (eConsult Operations)

Location: Gurgaon, Haryana

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities – and we’re just getting started.

Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders, and 1M+ organic users/day in 2022—and we are just getting started. Our strongest asset is our 6400+ people, enabling us to deliver on our mission consistently.

Know more about us: https://www.1mg.com/aboutUs

Role Overview

We are looking for an experienced Associate Manager – Operations with mandatory Insurance industry experience to lead day-to-day operations and ensure operational excellence across client accounts. The role involves managing cross-functional teams, monitoring operational performance, driving SLA adherence, maintaining data accuracy, and ensuring seamless service delivery. The ideal candidate should possess strong leadership capabilities, analytical skills, and expertise in MIS reporting, client management, and process optimization.

Key Responsibilities

* Manage client relationships and ensure high levels of customer satisfaction.

* Drive SLA adherence and monitor operational performance across all assigned processes.

* Lead Operations, Quality (QC), and Customer Support (CS) teams to achieve business objectives.

* Monitor productivity, quality, turnaround time (TAT), utilization, and other operational KPIs.

* Manage operational data, ensure data accuracy, maintain MIS reports, and generate actionable insights for business decisions.

* Prepare, analyze, and present operational dashboards and reports using Microsoft Excel.

* Ensure data integrity, confidentiality, and timely reporting in accordance with organizational standards.

* Drive operational targets and ensure achievement of business goals.

* Handle client and operational escalations with timely resolution and effective communication.

* Identify opportunities for process improvement and implement best practices to enhance operational efficiency.

* Collaborate with internal stakeholders to ensure smooth execution of operational activities.

* Coach, mentor, and develop team members to build a high-performing and engaged team.

Desired Candidate Profile

* Bachelor's degree in any discipline; MBA preferred.

* 8–9 years of experience in Operations with **mandatory Insurance industry experience**.

* Proven experience in managing Operations, Quality, and Customer Support teams.

* Strong understanding of SLA management, operational metrics, and service delivery.

* Expertise in MIS reporting, data analysis, and operational dashboards.

* Advanced proficiency in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas, dashboards, and reporting.

* Strong analytical, problem-solving, and decision-making skills.

* Excellent client relationship management and stakeholder management abilities.

* Effective communication, presentation, and team leadership skills.

* Ability to manage multiple priorities in a fast-paced environment while ensuring operational excellence.

Key Performance Indicators (KPIs)

* SLA Adherence

* Productivity & Quality

* Turnaround Time (TAT)

* Data Accuracy & MIS Timeliness

* Client Satisfaction (CSAT)

* Target Achievement

* Team Performance & Engagement

* Process Compliance

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of Corporate Health & Wellness will provide a great opportunity to scale up a business to great heights while leveraging the existing capabilities of Tata 1mg.

Disclaimer

Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment, or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence, and merit.