Description

About the Company

ACKO is a digital-first, product-tech company serving over 200 million customers in India. Launched in 2016, it transformed traditional insurance with innovations like zero commission, instant renewal, paperless processes, and same-day claims settlement. At ACKO, technology meets impact, and employee voices matter. It's a space where vibrant ideas, inclusive teams, and meaningful work create real change in people’s lives.

Position Overview

The Lead – Operations (Health + Life) role focuses on post-payment journey design and optimization for ACKO’s D2C insurance products. This position will be pivotal in setting up efficient SOPs, managing vendors, working closely with product and finance teams, and improving customer experiences through smart operational strategies.

Key Responsibilities:

• Design and refine post-payment operational processes for D2C Health & Life insurance products
• Drive operational efficiency through SOP development, process improvement, and performance evaluation
• Manage vendor lifecycle – from onboarding to performance tracking and compliance
• Ensure accurate financial reconciliation in partnership with internal finance teams
• Collaborate with product and analytics to develop new features, define GTM plans, run UATs, and ensure effective training
• Capture feedback and monitor execution to optimize journey touchpoints and timelines
• Lead initiatives aimed at enhancing customer NPS across all operational journeys
• Prepare weekly/monthly reports for leadership, presenting performance insights and improvement strategies

Required Skills:

• Proven experience in insurance operations, especially post-sale processes
• Strong understanding of financial reconciliation and vendor governance
• Excellent cross-functional collaboration skills with product, finance, analytics, and customer service
• Familiarity with SOP drafting, process mapping, and journey design
• Strong communication and stakeholder management abilities
• Analytical mindset with experience in performance monitoring and reporting

Key Skills:

• Operations, Insurance Process Management, Vendor Management, Financial Reconciliation, SOPs, Cross-functional Collaboration, Customer NPS, Product Enablement

Preferred Qualifications:

• Experience in Health and/or Life insurance sector
• Familiarity with digital-first platforms and agile operations
• Background in operational excellence, Six Sigma, or similar frameworks

Perks & Benefits:

• Work in a digital-first, innovation-driven company
• Be part of a high-impact team in a growth stage product ecosystem
• Cross-functional exposure and leadership opportunities
• Vibrant, inclusive work culture focused on growth and ownership
• Contribution toward real-world impact in a customer-first industry