Manager - Client Operations & Support
ZinniaLife & company
Gurugram, IndiaManager
KKR
Eldridge Industries
Vista Credit Partners
Operations & StrategyNew
About the role
TL;DR
Manage client inquiries, escalations, and service requests, ensuring timely resolution and high-quality client experience.
- •WHO WE ARE: Zinnia is the leading technology platform for accelerating life and annuities growth.
- •With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products.
- •All of which enables more people to protect their financial futures.
- •Our success is driven by a commitment to three core values: be bold, team up, deliver value
- •Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.
- •WHO YOU ARE: The Client Operations & Support Manager serves as the operational liaison between Zinnia’s clients and internal functional teams.
- •This role is responsible for managing client inquiries, operational escalations, and service requests, ensuring timely resolution and a high-quality client experience.
- •The role works cross-functionally with Operations, Technology, Finance, Licensing, and Shared Services teams to coordinate issue resolution, provide operational insights, and support client service delivery.
- •This position plays a critical role in maintaining service excellence and supporting client relationships from an operations perspective.
- •WHAT YOU’LL DO: Client Support & Escalation Management Serve as the operational point of contact for client support requests outside standard processes.
- •Manage escalations from intake through resolution, ensuring timely follow-up and closure.
- •Monitor shared client mailboxes and ensure inquiries are routed and resolved appropriately.
- •Handle cases requiring special handling and ensure compliance with operational guidelines.
- •Cross-Functional Coordination Collaborate with internal teams including Operations, Technology, Finance, Licensing, and Shared Services to resolve client requests.
- •Engage subject matter experts and functional leads to address complex inquiries.
- •Ensure workflow items submitted through operational channels are resolved accurately and efficiently.
- •Operational Governance & Reporting Provide clients with operational metrics including volume trends, processing status, and performance insights.
- •Support scorecard inquiries and operational reporting requests.
- •Assist in resolving administrative invoice queries and access-related issues.
- •Client Communication & Relationship Support Facilitate clear and professional communication with clients regarding request status and resolutions.
- •Support recurring operational meetings by preparing data, insights, and action updates.
- •Assist in preparation of operational presentations and business review materials.
- •Actively participate in client monthly/quarterly reviews, representing ZInnia’s performance, operational metrics and service delivery outcomes Ensure commitments and service priorities are tracked and fulfilled.
- •Process Improvement & Service Excellence Identify recurring issues and recommend process improvements.
- •Support operational best practices to improve efficiency and client satisfaction.
- •Maintain documentation of procedures, resolutions, and operational guidelines.
- •WHAT YOU’LL NEED: Bachelor’s degree (minimum) 10+ years of total work experience out of which 6+ years in business operations, client support, financial services, or insurance operations.
- •Proven ability to manage client requests and escalations in a fast-paced environment.
- •Strong facilitation, problem-solving, and coordination skills.
- •Excellent written and verbal communication skills.
- •Ability to manage multiple priorities with accuracy and efficiency.
- •Strong stakeholder management and collaboration skills.
- •PREFERRED QUALIFICATIONS: Experience in life insurance, annuity administration, or financial services operations.
- •Exposure to client service delivery or global delivery models.
- •Knowledge of process improvement methodologies (Lean, Six Sigma).
- •Experience with operational reporting and data analysis.
- •Advanced proficiency in Microsoft Office tools.
- •Key Competencies Client focus and service excellence Operational accountability Cross-functional collaboration Analytical thinking and problem-solving Professional communication and executive presence Continuous improvement mindset Work Model & Collaboration Will work closely with US-based client relationship leaders and operational teams.
- •Requires complete overlapping work hours with US time zones as needed.
- •Participation in client calls and leading regular operational reviews.
- •WHAT’S IN IT FOR YOU? We’re looking for the best and brightest innovators in the industry to join our team.
- •At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done.
- •Visit our website at www.zinnia.com for more information.
- •Apply by completing the online application on the careers section of our website.
- •We are an Equal Opportunity employer committed to a diverse workforce.
- •We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
Required skills
Business OperationsExcelPowerPoint
Domain expertise
fintechinsurtech
Tech stack
ExcelPowerPoint