About Loop
Loop is building the most trusted health benefits and insurance platform for modern Indian companies. We power insurance, healthcare access, and diagnostics for thousands of employers and their teams.
This role sits at the heart of our operations engine — where data quality, operational rigor, and SLA discipline determine business outcomes.
Role Overview
We’re looking for a hands-on Operations leader to lead a team responsible for executing high-volume, time-sensitive client servicing requests.
These requests require accurate processing within defined turnaround times and often involve coordination with external partners such as insurers. The team plays a critical role in ensuring that customer requests are validated, processed, and completed correctly across internal systems and partner workflows.
You will own the end-to-end operational pipeline that converts client requests into clean, accurate, and timely execution outcomes.
This role combines:
● People leadership
● SLA ownership
● High-volume transaction operations
● Partner coordination
● Process improvement and automation
Success in this role requires building a disciplined operational engine that can handle growing request volumes while maintaining high accuracy and predictable turnaround times.
What You’ll Own
● Lead a team of 25+ operations associates and team leads managing high-volume and SLA-driven client requests.
● Own end-to-end workflow across client inputs → internal processing → external partner submission → final execution→ client confirmation
● Define and enforce operational quality standards, validation rules, and audit checks.
● Manage daily transaction volumes, backlogs, and SLAs.
● Partner closely with Product & Engineering to automate manual workflows and build/improve internal tools.
● Build and own dashboards to track execution velocity, error rates, SLA adherence, and external partner performance.
● Act as the final accountability owner for accuracy and timeliness of data leaving the system.
What You Bring
● 8–12 years of experience managing high-volume operations or client servicing workflows.
● 4+ years of experience leading operations teams, with clear accountability for delivery, quality, and turnaround times.
● Strong experience working in SLA-driven environments where accuracy and timeliness are critical.
● Demonstrated ability to manage complex workflows involving multiple stakeholders, including external partners or vendors.
● Proven track record of reducing operational errors, improving turnaround times, and scaling teams while maintaining quality.
● Strong process discipline with the ability to build SOPs, validation frameworks, and operational controls.
● High comfort with data and operational metrics; ability to use Excel or similar tools to track throughput, errors, and performance.
● Ability to operate effectively in high-volume, high-velocity operations environments with multiple parallel requests.
● Experience in insur-tech, fintech, marketplaces, logistics, or other transaction-heavy industries is helpful but not mandatory.
What Success Looks Like in 12 Months
● Transaction and execution error rates reduced to near-zero
● SLA adherence and partner turnaround times meaningfully improved
● Clean, predictable handoffs across commercial, operations, and partner systems
● AI-assisted and automated workflows live for key execution paths
● A high-performing, accountable ops team you’ve built and developed
