Role Overview:
The Application Assistant Manager (Insurance, TPA & Coverage Systems) is responsible for ensuring stable, compliant, and high‑quality operational support for insurance, TPA claims, coverage, and medilimit systems. He/She oversees incident resolution, service performance, and operational governance for insurance‑related applications and workflows, working closely with TPAs, insurers, business operations, vendors, and IT teams. The role ensures systems and processes support accurate claims processing, coverage validation, regulatory compliance, and timely service delivery.
Key Responsibilities:
1) Operations & Service Management
- Coordinate incident and major incident resolution with technical teams and stakeholders.
- Support problem management activities to reduce recurring incidents.
- Monitor SLA / KPI performance and recommend corrective actions. Lead and deliver business within the insurance industry, ensuring high quality execution and string client satisfaction.
- Prepare operational dashboards, reports, and servicer eview materials.
- Provide clear status, risks and progress reporting to leadership. Lead business analysis on internal client engagements. Including requirement gathering, current-state assessment, gap analysis, and solution design.
- Standardise support documentation, processes, and reporting across countries or business units.
- Monitor resource capacity, utilisation, attrition risks, and escalation needs.
- Conduct regular operational reviews with internal team members and internal stakeholders.
- Ensure smooth knowledge transfer during project handover, system transition, or support onboarding.
- Track outsourced support deliverables, risks, and performance against contracts / SLAs.
2) Service Improvement & Strategy
- Support execution of application support strategy, roadmap, and transformation initiatives.
- Identify opportunities to improve support processes, service quality, and user experience.
- Drive automation, monitoring, and efficiency improvement initiatives.
- Recommend best practices for operational excellence.
3) Release Change, Performance & Availability
- Coordinate readiness checks before production deployment.
- Support release and migration activities into production environments.
- Monitor system performance and availability trends escalate risks proactively.
- Ensure adherence to change management and release governance processes.
- Recommend improvements to system resilience and stability.
4) People & Leadership
- Supervise support teams on daily operations.
- Provide performance feedback to team members.
- Assist manager in manpower planning, workload balancing,and resource optimisation.
- Planning of cross-skill training
5) Governance, Risk & Compliance
- Support readiness for internal audits, external audits, and regulatory reviews.
- Track completion of patching, vulnerability remediation, access reviews, and control attestations.
- Ensure timely submission of mandatory reports, evidence, and regulatory deliverables.
- Coordinate remediation of audit findings, control gaps, and compliance issues.
- Ensure systems operate in accordance with internal policies, security standards, and regulatory requirements.
- Drive early escalation on performance, reliability, and security risks.
Requirements:
- Diploma/Degree in Computer/Computer Science or Information Technology or equivalent
- At least 3-5 years of experience in application support
- Knowledge and experience in application modernization, source code refactoring, application frameworks, application testing and Healthcare related projects is advantageous
- Understanding of the distributed systems, APIs and technical knowledge in insurance, TPA & healthcare system will be an advantage
- Strong analytical, coordination, and communication skills (written and verbal), and the ability to manage multiple tasks simultaneously
- Strong analytical and troubleshooting skills with a proactive approach to issue resolution
- Self-driven, strong team player who is proactive, quality-conscious, and results-oriented
- Maybe required to travel regionally for project support, stakeholder meetings, and knowledge transfer.
