Manager - Client Operations & Support

About the role

Zinnia is a leading tech platform accelerating life and annuity growth. This Manager – Client Operations & Support role leads client support, escalations, and cross‑functional coordination to deliver high‑quality service. The role manages inquiries, escalations, reporting, and process improvements while collaborating with Ops, Tech, Finance, Licensing, and Shared Services. Requires 10+ years in business operations, client support, or insurance operations, strong facilitation, stakeholder management, and communication skills. The position is based in Gurugram, India, with overlapping US hours.

What you’ll do

• Serve as operational POC for client support requests outside standard processes
• Manage escalations from intake to resolution, ensuring timely follow-up
• Monitor shared client mailboxes, route and resolve inquiries
• Handle special cases, ensure compliance with guidelines
• Collaborate with Ops, Tech, Finance, Licensing, Shared Services to resolve issues
• Engage SMEs and leads for complex inquiries
• Ensure workflow items submitted through operational channels resolved accurately
• Provide clients with operational metrics, volume trends, status, insights
• Support scorecard inquiries and operational reporting requests
• Assist with administrative invoice queries and access issues
• Facilitate clear communication with clients on request status and resolutions
• Prepare data, insights, action updates for recurring operational meetings
• Assist in preparing operational presentations and business review materials
• Participate in client reviews, represent performance, metrics, delivery
• Track commitments and service priorities
• Identify recurring issues, recommend process improvements
• Support operational best practices to improve efficiency and client satisfaction
• Maintain documentation of procedures, resolutions, operational guidelines

What you’ll bring

• Bachelor's degree
• 10+ yrs total experience, 6+ yrs ops, client support, finance, insurance
• Manage client requests & escalations in fast‑paced settings
• Facilitate, solve problems, coordinate teams
• Excellent written & verbal communication
• Manage multiple priorities accurately
• Stakeholder management & collaboration

Nice to have

• Life insurance, annuity, or financial services ops experience
• Client service delivery or global delivery model exposure
• Lean, Six Sigma process improvement knowledge
• Operational reporting & data analysis experience
• Advanced Microsoft Office skills

Skills

Education

Bachelor's degree