Health Insurance Services Manager

About the role

The Health Insurance Services Manager will lead the end‑to‑end delivery of health insurance services, ensuring insured members receive timely, high‑quality support across all touchpoints. Reporting to senior management, the role combines operational oversight, customer experience improvement and team leadership within a dynamic insurance environment.

Key responsibilities

• Manage and coordinate daily health insurance service operations.
• Ensure high‑quality, timely service for insured members and oversee the full customer journey.
• Collaborate with medical services, claims, provider networks, call centre, sales and other functions.
• Handle complex cases, complaints and escalations while maintaining service standards.
• Monitor KPIs, SLAs and service quality, initiating corrective actions as needed.
• Analyse feedback and recurring issues to drive continuous improvement.
• Develop and implement CX and service‑quality initiatives.
• Review and optimise processes, procedures and workflows.
• Prepare performance reports and recommendations for management.
• Participate in digitalisation and automation projects.
• Lead, coach and develop the service team.
• Ensure compliance with internal standards, confidentiality and regulatory requirements.

Required profile

• Higher education in Business Administration, Management, Healthcare Management, Medicine, Insurance or a related field.
• 3–5 years of relevant experience in insurance, health insurance, healthcare or service management.
• Proven managerial or team‑leadership experience.
• Strong understanding of health‑insurance and customer‑service processes.
• Experience managing KPIs, SLAs and service‑quality metrics.
• Analytical mindset with a focus on process improvement.
• Fluent in Georgian; English and/or Russian are a plus.

Required skills

• Microsoft Office