Client Support Manager

Job Title: Manager / Senior Analyst – Client Operations & Support

Location: Gurgaon/Noida

Department: Operations

Shift hours - Evening shift (starting 5.30 p.m IST)

About Zinnia

Zinnia is a leading technology platform that accelerates growth for life and annuity providers. Through innovative enterprise solutions and data-driven insights, Zinnia simplifies the experience of buying, selling, and administering insurance products, enabling more people to protect their financial futures. Zinnia administers over $180 billion in assets, supports 100+ carrier clients, and serves more than 2 million policyholders.

Role Summary

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.

Key Responsibilities

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.

Required Qualifications

• 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.

Why Join Zinnia

At Zinnia, you will collaborate with global teams, contribute to transforming insurance operations, and play a key role in delivering exceptional client experiences. We offer competitive compensation, growth opportunities, and the chance to work on industry-leading platforms and solutions.