ADM Value supports demanding brands through a performance-driven culture, experienced teams, and flawless operational execution.
As part of the launch of a new strategic project in insurance, we are recruiting an Operational Activity Manager (OAM) to lead an Insurance activity (Customer Service & Sales Service), during the set-up phase.

Reporting to the Site Director (N+1), you will have a key role: structuring the activity, establishing management routines, building the team, and ensuring a level of quality and performance that meets commitments.

Your goal:
To take a project under construction and turn it into a stable, high-performing, controlled, and scalable activity, within the scope of insurance customer service, integrating inbound and outbound flows.

Responsibilities & duties

Setup & Launch (Set-up Phase)

• Co-develop the project organization with internal teams and the client.


• Define processes, production rules, customer journeys, and management indicators from the start.


• Participate in the recruitment, training, and supervision of the initial teams (call center agents, supervisors, team leaders).


• Ensure the availability and quality of tools/scripts/materials needed for the launch.


• Establish a clear framework from the beginning: rigor, commitment, method, pace.

Performance Management & Operational Strategy

• Develop the ramp-up strategy: objectives, priorities, trajectory.


• Implement rigorous monitoring of KPIs and corrective action plans (daily/weekly).


• Optimize resources to ensure quality, productivity, and profitability.


• Produce structured reports for management and the client.

Management & Team Leadership

• Build a strong and responsible project team.


• Deploy skill development plans adapted to the set-up phase.


• Foster a culture of execution: individual/collective performance, coaching, feedback, operational discipline.


• Ensure team cohesion and dynamics in an evolving environment.

Client Relationship

• Be the main operational contact during the launch phase.


• Participate in steering committee meetings, anticipate roadblocks, and secure commitments.


• Build a working relationship based on reliability, responsiveness, and transparency.

Continuous Improvement

• Quickly identify issues and propose simple, effective solutions.


• Structure an operational roadmap for ramp-up.


• Capitalize on learnings from the set-up phase to standardize best practices.

We are looking for an experienced OAM in the same role, with strong expertise in Insurance.

• Essential experience: minimum 4 to 6 years in an Operational Activity Manager position in the offshoring sector.


• Insurance expertise – customer service & tele-sales: proven experience in a customer support role (managing requests, contract follow-up, complaint handling, customer retention, etc.).


• Flow management: proven operational experience with inbound AND outbound call campaigns (volume management, quality monitoring, productivity, objective achievement).


• Management & performance: ability to define and monitor KPIs (CSAT, service rate, AHT, FCR, compliance, productivity...) and deploy rapid, structured action plans.


• Management: proven experience managing supervisors and operational teams, leading routines (briefings, coaching, quality calibration, improvement plans).


• Quality & compliance: keen sense of rigor, compliance, and service excellence (scripts, customer journeys, customer approach, traceability).


• Management posture: leadership, ability to make decisions, structure, engage teams, and maintain a high level of customer service.

Valued Assets:

• Experience in setting up/launching or taking over an insurance activity.


• Experience in environments with SLA/quality/compliance commitments.