• Oversee the entire operations lifecycle, ensuring a seamless customer experience from onboarding to claims settlement.
• Monitor and manage service levels across all processes to ensure timely and effective service delivery.
• Implement and enforce appropriate processes within a defined Turnaround Time (TAT) to minimize errors and process gaps.
• Address service and operations requests promptly and handle customer complaints with professionalism and efficiency.
• Continuously identify areas for process improvement and recommend strategies to enhance operational efficiency.
• Participate in User Acceptance Testing (UAT) and ensure electronic point of sales testing for both internal and external clients.
• Contribute to enhancing customer communication strategies, including NPS surveys, SMS notifications, and corporate communications.
• Prepare and present comprehensive reports and data related to customer service and operations functions to the Senior Management Team and stakeholders.
• Play a pivotal role in the Quality Assurance process to uphold high service standards and compliance.
• Support in creating and maintaining effective Standard Operating Procedures (SOPs) to streamline operations.

ob Requirement

• Bachelor’s degree in business administration, Operations Management, or related field.
• Proven experience in operations management or a similar role.
• Strong understanding of customer service principles and practices.
• Excellent analytical and problem-solving skills.
• Ability to communicate effectively with internal teams and external stakeholders.
• ·Proficiency in Microsoft Office suite, particularly Excel and PowerPoint.
• Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
• Detail-oriented with a focus on accuracy and quality.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Certification in project management or quality assurance is desirable.