Position OverviewWe are seeking a highly organized, proactive, and results-driven Lead & Operations Coordinator to oversee daily administrative operations, manage incoming leads, coordinate team activities, and ensure an exceptional client experience.

The ideal candidate will take ownership of operational processes, improve team accountability, and support the continued growth of our insurance business.

Key Responsibilities

1. Lead Management & Coordination

- Oversee incoming leads from social media, WhatsApp, referrals, and other marketing channels.
- Ensure all new inquiries receive timely responses and appropriate follow-ups.
- Collect required client information and documents for insurance quotations.
- Prioritize inquiries based on renewal dates and business requirements.
- Maintain accurate lead records and monitor progress through the CRM.

2. Daily Operations Management

- Coordinate daily workflow between the quoting team, marketing team, and Principal Broker.
- Ensure employees follow established company policies, procedures, and operational guidelines.
- Identify workflow bottlenecks and recommend improvements.
- Monitor outstanding tasks and ensure deadlines are met.
- Prepare daily and weekly operational reports.

3. Team Coordination & Accountability

- Establish transparent daily priorities and track assigned responsibilities.
- Encourage team members to take ownership of their work.
- Monitor task completion, productivity, and service standards.
- Identify performance gaps and communicate improvement opportunities to management.
- Assist with employee onboarding, training coordination, and operational documentation.

4. Client Experience & Customer Satisfaction

- Ensure clients receive professional, timely, and consistent communication.
- Track outstanding callbacks, documents, and service requests.
- Coordinate the resolution of administrative concerns.
- Escalate insurance advice requests, coverage questions, and complex complaints to licensed personnel.




- Develop and implement strategies to improve customer satisfaction and retention.

5. CRM Management & Reporting

- Maintain and update the lead management system.
- Ensure every lead has an assigned owner, current status, and next follow-up date.
- Monitor lead response times, quoting turnaround times, and conversion rates.
- Prepare reports on new leads, pending quotations, completed quotes, and outstanding follow-ups.
- Provide management with operational insights and recommendations.

6. Head Office & Internal Coordination

- Maintain effective communication with head office and internal departments.
- Coordinate administrative requirements, documentation, and operational updates.
- Escalate important matters to the Principal Broker.
- Support the implementation of company policies and operational procedures.

Required Qualifications
- Experience in operations, administration, customer service, or team coordination.
- Excellent communication and organizational skills.
- Strong attention to detail and ability to manage multiple priorities.
- Experience with CRM software, spreadsheets, and digital communication tools.
- Ability to work independently and take accountability for results.
- Insurance industry experience is an asset.
- Strong problem-solving skills and a proactive working attitude.

Working Hours: 6:30 PM to 2:30 AM (IST), Monday to Friday.

Note: You will be required to work according to Canadian (Eastern) business hours, with adjustments for daylight saving time as applicable.

Key Performance Indicators

- Lead response time and follow-up completion.
- Number of overdue callbacks and outstanding inquiries.
- CRM data accuracy and completeness.
- Quoting workflow efficiency.
- Client satisfaction and complaint resolution coordination.
- Team task completion and overall operational efficiency.

Important: This is an operational and administrative position. Insurance advice, policy recommendations, regulated sales activities, and required licensed supervision remain the responsibility of appropriately licensed and authorized personnel.

📌 Lead & Operations Coordinator (Ahmedabad)
🏢 Urvish Patel u0026 Associates
📍 Ahmedabad