- Manage insurance operations, policy issuance, renewals, and servicing.
- Monitor SLAs, operational KPIs, and insurer partner performance.
- Analyze data using SQL and Excel to identify process improvements.
- Collaborate with Product and Technology teams to resolve API and transaction issues.
- Drive automation, chatbot implementation, and customer retention initiatives.
- Develop SOPs, manage escalations, and improve customer experience.
- Mentor support teams and coordinate cross-functional stakeholders.
Preferred Qualifications
- Experience in digital insurance distribution, insurance broking, or fintech/insurtech platforms.
- Exposure to API integrations, UAT, reconciliation, and troubleshooting technology-related operational issues.
- Familiarity with customer support platforms such as Freshdesk and telephony solutions such as Avaya or Ubona.
- Experience implementing chatbots, AI calling, workflow automation, or self-service support solutions.
- Demonstrated ability to improve conversion, retention, productivity, and service delivery through data-driven initiatives.