Key Responsibilities:

- 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.

Pay: ₹511,000.00 - ₹912,000.00 per year

Work Location: In person

📌 Senior Operations Analyst – Insurance (Mumbai)
🏢 Opal Insurance Brokers
📍 Mumbai