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.