Service Operations Manager

Position Overview

The Service Operations Manager acts as the primary and crucial contact point for Agents and Members, maintaining a comprehensive understanding of all related matters to address inquiries promptly. This role demands proactive problem-solving that considers broader contexts beyond individual cases to provide solutions that serve company interests without sacrificing excellent service standards. The Manager also bridges communication between Operations and the Sales team to fulfill both client and company requirements.

Key Responsibilities

• Cultivate trust and strong business relationships with agents.
• Offer administrative support to the Sales Director, including sales analysis, report generation, and managing day-to-day tasks like scheduling appointments.
• Communicate sales information to all brokers and assist in recruiting new brokers or companies.
• Prepare pre-sales documentation and manage follow-up for new broker contracts.
• Respond promptly to sales-related queries via phone or email, ensuring excellent client service.
• Assist agents in securing new business and renewals by regularly reviewing progress reports to expand and sustain the business portfolio.
• Collaborate closely with Sales, Marketing, and Operations teams by providing feedback to enhance services and workflows.
• Organize seminars for agents and support Sales Directors in coordinating market events.
• Deliver product and service training sessions, including Agent Portal instruction.
• Manage live chat tools and the BDCallback inbox to support communication.
• Analyze and resolve commission-related questions.
• Generate various reports to aid agents in tracking new business and renewals.
• Implement system enhancements and develop new guidelines or processes as necessary.
• Support special projects through implementation and testing when required.

Problem Solving

• Work closely with agents to pinpoint opportunities for service improvement and communicate solutions effectively.
• Coordinate with operations staff to address issues and develop enhancements.
• Continuously evaluate, clarify, and confirm customer needs proactively.

Required Qualifications

• Strong analytical capabilities.
• Effective oral and written communication skills.
• Meticulous attention to detail.
• Self-driven with the ability to work independently.
• Flexible and adaptable to change, able to handle pressure well.
• Collaborative team player exhibiting a positive and professional demeanor.
• Leadership qualities geared towards problem ownership and solution development.
• Basic skills in project management.
• Fluency in English, both spoken and written.
• Ability to prioritize tasks and multitask efficiently.
• Competent presentation skills for both small and large groups.

Education and Experience

• Graduate degree preferably in business or related fields from an accredited institution.
• Minimum of 3 years in Account Management or similar roles, preferably dealing with demanding clients.
• Experience in international health insurance is advantageous.

Technical Skills

• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook.