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Job Purpose:
The Senior Insurance Operations Coordinator is responsible for managing all aspects of Insurance Member Management. This role involves optimizing internal operations, managing workflow across stakeholders, and ensuring the smooth and efficient functioning of the business. The Insurance Operations Coordinator will work closely with brokers and insurance providers to verify and ensure that all documentations and requests are completed in a timely manner without any errors. Also, to provide excellent service and response to clients enquiries without complaints.


Key Responsibilities:


Maintain accurate records of policyholders and member listings associated with the policies.

Maintain an up-to-date list of members according to clients' information and ensure that all documentation is complete and stored in the system.

Verify the accuracy of documents such as policies, member lists, care cards, and FCL letters.

Monitor and track pending items from insurers, such as care cards and FCL letters, using JIRA system.

Provide excellent customer service by responding to inquiries, addressing customer concerns, and resolving complaints.

Offer advice and guidance to policyholders and their employees, assisting them in understanding their insurance coverage.

Manage and prioritize own workload to meet individual SLA, KPI, and Quality targets.

Lead and/or participate in stakeholder engagement sessions, working in partnership with brokers to improve the client experience and understand the needs and expectations of both internal and external clients.

Manage escalated calls, complaints, questions, and queries as necessary, overseeing the complaints management system and the quality of communications with client-facing colleagues.

Ensure quality control and resolve any errors detected.

Prepare Operations analysis reports and performance reports.


Experience, Knowledge, and Skills:


Bachelor's degree in Business Administration or related fields.

At least 5 years of work experience in Life Insurance Operations.

Good knowledge and skill in Microsoft Office tools (Outlook, Word, Excel, PowerPoint).

Good knowledge of Life, Health, and PA insurance coverage and business operations.

Excellent communication skills, both written and verbal, and presentation skills.

Proficiency in English, both writing and speaking.

Having a growth mindset, creativity & initiative, critical thinking, and decision-making skills.

High responsibility and ability to work under pressure.

Good time management with job prioritization.

Strong sense of urgency with an excellent service mind.

Experience in the Broking industry is a plus.