Operations Manager
- Lead and inspire the operations team to deliver outstanding support based on customer needs and policy requirements.
- Drive customer experience excellence from inquiries and feedback to resolution, follow-up, and quality improvement for our business partners such as Carsome, Grab, Foodpanda, Lalamove, iMotorbike, SOCAR, Koperasi etc.
- Act as the primary point of contact for escalated operational issues or emergencies. Develop plans to address any critical issues to ensure minimal disruption to operations, and to manage expectations from business partners.
- Track and enhance operational performance using metrics such as response time, accuracy, job completion rates and/or other performance data.
- Implement continuous improvement initiatives to boost operational efficiency, work flow, and team performance. Experience in AI implementation is a strong plus point.
- Prepare and maintain organized records and documentation, efficiency reports, budget etc to ensure smooth departmental operations.
- Coach and develop your operational team, building up operational excellence and achieving optimal performance.
Requirements
- Minimum of 4~5 years experience in operations or insurance processing roles. Experience in a corporate direct, brokerage and/or other intermediary capacities is an added advantage.
- Good experience in managing an operations team. Knowledge in motor insurance is an added advantage.
- Strong attention to detail, methodological and excellent analytical skills.
- Strong communication skills, in Bahasa Malaysia and English, both written and verbal.