Operation Executive

About the role

We are looking for an experienced Operations Executive to support the day-to-day operations of insurance claims and business process outsourcing (BPO) projects. This role is responsible for ensuring service delivery meets agreed Service Level Agreements (SLAs), managing operational performance, resolving issues, supporting workforce and asset management, and driving continuous process improvements. The successful candidate will work closely with clients, internal stakeholders, and project teams to maintain operational excellence, compliance, quality standards, and customer satisfaction while supporting project implementation and business growth initiatives.

Key responsibilities:-

Operations management

• In charge of day-to-day operation in accordance with project scopes and requirements; Ensure the production processes and outputs are delivered as required in the Service Level Agreements (SLAs) including speed, accuracy, Turnaround Time (TAT), quality standard and operational hour.
• Address and resolve operating issues by effectively communication with internal and external stakeholders; timely response to client’s enquires and requests
• Develop and execute preventive and corrective actions for errors and non-compliance issues
• Control operation cost in related to fluctuated volumes
• Investigate and resolve escalated incidents and prepare incident report
• Provide accurate production data for report generation to client or management review

Resource and Manpower Management

• Provide training and coaching to operation teams covering service requirements, operations processes and compliance; Ensure team member are understand and comply with processes and rules
• Facilitate knowledge transfer and cross-training within the team to ensure operational continuity.
• Control employee utilization, free time and unscheduled break targets
• Foster a positive team culture by motivating, engaging, and encouraging participation in company initiatives and activities

Asset management

• Manage and maintain of project equipment and assets (PCs, monitors, equipment, operational tools.) to ensure uninterrupted operations.
• Coordinate asset inventory management, tracking, maintenance, and replacement when necessary.
• Liaise with IT team to resolve system and equipment-related issues promptly

Project management

• Support the Project Manager in project implementation, transition, and business-as-usual (BAU) activities.
• Analyze operational errors on daily basis and suggest practical solution and actions for continuous improvement
• Communicate the project specifications and business rules to team operators and relevant departments
• Support client audits, internal audits, and compliance reviews when required

Requirements:-

• Secondary educated or above
• At least 5 years of experience in document management process, insurance operations, claims administration, healthcare administration, or project operations
• Experience in claims processing, workflow management, client servicing, project or case management is preferred
• Proficient in Microsoft Excel, Word and Outlook
• Business proficiency in English for email and report writing
• Business Process Outsourcing (BPO) and IT industry knowledge is preferable