Operation Manager

Responsibilities

Lead the Broker Admin team to deliver efficient, cost-effective daily operations and high-standard support for clients. Oversee service quality, operational workflows and compliance risk control to ensure stable and robust team performance.

Provide professional training on insurance and broking practices to team members, deliver ongoing operational guidance, and ensure accurate and consistent client admin support on a daily basis.

Set clear team service targets, supervise daily workflows of supervisors and team members, conduct regular performance reviews, and coach teammates to achieve individual and annual performance goals.

Review, refine and optimize existing operational procedures to enhance overall efficiency and accuracy. Collaborate cross-functionally with internal teams including Business Solution, Sales and Finance to ensure proper revenue recognition and align administrative workflows with evolving business needs.

Monitor real-time operational dashboards, proactively identify operational gaps and risks, and lead continuous process improvement projects to drive year-on-year operational enhancement and scalability.

Liaise with external consultants, finance department, senior management and insurance carriers to resolve billing, commission, aging invoice and accounts receivable matters in a timely manner.

Independently handle client feedback and complaints, conduct thorough follow-ups with relevant stakeholders, and implement service enhancements to elevate overall client experience.

Qualifications

Bachelor’s degree or above; major in Finance, Insurance, English or related disciplines is preferred.

Minimum 3 years of solid operational experience in employee benefits, insurance brokerage or broker.

Self-driven, proactive and capable of working independently under fast-paced environments.

Strong multi-tasking skills with the ability to prioritize workloads and meet tight deadlines.

Meticulous, detail-oriented and highly accurate in daily execution.

Excellent client-oriented service mindset and communication skills.

Advanced Excel proficiency is a definite advantage.

Fluent in written and spoken English, Mandarin and Cantonese.