Job Summary

To oversee customer support operations, ensuring efficient data management, high-quality interactions, and continuous workflow improvements.

Key Responsibilities

1. Direct The Resolution Of Customer Queries And Issues Via Email Or Chat, Ensuring Swift And Effective Responses.
2. Managing Troubleshooting Tasks, Providing Effective Solutions, And Escalating Complex Issues To Higher Levels Of Support When Necessary
3. Evaluate Operational Workflows, Identifying Inefficiencies And Suggesting Enhancements For Improvement.
4. Ensure The Quality And Precision Of Processed Data And Customer Interactions Are Maintained At The Highest Standards.
5. Oversee The Accurate Entry, Updating, And Management Of Data Across Multiple Systems And Databases.

Skill Requirements

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Other Requirements

Job Description

Role: Business Operations Analyst – Group Benefits

Experience: 1–2 Years

Level: Junior / Entry-Level Professional

Role Summary

This role will focus on ensuring smooth operational delivery across policy administration, claims support, and customer servicing while driving process efficiency and compliance. The ideal candidate will have foundational experience in insurance operations or financial services, with strong analytical and problem-solving capabilities.

Key Responsibilities

Operational Delivery

• Support end-to-end processing of Group Benefits operations, including policy administration, enrolments, and servicing requests
• Assist in claims processing and validation, ensuring accuracy and adherence to SLAs
• Perform data entry, verification, and reconciliation across systems
• Ensure timely resolution of customer and partner queries

• Follow standard operating procedures (SOPs) and maintain compliance with regulatory and internal policies
• Identify process gaps and support continuous improvement initiatives
• Contribute to automation and efficiency projects where applicable

• Collaborate with internal teams (Claims, Underwriting, Finance, Customer Service) to ensure seamless operations
• Communicate effectively with stakeholders to resolve operational issues

• Maintain operational trackers, dashboards, and MIS reports
• Analyse basic operational data to highlight trends, errors, and improvement opportunities

• Ensure adherence to compliance standards, audit requirements, and data privacy guidelines
• Escalate risks, discrepancies, or operational issues in a timely manner

Required Skills & Qualifications

Education

• Bachelor’s degree in Business Administration, Finance, Insurance, or related field

Experience

• 1–2 years of experience in:
• Insurance operations (preferred – Group Benefits, Life, Health)
• OR BFSI/financial services operations

Core Skills

• Strong attention to detail and accuracy
• Basic understanding of insurance concepts (Group Benefits preferred)
• Proficiency in MS Excel (data handling, basic formulas, reporting)
• Good written and verbal communication skills
• Problem-solving and analytical mindset

Preferred Skills

• Exposure to policy administration or claims systems
• Experience working in SLA-driven operational environments
• Knowledge of regulatory/compliance frameworks in insurance

Key Competencies

• Customer-centric approach
• Process-driven mindset
• Ability to work under deadlines
• Team collaboration and accountability
• Continuous learning orientation