Digital Brokerage Operations and Service - Senior Manager

1. Digital Customer Service Strategy & Operations Enhancement

• Lead and manage the digital brokerage’s customer service and operations teams

• Design and implement a digital-first service strategy leveraging AI, automation, and omnichannel solutions

• Streamline customer interactions across chatbots, social platforms, and digital channels to improve customer satisfaction

• Define and enforce SLAs to ensure consistent, high-quality service standards

• Identify service pain points and optimize workflows to reduce response time and improve service outcomes

• Collaborate with cross-functional teams to align service operations with business goals

• Deliver regular performance reports with strategic insights for senior leadership

2. Operational Efficiency, Automation & Continuous Improvement

• Evaluate end-to-end service and operations workflows to identify automation and optimization opportunities

• Lead the implementation of AI, automation, RPA, and analytics to streamline processes and minimize manual work

• Monitor key performance indicators, translating insights into actionable improvements

• Leverage data and customer feedback to drive continuous enhancements across all service touchpoints

• Conduct root cause analyses to proactively resolve recurring issues and elevate service quality

Qualifications:

• Bachelor’ in Business Administration, Digital Transformation, Operations Management, or related fields

• 7+ years of experience in digital customer service operations, or digital transformation, preferably in insurance, financial service, or digital brokerage

• Proven experience in implementing automation solutions for service operations to improve efficiency and automation

• Strong leadership, project management, and problem-solving capabilities

• Understanding of customer journey mapping, digital service frameworks, and regulatory compliance in insurance

• Ability to thrive in a fast-paced, dynamic, and collaborative environment