Associate - Operations

About the role

The Associate – Operations will handle inbound calls from customers and agents, providing assistance with insurance policy transactions such as new business, renewals, amendments and enquiries. The role is focused on delivering high‑quality customer service while meeting key performance indicators.

Key responsibilities

• Answer inbound customer and agent calls and resolve account‑related queries.
• Process insurance policy transactions, including new policies, renewals, amendments and general enquiries.
• Achieve or exceed KRAs such as NPS, quality, productivity, AHT and other business‑defined metrics.
• Work in a 24 × 7 environment with split‑offs and rotational shifts.
• Adapt to office or hybrid work arrangements as required by the business.

Required profile

• Minimum 1 year of contact‑center experience.
• High school diploma or equivalent.
• English proficiency at B2 level (SVAR and WriteX score 55‑58).
• Strong verbal and written communication skills with a neutral accent.
• Ability to multitask, maintain high attention to detail and work independently.

Required skills

• Proficiency with internet browsing, computer usage, typing and web‑based applications.
• Numeracy and telephone etiquette.