Business Operations Assistant
3 weeks ago
Key Responsibilities:
- Process new business queries efficiently.
- Manage discrepancies and Field Operations Procedures (FOPs).
- Oversee Work-In-Progress (WIP) management.
- Handle Field Operations queries and complaints.
- Process cheques, cash, and credit card transactions.
- Clear poll colls.
- Manage petty cash and vendors.
- Ensure statutory and facility compliance.
- Manage agency contracts with existing agents.
Adhere to all regulatory requirements.
Process customer requests through Point of Sale (POS).Transition sales to service and recruitment.Persist customer relationships at the 13th and 25th months.Focus on customer retention and revenue growth.Measure of Success:
- Achieve an Applied to Paid ratio of > 88%.
- Reduce discrepancy rates to < 3%.
- Resolve GO actionable items within the set timeframe.
- Maintain a customer/distribution satisfaction score of +3.5.
- Ensure 100% Day 1 compliance.
- Generate PCVs in real-time with 40% balance replenishment.
- Process bills and manage costs effectively.
- Adhere to established processes and guidelines.
Process documents within 2 days of receipt.
- Handle agent queries and code follow-ups.
- Process agent reimbursements accurately.
- Maintain POS accuracy at 97% and decline rates at 3%.
- Collect 13+25 Month payments > 89%.
- Sustain surrender/retention > 70% and ECS retention > 30%.
Desired Qualifications and Experience:
- Minimum 2-3 years of experience, with at least 2 years in customer service, operations, or finance.
- Candidates with a performance rating of G2M2 and 12 months in the current role.
- Candidates with a performance rating of G3M3 and 18 months in the current role.
For lateral movement, candidates should have completed 12 months in the current role and have a minimum performance rating of G3M3.
Knowledge and Skills Required:
- Ability to work in a fast-paced environment.
- Strong people skills.
- Good coordination skills.
- Proficiency in data management on Excel.
- Accounting knowledge.
- Customer-centric approach.
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