Senior Operations Officer

Service Request Management

• Manage and support client-initiated policy servicing requests across all Retail channels while maintaining service quality and agreed turnaround times.

• Handle complex, exception-based and escalated servicing cases by coordinating with relevant internal stakeholders.

• Ensure accuracy, completeness and timely closure of service requests in accordance with approved SOPs and operational controls.

• Provide senior-level support for business-sensitive, high-priority, regulatory or customer-impacting transactions.

Workflow Review & Task Assignment

• Review daily workflow queues, pending inventories and case aging to ensure timely flow of cases across the team.

• Support allocation and reallocation of tasks to team members based on volume, priority, complexity and available capacity.

• Identify bottlenecks, workload imbalances and service delivery risks, and escalate with recommended corrective actions.

• Monitor adherence to TAT/SLA standards and support supervisors in driving timely case completion.

UAT, System Enhancements & Project Support

• Lead and coordinate User Acceptance Testing (UAT) activities for system enhancements, automation initiatives, regulatory changes and process improvements.

• Review business requirements and provide Retail Operations input to ensure practical and compliant operating requirements are captured.

• Prepare, review and execute test scenarios/scripts, validate results, log defects and coordinate resolutions with IT and project stakeholders.

• Support operational readiness, user communication and production sign-off recommendations for system releases and enhancements.

Stakeholder & Escalation Management

• Act as a senior operational contact for Retail Distribution, Customer Service, Compliance, Finance, Legal, Risk, Product and IT teams.

• Ensure stakeholder queries, escalations and service issues are addressed accurately, professionally and within agreed timelines.

• Coordinate with internal teams to resolve exceptional cases and support seamless customer and business partner experiences.

• Support regular operational discussions with Retail channel stakeholders to review service issues, trends and improvement opportunities.

Process Governance, Quality & Compliance

• Ensure SOPs, process notes and operational guidelines are maintained, reviewed and aligned with current practices.

• Support audit requirements by providing timely documentation, evidence and operational clarification where required.

• Perform or support quality checks, peer reviews and control validations to reduce operational errors and rework.

• Understand and adhere to all applicable compliance requirements, including suspicious transaction reporting, screening, data protection, record retention and mandatory compliance training.

Senior Team Member Responsibilities

• Provide guidance and on-the-job support to Policy Servicing Operations specialists, Officers and new joiners.

• Act as a subject matter expert for complex Retail Policy Servicing processes and system-related queries.

• Support the Supervisor/Manager in monitoring team productivity, quality, service performance and operational priorities.

• Act as a back-up support to the Supervisor where required, including coordination of daily activities and follow-up on priority deliverables.

• Promote collaboration, knowledge sharing, continuous improvement and a positive team culture.

Reporting & Continuous Improvement

• Prepare or support MIS, dashboards, workflow reports, aging reports and productivity updates for management review.

• Analyze recurring issues, process gaps and service trends, and recommend sustainable improvements.

• Support operational transformation initiatives, automation opportunities and simplification of customer/service journeys.