Senior Analyst - Service Support Management

Job Summary

Senior Analyst - Service Support Management plays a crucial role in managing customer support operations, ensuring high-quality service delivery and promoting customer satisfaction. They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization.

Responsibilities

• Manage assigned books of business, ensuring portfolio quality, timely renewals, SLA adherence, effective handling of clarifications, exceptions, and handoffs, while minimizing rework and driving first-time-right outcomes.
• Act as the primary point of contact for assigned CSMs/branches, providing timely operational support, managing stakeholder expectations, and fostering strong working relationships.
• Support a team of 5-7 Client Service Managers at the branch.
• Support the complete policy lifecycle, proactively initiating pre- and post-renewal activities, monitoring triggered tasks, and ensuring accurate and timely completion of all servicing activities.
• Participate in renewal reviews and client servicing discussions, ensuring policies are renewed within agreed timelines while maintaining service quality and customer satisfaction.
• Maintain comprehensive knowledge of insurance products, client portfolios, industry trends, and market conditions, applying product and risk expertise to support informed recommendations and service delivery excellence.
• Manage branch queries, feedback, and escalations effectively, ensuring acknowledgements and resolutions are delivered within agreed service timelines.
• Ensure adherence to SOPs, process flows, regulatory requirements, and business controls, while maintaining accurate documentation, compliance records, and audit readiness.
• Identify process inefficiencies, evaluate operational challenges, implement preventive actions, and contribute to continuous improvement initiatives that enhance service effectiveness and customer experience.
• Maintain and update process documentation, job aids, SOPs, clarification logs, and best-practice repositories, ensuring knowledge is effectively shared across teams.
• Collaborate with branch, producers, Client Service Managers, and legacy partners to ensure seamless service delivery and effective management of dependencies.
• Provide proactive communication regarding service status, delays, revised timelines, and operational risks to stakeholders and leadership.
• Complete required learning programs, certifications, and capability-building initiatives while actively participating in workshops, team discussions, and knowledge-sharing forums.
• Support key accounts through personalized service, attention to detail, and increasing participation in interactions with clients, insurers, and branch stakeholders.
• Maintain accurate operational logs, track service metrics, clarifications, referrals, and SLA performance, providing actionable insights that improve service quality, reduce repeat clarifications, and strengthen operational effectiveness.

Qualifications

• Education: Bachelor / Master
• Licenses/Certificates: Insurance Certification will be an additional advantage
• Work Experience: Graduate with 3-5 years of experience in an Insurance domain
• Insurance certification - good to have
• Transition/onboarding of service - good to have
• SPOC (Single Point of Contact) role for operations - good to have
• Onshore travel experience - good to have
• Valid U.S. Visa - good to have
• Desired Skills and Competencies: Excellent Written and Oral communication skills; Stakeholder Management Relationship Building; Proactive Problem Solving; Ownership and Accountability; Insurance domain knowledge; Analytical Thinking Decision Making

Skills

• Excellent Written and Oral communication skills
• Stakeholder Management Relationship Building
• Proactive Problem Solving
• Ownership and Accountability
• Insurance domain knowledge
• Analytical Thinking Decision Making

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.