Service Operations Manager

About the role

The Service Operations Manager is the primary point of contact for agents and members, ensuring timely resolution of inquiries and proactive support. This role bridges Operations and Sales, driving service excellence while aligning with business objectives.

Key responsibilities

• Develop and maintain strong relationships with agents, earning their trust.
• Provide administrative support to the Sales Director, including analysis, sales reports, and appointment scheduling.
• Communicate with BDCIS brokers, support recruitment, and manage pre‑sales material and contracting.
• Respond to sales inquiries via phone or email and deliver exceptional client service.
• Assist agents in closing new business and renewals through weekly status reviews.
• Collaborate with Sales, Marketing, and Operations to improve services and processes.
• Coordinate and support market seminars, agent trainings, and Agent Portal sessions.
• Handle live‑chat tools, commission inquiries, and generate performance reports for agents.
• Create guidelines, improve systems, and support special project implementation.
• Identify service improvement opportunities and work with operations staff to resolve issues.

Required profile

• Excellent analytical abilities.
• Strong oral and written communication skills.
• Detail‑oriented and self‑motivated.
• Adaptable to change and able to work under pressure.
• Team player with a positive, professional attitude.
• Leadership qualities and ownership mindset.

Required skills