Operations Analyst

An execution-focused role responsible for keeping Igloo operational cycles running accurately and on time. The work spans policy and after-sales operations, reconciliation and reporting, distribution program support, and process maintenance — with a strong routine component. The right person is organized, reliable, and takes ownership of recurring tasks.

Key Responsibilities

1 Policy & After-sales Operations

• Track policy issuance status per transaction; follow up with insurers on delays or failures.
• Verify policy documents are delivered to customers (email/SMS) within agreed timelines; resolve failed or pending deliveries and coordinate reissuance.
• Track endorsements, cancellations, and renewals; follow up with insurers on processing status.
• Coordinate document exchange with insurers and distribution partners across the policy lifecycle.
• Log post-purchase customer issues and coordinate resolution with the relevant insurer.

2 Reconciliation, Reporting & Data Quality

• Run monthly reconciliations across insurer and partner data; reconcile commission and fee statements against policy records.
• Collect source data ahead of each cycle and follow up on missing inputs.
• Prepare recurring business and after-sales reports (issuance rates, delivery success, KPIs, open exceptions); distribute once cleared by the manager.
• Log, categorize, and track operational issues and discrepancies through to resolution; escalate to the manager with a clear summary when unresolved.
• Run QA checks on system output and log issues for the tech team.
• Maintain report and reconciliation archives with version control.

3 Distribution Program Operations

• Coordinate partner and seller onboarding schedules; maintain the onboarding tracker.
• Run outreach and pitching to distribution partners as directed.
• Prepare training materials, decks, and session logistics for onboarding runs.
• Compile program performance data and prepare the standard report.
• Translate program materials English to Thai; maintain translation glossary.

4 Process & Coordination

• Follow established SOPs for all recurring tasks; flag deviations to the manager.
• Update SOPs and maintain the SOP library when processes change.
• Maintain team and project task trackers; coordinate handoffs and flag delays proactively.
• Support UAT runs and improvement testing as needed.
• Assist with onboarding new team members on operational processes.

Requirements

• 1–3 years of experience in insurance operations, policy administration, or a related role.
• Solid understanding of insurance broker or agency workflows — policy lifecycle, after-sales, reconciliation.
• Solid Excel or Google Sheets skills — reconciliation, data aggregation, templates.
• Detail-oriented, organized, and comfortable with high-volume routine work.
• Experience with non-life or life insurance products in the Thai market.
• Exposure to digital distribution channels or InsurTech platforms.