Assistant Manager - Sales Operations

The Assistant Manager - Sales Operations will oversee branch operations, lead a team of frontliners and back-office staff, and ensure exceptional service delivery across all customer touchpoints.

Job Description

We are one of the leading insurance companies in Mauritius which provides comprehensive insurance solutions across a broad range of sectors. We operate on both the individual and corporate markets, transacting all classes of short-term insurance business such as Car, Home, Accident, Health, Engineering, and Boat insurance.

At Eagle Insurance, we work differently... We have developed a customer-oriented culture, where our people are always turning the impossible into possible to exceed the needs of our clients. Ordinary isn’t part of our DNA. 

We believe that when imaginations run wild, everyone can reach their potential and accomplish great things! Together, we can shape the future of our company. 

Key Responsibilities

• Lead and manage a team of frontliners to deliver excellent branch operations and superior customer service.
• Monitor branch performance to ensure adherence to service quality standards and operational efficiency.
• Supervise back-office staff responsible for supporting brokers, salespersons, banks, and partners.
• Ensure smooth coordination between branches, back-office teams, and external stakeholders.
• Identify inefficiencies in current processes and develop innovative solutions to streamline operations.
• Lead process transformation initiatives, including the adoption of digital tools and technologies to enhance operational workflows.
• Monitor customer feedback, address complaints promptly, and implement strategies for continuous improvement.
• Ensure branches consistently deliver exceptional customer experiences.
• Provide detailed operational reports, including performance metrics and quality indicators, segmented by source of business.
• Analyze data to identify trends, areas for improvement, and opportunities to enhance operational sustainability.
• Ensure all branches adhere to regulatory requirements, company policies, and compliance standards.
• Regularly review processes to minimize risks and maintain operational integrity.
• Identify areas for operational and service improvements to sustain competitiveness in the market.
• Collaborate with internal stakeholders to implement best practices and ensure alignment with organizational goals.

Job Requirements

• Minimum Bachelor’s degree in Business Administration, Operations Management, ICT, or a related field.
• Minimum 5 years of experience in operations management, with a strong focus on team leadership, process optimization, and customer service.
• Strong leadership and team management capabilities.
• Proficiency in process analysis, digital tools, and transformation strategies.
• Excellent communication and problem-solving skills.
• Analytical mindset with a focus on data-driven decision-making.
• Sound knowledge of compliance requirements in the insurance or financial sector is an advantage.
• Customer-centric approach.
• Strategic thinking and adaptability.
• High attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.