• Lead and manage the Branch OPS department, providing strategic direction and guidance. • Oversee daily branch operations, including customer service, administration, and HR activities. • Supervise and mentor a team of customer service representatives, ensuring high-quality service delivery. • Handle customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolutions. • Maintain accurate records and documentation for all branch operations. • Collaborate with other departments to ensure seamless coordination and efficient workflow. • Implement and enforce company policies and procedures, ensuring compliance with industry regulations. • Monitor and analyze branch performance metrics, identifying areas for improvement. • Develop and maintain strong relationships with clients, building trust and loyalty. • Stay updated with industry trends and best practices, and implement innovative solutions. • Minimum 1 year of work experience in general insurance branch operations is required. • Proven leadership and management skills, with the ability to motivate and inspire a team. • Excellent customer service skills and a strong focus on client satisfaction. • Strong organizational and time management abilities, with attention to detail. • Proficiency in using MS Office and other relevant software for administrative tasks. • Ability to work independently and make sound decisions under pressure. • Excellent communication and interpersonal skills, both written and verbal. • Analytical thinking and problem-solving abilities, with a results-driven approach. • Flexibility to adapt to changing priorities and a dynamic work environment. • A positive attitude and a passion for delivering exceptional customer experiences.