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
