Operations Support Officer

Role Purpose
Provide accurate and timely processing support for commercial underwriting and policy servicing activities within CBSM. The role contributes directly to operational efficiency and service quality by ensuring transactions meet defined turnaround time (TAT), productivity, and accuracy standards, supporting brokers, underwriters, and internal stakeholders in delivering consistent, high-quality service.

Key Responsibilities
1.    Operations Delivery & Quality
    Process commercial insurance transactions and documentation accurately and within defined service-level timelines (TAT).
    Ensure all requests, endorsements, renewals, and policy documentation are completed in accordance with underwriting instructions and company policies.
    Maintain high accuracy and quality in all data entries, documentation, and system updates.
    Adhere to established workflow procedures and service-level agreements, escalating exceptions promptly.
    Meet or exceed defined performance metrics for productivity, timeliness, and accuracy.
2.    Collaboration & Stakeholder Support
    Collaborate effectively with underwriters, regional operations teams, and CBSM / CBSP colleagues to ensure smooth processing and resolution of requests.
    Build strong working relationships with the CBSP (Commercial Center of Excellence), AI, and Quality Assurance teams to align priorities and continuous improvement.
    Support operational improvement initiatives and provide feedback on process gaps or recurring issues.
    Participate in calibration, training, and knowledge-sharing sessions to support a consistent standard of delivery across the team.
3.    Governance & Compliance
    Ensure all work complies with underwriting guidelines, company policies, and applicable regulatory or audit standards.
    Maintain clear and accurate documentation in workflow systems for audit traceability.
    Participate in periodic quality reviews and internal audits, providing timely responses and corrective actions where required.
4.    Continuous Improvement
    Identify and recommend process enhancements or automation opportunities to improve efficiency and accuracy.
    Participate in operations improvement projects where applicable, contributing to CBSM’s Radical Transformation agenda.
    Actively seek to improve personal productivity and technical proficiency through ongoing learning and feedback.
 
Qualifications & Experience
    Minimum 2–3 years’ experience in commercial insurance, underwriting support, or insurance processing within a shared services or operations environment
    Demonstrated experience in managing personal delivery to defined service levels (accuracy, TAT, productivity).
    Proficiency in commercial insurance or insurance processing applications (e.g., policy administration, workflow, or CRM systems).
    Understanding of underwriting documentation, policy lifecycle, and endorsement processes.
    Strong collaboration and communication skills in Cantonese, with the ability to work effectively across teams and time zones.
    High attention to detail, discipline in following structured workflows, and commitment to quality.

Core Competencies
    Operational Excellence: Focus on accuracy, timeliness, and quality in all deliverables.
    Collaboration: Works effectively with internal partners and regional teams to achieve shared goals.
    Process Discipline: Adheres to established procedures and continuously looks for efficiency improvements.
    Analytical Thinking: Identifies issues, analyses causes, and suggests improvement opportunities.
    Digital Fluency: Comfortable using workflow, automation, and data systems in daily operations.
    Accountability: Takes ownership for individual performance and contribution to team success.