Senior Operations Coordinator

APRIL International (Bangkok)

Bangkok, Thailand

APRIL International, specialising in international insurance for 40 years As an expert of international health and death & disability benefits, APRIL International supports expats, travelers, students, interns, business travelers, employees and retirees, solo or with their families, by offering suitable insurance solutions for their time abroad.

Detail posisi

To sustain the growth of the company as well as the expansion of our services we are currently looking for a Senior Operations Coordinator.

Kewajiban

Your main responsibilities are:
• Coordinate day-to-day operations to ensure the smooth functioning of departmental activities.
• Analyze and optimize operational processes to enhance efficiency and quality of services.
• Liaise with Team Leaders, Supervisors, and Managers to resolve operational challenges.
• Provide guidance, mentorship, and help Team Leader to support the new team members, participating in a smooth onboarding process.
• Provide guidance, mentorship, and help Team Leader to support the team members with performances under quality standards or KPIs, ensuring continuous support and progress in job knowledge and accuracy.
• Identify individual and team training needs and inform the Team Leader, Supervisors and Management of your observations.
• Ensure that all operators act in compliance with both company and industry regulations and best practices.
• Participate with operators to promote and adhere to April’s quality standards and values.
• Recommend and implement process improvements based on daily findings and challenges.
• Maintain open communication lines between overseas’ teams, clients, patients, and managers to address concerns, relay updates, and gather feedback.
• Coordinate with other departments and external third parties, to ensure collaborative and fructuous working relationships.

Kualifikasi

Required Skills and Competencies:
• Familiarity with CRM systems and call center tools for tracking and resolving cases efficiently.
• 2 years of direct experience in medical evacuations, hospital admissions, and healthcare regulations in Thailand and ASEAN.
• Native-level Thai and business-level English (TOEIC 785+).
• Capability to assess urgency and take prompt action during emergencies.
• Strong prioritization skills to handle multiple simultaneous requests effectively.
• Ability to work cross-functionally with internal teams (e.g., accounting, policy) and external stakeholders (e.g., hospitals, insurance companies).
• Adaptable to high-pressure environments and quick to adjust strategies as needed.
• Ability to engage empathetically with diverse stakeholders, including expatriates and foreign insurance clients.
• Willing to work in shift rotation including weekend shifts, working 4 days a week (3 days in followed by 3 days off) either from 7.30 am to 7.30 pm or 7.30 pm to 7.30 am.