Senior Representative

Job description

**Responsibility:** - Eligibility Senior Representative , you will play a critical role in delivering accurate,timely, and highquality operational processing across your function ( Eligibility, Administration, Customer Service Support, Client Setup and Subrogration). - You will handle highercomplexity cases, support workflow management, provide guidance to colleagues, and help drive quality, accuracy, and operational consistency. Acting as a reliable escalation point for Band 1 analysts, you contribute directly to operational excellence by applying deeper process knowledge, problemsolving capability, and proactive risk identification. - This role keeps operations running smoothly by ensuring work is completed right the first time, supporting continuous improvement, and helping maintain control, compliance, and strong service outcomes. **KEY RESPONSIBILITIES** **Operational Processing & Complex Case Handling** • Complete both standard and highercomplexity backoffice tasks in line with SOPs and business rules e.g high cost authorisation. • Independently handle exceptions, unclear scenarios, and nonroutine cases within defined authority limits. • Review, investigate, and resolve aged, escalated, or priority cases. • Ensure all system updates, documentation, and case notes are accurate, complete, and auditready. **Quality, Accuracy & Compliance** • Conduct peer reviews and quality checks as assigned by team leads or supervisors. • Identify and flag risk, recurring errors, procedural gaps, or accuracy risks and escalate promptly. • Support compliance by maintaining strict adherence to regulatory requirements, audit, and dataprotection requirements. • Promote highquality processing through consistent modelling of bestpractice standards. Process Adherence & Continuous Improvement • Interpret SOPs in complex or ambiguous situations and support colleagues in understanding them. • Provide actionable feedback on recurring issues, process inefficiencies, or unclear guidance. • Contribute to process improvement initiatives, working with SMEs or leads to refine workflows. • Assist in maintaining and updating reference materials (guides, templates,FAQs, checklists). **Coaching & Knowledge Sharing** • Provide informal coaching to Junior analysts and support knowledge transfer. • Assist with onboarding and skillbuilding for new hires, demonstrating systems and workflows. • Act as a reliable point of contact for daytoday operational questions. • Foster a collaborative environment by supporting peers and sharing effective practices. **Cross Team CollaborationTeam Collaboration** • Work collaboratively with peers, supervisors, and support teams (IT, Quality, Product, Compliance) when operational issues arise. • Escalate cases appropriately and assist with root cause understanding. • Collaborate across regions to support consistent delivery and knowledge sharing, including Middle East operations **Workflow, Data & Reporting Support** • Help monitor workflow queues, ensuring prioritised handling of critical cases. • Review operational data for trends, discrepancies, or recurring issues and highlight insights to leaders. • Ensure accurate data entry and case categorisation to support highquality reporting. • Provide input into operational dashboards or summaries when required. **Service & Risk Awareness** • Anticipate downstream impacts of processing decisions and ensure smooth endtoend operations. • Escalate potential customerimpacting or compliance risks promptly. • Support a culture of operational discipline, accuracy, and proactive problemsolving. **YOUR PROFILE** • 4-6 years of experience in a backoffice operations environment (eligibility, onboarding, customer service support, subrogation  or similar). • Strong understanding of operational workflows, SOPs, and system navigation. • Demonstrated ability to manage complex or escalated cases independently. • High attention to detail with consistent accuracy and reliability. • Ability to support and guide colleagues with process knowledge and practical insights. • Good analytical skills with the ability to interpret data and identify patterns or issues. • Strong written and verbal communication skills. • Customerfocused mindset with awareness of how backoffice work impacts customer experience. • Adaptable, proactive, and comfortable navigating change or shifting priorities. • Fluent in English; additional languages beneficial. **KEY COMPETENCIES** • Operational Expertise  Strong understanding of functional processes and SOPs. • ProblemSolving Investigates issues, identifies root causes, and proposes solutions. • Collaboration & Coaching Works effectively across teams, support peers and contributes to a strong team culture. • Quality Orientation Focused on accuracy, compliance, and error reduction • Customer Focus Ensures work contributes to positive customer outcomes. • Continuous Improvement Actively looks for ways to streamline or enhance processes. • Communication Clear, structured, and supportive communication with peers and leaders. • Time & Priority Management Manages complex workloads and deadlines efficiently. • System Navigation Confident using multiple operational systems and learning new tools.