Operation Specialists, BPO Position - UW, Pune Location

Job Description

Operations Specialist - Business Services Group – Job Description

Primary Location :   Hybrid - Open to most locations in Continental US

Position Overview :

The candidate will be responsible for ensuring that policy transactions are rated, booked, invoiced, and issued accurately while meeting corporate service standards. These transactions may include quotes, new business, renewals, endorsements, and cancellations.

What you will do :

• Policy Transactions : Ensure all policy transactions, including quotes, new business, renewals, endorsements, and cancellations, are processed accurately and in line with corporate service standards. Transactions should be rated, booked, invoiced, and issued efficiently.
• Line of Business (LOB) Knowledge : Demonstrate required knowledge across multiple Lines of Business (LOBs), including Package, Property, Workers’ Compensation (WC), Auto, General Liability (GL), and Excess. A proficiency rate of 80% across six lines of business is expected, though it is not necessary to have expertise in all six.
• Transaction Screening : Screen transactions to determine proper processing. Refer transactions to underwriters for approval when necessary and process transactions directly within delegated authority limits.
• Quality Verification : Assist in verifying all policy transactions, ensuring adherence to processes, procedures, and quality standards.
• Data Reporting : Report policy data to third-party agencies, including ePlace Registration, in a timely and accurate manner.
• Communication : Collaborate with the Accounting and Audit departments to resolve any policy-related questions or issues efficiently.
• Document Management : Manage documents in an electronic imaging system by printing, page-marking, and labelling in compliance with corporate protocols.

Must have Skills :

Additionally, the successful candidate will be highly motivated with a positive outgoing personality, possess an entrepreneurial spirit, have a service mentality, and be comfortable in a fast paced environment.

Requirements

Main Activities and Responsibilities : Collaborate with stakeholders across departments to gather and document CRM / business requirements Manage and maintain the Salesforce product backlog in collaboration with Product Owners and project managers Design, develop, test, and deploy custom Salesforce solutions including Apex classes, Visualforce pages, and Lightning Components Translate business needs into technical specifications and scalable Salesforce solutions Conduct system and user acceptance testing (UAT) support Create and maintain technical documentation and user training materials Assist in the prioritization of enhancements and change requests based on stakeholder feedback Ensure platform integrity, security, and alignment with enterprise architecture Provide technical support through LSBU’s Service Management tool Participate in Agile ceremonies (e.g., sprint planning, daily stand-ups, retrospectives) Communication and Working Relationships : Close collaboration with stakeholders across LSBU, including academic departments, IT Services, LEAP Programme Team Work with change managers, functional leads, and implementation partners Partner with end users, support staff, and delivery teams across the University Selection Criteria : Technical Skills : Proven advanced experience with Salesforce CRM (minimum 4 years hands-on) Deep understanding of Salesforce architecture including Apex, Visualforce, SOQL, Lightning Web Components Experience with Salesforce administration tasks including flows, profiles, permissions, and validation rules Proficiency with HTML, JavaScript, and one backend language (Java, C++, etc.) Familiarity with REST / SOAP-based web services and Salesforce APIs Experience with Salesforce integration tools (MuleSoft, Zapier, etc. is a plus) Strong knowledge of Salesforce data tools (Data Loader, Workbench, DemandTools) Version control and DevOps tools (e.g., Git, Gearset, Copado) experience preferred Functional / Analyst Skills : Experience in product backlog grooming and prioritization Ability to gather and document business requirements and translate them into functional specifications Strong understanding of higher education processes and use cases (preferred) Experience working in Agile / Scrum environments Skilled at stakeholder communication and expectation management Able to create user stories, acceptance criteria, and support UAT Desirable Qualifications : Salesforce Certified Platform Developer I / II Salesforce Certified Administrator Salesforce Certified Business Analyst (preferred) Agile certification (Scrum Master or Product Owner role) is a plus