Title: Operations Coordinator
Location: One General Drive, Sun Prairie, WI
Duration: 12 Months
Justification
The establishment of the new Cyber CoE, specifically the Cyber Services team, requires administrative coordination and operational support with customer engagement, key growth initiatives and broader strategic goals.
Job Profile
Executive Assistant Analyst (presume this is based on internal requirements but otherwise could call it Cyber Services team administrative analyst)
Job Description Summary
The purpose of this role is to provide high-level administrative and coordination support to senior management and the global Cyber Services teams, ensuring smooth operations and effective communication with key operational initiatives and customer engagement strategies. The role also coordinates client onboarding and provides day-to-day administration for Cyber Services, including shared mailbox management, scheduling, Salesforce reporting, operational coordination, record-keeping, reporting, and stakeholder follow-up.
Job Description
Responsibilities:
- Manage administrative tasks and other initiatives across the global cyber services team, taking direction from the Senior Leader
- Liase and work closely with the Operations team across key initiatives as outlined by the Senior Leader ensuring timelines, operational milestones and key deliverables are met.
- Assist in organising and prioritising the workload of the Senior Leader and the broader team while effectively managing stakeholder expectations.
- Screen, prioritize and distribute incoming queries and correspondence promptly across the cyber services team to ensure timely handling and effective resolution of requests from internal and external stakeholders.
- Liaise with external and internal contacts to ascertain needs and ensure effective communication processes.
- Work within the Operations team to execute BAU administrative processes, including mailbox management, Underwriter Education sessions and external Threat Intelligence Webinars.Monitor and manage the QCyber Services shared mailbox, triaging, categorising and responding to enquiries in line with agreed service levels and approved templates.
- Maintain an organized mailbox and clear audit trail by applying agreed folders and categories, recording ownership and follow-up actions, and closing and filing enquiries once resolved.
- Coordinate client onboarding and Cyber Services appointments through Microsoft Bookings, including eligibility and regional checks, issuing booking information, amending or reassigning appointments, and notifying customers and internal stakeholders of changes.
- Validate service eligibility using approved criteria and route service, vendor, product, coverage and new business enquiries to the appropriate Cyber Services, Underwriting, Marketing or regional contact without providing underwriting or coverage advice.
- Administer Threat Intelligence Webinar enquiries, including mailing-list additions and opt-outs, registration support, distribution of approved materials and recordings, and coordination of CPD certificate queries.
- Maintain accurate client, broker and service records across Salesforce, SharePoint, Microsoft Bookings, mailing lists and other approved systems, in accordance with data quality, confidentiality and access requirements.
- Develop, manage and maintain customer mailing lists and ensure accuracy and continuity across delivery of threat intelligence webinars and other cyber service initiatives in conjunction with the Operations Team.
- Administer key Cyber Service resources including Sharepoint site for shared documents, presentation templates and other service deliverables.
- Support administration of Cyber Services offerings, including onboarding calls, Incident Preparedness Reviews, Tabletop Exercises, Threat Intelligence Briefings and approved vendor services.
- Prepare and maintain operational reporting on mailbox volumes, onboarding activity, service requests, response times, open actions and emerging themes, escalating overdue or high-priority items as required.
- Maintain process documentation, response templates, routing contacts and operational guidance, and support periodic reviews and updates following process, service, eligibility or ownership changes.
- Provide administrative coordination across global time zones, including meeting and event scheduling, action tracking, stakeholder communications, team cover and handover support during absences or periods of high demand.
Work Experience
Necessary Work Experience includes:
- Prior experience as an executive assistant or operations coordinator.
- Salesforce administration experience.
- Proficiency in Microsoft applications, including Outlook, SharePoint and Microsoft Bookings.
- Experience supporting a global team across the US, UK, Continental Europe, Asia and Australia.
- Experience managing a shared customer-facing mailbox, including triage, escalation, follow-up and record keeping.
- Experience coordinating client appointments, onboarding activity or service requests.
- Strong attention to detail, customer service and stakeholder coordination skills, with the ability to manage competing priorities across global time zones.
Preferred Work Experience includes:
- Prior experience in insurance.
- Prior experience with external client onboarding.
- Experience administering webinars, client events or service programmes.
Qualifications
Preferred Qualifications include:
- Secondary school certification.
- Administrative qualifications.
Global Disclaimer
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have to our company, each other, customers, suppliers, communities and governments. It provides clear guidance to support sound judgement.
Thanks And Regards,
Amit Lakhotia
