Supervisor - Consumer Lines Life Operations

Transguard Workforce Solutions

Supervisor - Consumer Lines Life Operations

Job Purpose

• Under the guidance of the Senior Manager, formulate plans and programmes for client & broker engagement for customer services in the Operating Area, ensuring these are in line with overall Customer Services for Life & Personal Accident (PA) strategy to enhance overall business performance.
• Coordination with the company's Compliance for any new and existing legislation. Collaborate with various internal / external stakeholders. Develop training materials and management presentations as and when required.
• Ensure that the quality of service provided by customer service aligns with the established company standards by conducting essential quality management assessments. Support customer service representatives in handling customer escalations and foster a service-oriented workplace to achieve the desired service levels.

Strategic Contribution

• Create and align departmental plans with Underwriting and Operational strategies to improve overall business performance.
• Policies, Processes and procedures:
• Convey the necessity of operational procedures and guidelines to team members and oversee their adherence to ensure that tasks are performed in an organized manner.

Day-To-Day Operations

• Supervise the day-to-day operations of Customer Services team to ensure that work processes are implemented as designed and comply with established standards and procedures
• Establishing and overseeing Service Level Agreements (SLA’s) in accordance with operational excellence and associated documentation
• Delivering high-quality services to both internal and external stakeholders within the specified timeframe
• Reviews open cases on a regular basis and takes appropriate follow-up or closing action
• Ensures operations complaints and enquiries are resolved timely
• Works with different people internally and externally to improve service, efficiency, and improve presentation of information

• Enhances Operational Performance & Customer Services

• Creates new capabilities & improve processes to add value to business & provide competitive advantage.

Operations Planning

• Organize the tasks for the section/ unit under your supervision, making sure that work is allocated efficiently. Prioritize the unit's activities to address urgent issues and meet deadlines effectively.
• Lead, instruct, and inspire team members to perform at their highest potential while overseeing the overall quality of work within the department/ group, ensuring that customer expectations are met efficiently

Document Review

• Regular examination of Policy Documents, Certificates of Insurance, and similar materials to ensure comprehensive quality assurance.

Customer Services Operations

• Identify and meet the needs and expectations of customers through the application of skills and knowledge acquired for the role and deliver exceptional customer service
• Supervise the workload of the team, allocating team members to optimise service provision and administrative throughout the operation
• Monitor the changing needs of the services, liaise with internal and external stakeholders to identify areas of improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers

Team Management And Development

• Determine training needs for team and identifying training courses for individuals and teams.
• Develop and maintain high levels of company's product and service knowledge and transfer knowledge and skills to teams as well as enhancing performance of individuals through coaching.
• Assign, monitor, and organize tasks while identifying any barriers to performance and creating suitable action plans for resolution.
• Consistently offer guidance on technical matters, procedures, and policies.
• Evaluate customer service representative performance (conduct performance appraisals) and provide feedbacks to individuals on how to enhance their performance.

People Management Responsibilities

• Manages the effective achievement of unit / department objectives through setting individual and/ or team objectives, managing performance, developing employees and providing formal and informal feedback in order to maximise overall performance and team motivation.

Skills

• Requires 4-6 years of relevant experience ( In group life, credit life, Personal Accident and Individual Life – LOBs).
• Certificate in Insurance (CII), Insurance related qualifications.
• Bachelors Degree in any Stream.
• Full Professional Proficiency in English and Basic proficiency in Arabic language (preferred)