Core Responsibilities:
- Manage customer enrolment, renewal, and query resolution processes in coordination with the team
- Oversee walk-in customer interactions, ensuring high-quality service and reduced wait times
- Monitor and implement digital adoption initiatives within the branch network
- Address customer complaints professionally and escalate unresolved issues with justification
- Ensure compliance with health insurance regulations and internal policies
- Conduct periodic service quality evaluations and report findings to the management
- Supervise daily branch operations, ensuring adherence to performance metrics and efficiency goals
- Support in managing the Customer Happiness Centre, ensuring timely resolution of feedback and complaints
- Assist in preparing customer service reports, analysing trends, and recommending improvements
- Ensure that all physical and digital documentation within the branch is properly maintained and secured
- Monitor and ensure adherence to internal SLAs and regulatory timelines
- Provide inputs for branch strategy and operational improvements based on customer feedback and performance data
- Ensure the smooth functioning of day-to-day branch operations, including queue management and service turnaround
Quality & Excellence Management:
- Ensure service quality standards are maintained across all branch interactions
- Monitor and report on customer satisfaction levels, implementing necessary improvements
- Assist in ensuring all open audits are closed within deadlines and escalate justifications for extensions
- Support in mystery shopping evaluations and ensure timely implementation of corrective actions
- Ensure all policies and guidelines are up to date and adhered to within the branch network
Preferred Educational Qualifications and Professional Certifications
- Bachelor's degree in business administration, Management or a related field.
- Master's degree in business administration, Management or a related field.
- Professional certifications in customer service, operations management, or health insurance or equivalent are a plus.
Experience
- 5-7 years of experience working closely with Sales, with at least 2-3 years in a managerial role
- UAE Driving License is preferred
