At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank, we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.
About the Role
We're looking for a highly organized, customercentric Operations Officer to join our dynamic team at Protego Insurance. In this role, you will report to Head of Operations & will play a key part in ensuring smooth daytoday operations by coordinating administrative processes, managing policy documentation, supporting compliance, and delivering outstanding customer service. You will be the backbone of efficient policy servicing and claims coordination — ensuring clients receive accurate, timely, and professional support at every touchpoint.
What You'll Be Doing
Customer Service & Quality Assurance
- Handling customer queries, requests, and complaints within agreed turnaround times
- Ensuring fair treatment and highquality service across all interactions
- Reviewing recorded sales calls and identifying areas of improvement
- Maintaining organized and secure records of customer interactions
Operational & Administrative Support
- Managing the central mailbox and ensuring timely responses or escalations
- Coordinating with insurance providers and clients to support the full claims lifecycle
- Assisting with policy servicing, followups, and compliancedriven tasks
- Supporting data collection and preparing accurate, timely reports
Compliance & Process Adherence
- Ensuring adherence to company policies, regulatory requirements, and operational procedures
- Supporting the development of compliance processes and checklists
- Upholding Protego's high service quality and professional standards at all times
Teamwork & Continuous Improvement
- Collaborating closely with your line manager and team members
- Providing constructive feedback to improve service quality and operational processes
- Identifying opportunities for enhancing your own skills and contributing to team development
What We're Looking For
Qualifications
- A Bachelor's degree or MBA.
Experience
- 1–3 years of experience in banking, insurance, or financial services, preferably in customer service or operations.
Skills & Competencies
- Strong communication and interpersonal skills
- Customerfocused mindset with excellent problemsolving abilities
- Good negotiation, analytical, and motivational skills
- Solid computer proficiency
- Ability to work accurately, follow procedures, and stay organized
- If you're passionate about delivering exceptional service, thrive in a structured operational environment, and want to build your career within the insurance industry — this is the perfect opportunity for you
