Transguard Workforce Solutions continues to lead the UAE market as a trusted partner for innovative and fully integrated HR services. With more than a decade of experience and a highly skilled team, we are proud to support organizations across the region with tailored workforce solutions.
We are currently hiring a Supervisor - Consumer Lines Operations - Motor Fleet on behalf of a prestigious client, based in their Dubai office.
Job Purpose:
Lead a team of Customer Service Officers in handling customer requests, enquiries and complaints relating to company's products and services in order to ensure delivery of high quality service to customer (including quality checking) in issuance of documents like policy, endorsements, certificates to the customers/brokers etc. in compliance with set policies and procedures.
Job Responsibilities:
Policies, Processes & Procedures:
- Communicate the requirement of operational procedures and instructions to team and monitor their adherence so that work is carried out in a controlled manner.
Day- to-day operations:
- Implement the day-to-day operations of Customer Services team, under the supervision of the Manager / Assistant Manager to ensure that work processes are implemented as designed and comply with established standards and procedures.
Customer Services Operations:
- Receive, evaluate submissions on new and renewal business within authority
- Ensure consistent, accurate and high quality customer service for all types of transactions for the following services:
- Quotation
- New business
- Renewal
- Endorsements
- Customer complaint
- Deliver the service according to predefined SLAs.
- Monitor inflow and outflow of business requests and ensure they are handled according to company's quality standards.
- Key-in information and complete the new business transactions.
- Adjust information and complete the endorsement transactions.
Complete the transaction referred from Branch's front desk.
Response Rates:
- Respond to customer requirements in the appropriate timescales, in order to meet customer expectations.
Customer Complaints
- Receive customer complaints and resolve them timely to the satisfaction of the customer or provide a reasonable and acceptable explanation based on company policy. Escalate matters to the Assistant Manager if necessary.
Reports :
- Provide Management with appropriate reports regarding Customer service and compliance with operational policy and procedures.
Skills & Qualifications:
Minimum Qualifications and Knowledge:
- Bachelor Degree
- Certification from Chartered Insurance Institute, UK or its equivalent and/or Certification in Insurance Operations preferred
- Bilingual candidates preferred (English and Arabic)
Minimum Experience:
- 4-6 years of customer service experience in GCC countries with good knowledge of insurance procedures, with some exposure of leading teams or deputing for the team leader
Job-Specific Skills:
- Marketing skills.
- Knowledge of concepts of customer service / Operations
- Knowledge of technical aspects of commercial lines Insurance Policies
- Functional knowledge of Microsoft Office packages
- Organizational skills
Excellent verbal and written communication skills
