Requirements
The role requires a Bachelor's or Master's degree in business administration or management. A minimum of 5-7 years of experience in sales, with at least 2-3 years in a managerial role, is essential. Professional certifications in customer service, operations management, or health insurance are a plus, as is a UAE Driving License.
Description
Core Responsibilities:Manage customer enrolment, renewal, and query resolution processes in coordination with the teamOversee walk-in customer interactions, ensuring high-quality service and reduced wait timesMonitor and implement digital adoption initiatives within the branch networkAddress customer complaints professionally and escalate unresolved issues with justificationEnsure compliance with health insurance regulations and internal policiesConduct periodic service quality evaluations and report findings to the managementSupervise daily branch operations, ensuring adherence to performance metrics and efficiency goalsSupport in managing the Customer Happiness Centre, ensuring timely resolution of feedback and complaintsAssist in preparing customer service reports, analysing trends, and recommending improvementsEnsure that all physical and digital documentation within the branch is properly maintained and securedMonitor and ensure adherence to internal SLAs and regulatory timelinesProvide inputs for branch strategy and operational improvements based on customer feedback and performance dataEnsure 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 interactionsMonitor and report on customer satisfaction levels, implementing necessary improvementsAssist in ensuring all open audits are closed within deadlines and escalate justifications for extensionsSupport in mystery shopping evaluations and ensure timely implementation of corrective actionsEnsure all policies and guidelines are up to date and adhered to within the branch networkPreferred Educational Qualifications and Professional CertificationsBachelor'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.Experience5-7 years of experience working closely with Sales, with at least 2-3 years in a managerial roleUAE Driving License is preferred