Job Summary
Lead and support daily team operations to meet KPIs and productivity goals. Manage escalated customer inquiries to ensure satisfaction. Drive process improvements through collaboration, audits, and data analysis. Participate in projects and system enhancements to optimize performance.
Responsibilities
- Supervise and monitor team performance to achieve daily operational goals and KPIs
- Collaborate with team members to maintain and improve individual productivity levels
- Resolve escalated customer inquiries and complaints promptly and professionally to enhance customer satisfaction
- Liaise with department stakeholders to implement process improvements and resolve policy-related issues
- Identify and develop strategies for service improvements to increase customer retention
- Conduct regular audits to ensure compliance with policies, procedures, and quality standards
- Analyze reports using data and analytics to identify opportunities for process optimization
- Stay informed on industry trends, best practices, and regulatory changes to recommend appropriate actions
- Participate in projects, system enhancements, and user testing by providing actionable feedback on system performance
- Execute ad-hoc tasks as assigned to support operational needs
Preferred competencies and qualifications
- Diploma or degree holder
- Experience in policy servicing within the life insurance industry is advantageous
- Proficient in Microsoft Office applications and PC literate
- Strong leadership and people management skills demonstrated by building and leading high-performing teams
- Exceptional customer service skills with proven ability to resolve complex issues
- Effective organizational and time management skills to prioritize tasks and meet deadlines
- Ability to work effectively under tight timelines and pressure
- Excellent verbal and written communication skills
