Customer Service Manager

Our client in the Insurance Sector is seeking to onboard permanent a Customer Service Manager for their POS office.

Our client in the Insurance Sector is seeking to onboard permanent a Customer Service Manager for their POS office.


Job Summary:
The incumbent is responsible for creating a shared vision to ensure that customer service levels and targets are met by the Customer Service Department. Committed to delivering a great customer experience through a variety of customer contact channels. Meets department financial objectives by estimating requirements; assist in the preparation of annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Accomplishes organization goals by accepting ownership for accomplishing new initiatives agreed upon by the Company; exploring opportunities to add value to job accomplishments. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job Responsibilities and Duties:

1. Manage day to day performance of the Call Centre to deliver a best in class service, meeting and exceeding all KPIs and within budget
2. Set the strategy for the development of the Call Centre, staying abreast of new practices and technologies, ensure that we gain and maintain recognition for the quality of customer service delivered.
3. Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
4. Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
5. Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
6. Monitoring and regularly reporting service and KPI metrics for the Caribbean through the use of trend reports, scorecards and quality review measures.
7. Provide accurate, timely and courteous customer service to internal and external customers within the established timeframe:

1. • Take ownership of customers’ issues and follow problems through to resolution.
   • Establish highly systemized approach to creating, deploying and managing the teams.
   • Develop strong and fruitful relationships with local and regional Management, Agency Managers, Brokers and Clients.
   • Provide contribution and support to strategic direction of the business focusing on initiatives geared toward operational excellence.
   • Improve operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business processes and organisational planning.
   • Researching and trending issues and responding timely to queries.
   • Ensuring all customer complaints are resolved, tracked and reported.
   • Managing premium clients and brokers ensuring customer satisfaction.
   • Ensure the timely and accurate execution of operational transactions for the Caribbean (i.e., financial and non-financial transactions).

8. Ensure compliance with all relevant legal, statutory, audit or other requirements (i.e., OFAC, FATCA, CRS, AML, etc.).
9. Support and/or assist from time to time the annual budget and forecasting activities; as well as the 5-year strategic plan.
10. Work with each matrix report to establish goals and objectives for each year and monitor and coach on the progress to enhance the professional development of staff to ensure consistent delivery of exceptional level of service.
11. Performs other duties that may be assigned, inclusive of ad-hoc projects and initiatives.
12. Support Caribbean leadership and other Life Operations Departments with special projects and workflow process improvements.

Job Qualifications:

• BA/BSc. in Business Management. MBA would be considered an asset.
• LOMA and other relevant certifications in Life and/or Group Insurance.
• At least 5 years management experience
• Good knowledge of Company products and services
• Experience in supporting Agencies and Brokers and providing best in class service to producers, Agents, Brokers and customers.