Assistant Manager for Customer Service

Assistant Manager for Customer Service

Century Insurance Agency Limited – General Agent of NAGICO Insurances is currently seeking an experienced Assistant Manager for Customer Service to add your vision and drive to our team in the British Virgin Islands. This role will oversee the day to day administrative and technical supervision of our Customer Service team.

In order to be successful in this role, you will need to have excellent communication skills, exceptional time management skills and a passion for excellence. This role is an exciting opportunity to grow within the Customer Service department and function with excellent opportunities to grow within the business.

Responsibilities will include:

1. Provides leadership to staff by leading organizational change; developing and empowering staff; mentoring customer service team through continuous learning and providing regular, transparent performance feedback;
2. Assist with the development of staff goals and performance measurements;
3. Manage the workflow of the team to ensure performance standards are met;
4. Establishes, reviews or adjusts work procedures to meet department goals and deadlines;
5. Monitor and ensure customer service standards are being achieved;
6. Nurture a culture of performance and continuous improvement;
7. Demonstrate high level of integrity in all interactions with clients; internally and externally;
8. Assists employees in solving work problems;
9. Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness;
10. Recommend measures to improve methods, performance, and quality of service, and suggests changes in working conditions to increase efficiency;
11. Directly supervises the function related to underwriting new and renewal Property & Casualty accounts within established authority/ guidelines;
12. Directs the functions related to the processing of new business, renewals, policy changes and quotes;
13. Ensure adherence to all departmental and contractual obligations, including service levels.
14. Complete various reports of department activities, issues and accomplishments;
15. Serve as a technical resource and train and/or mentors staff;
16. Effectively project manage multiple competing priorities.

Qualifications and Requirements:

1. Knowledge of the Insurance Industry having attained or pursing dip CII, ACII or CPCU qualification;
2. 5 or more years’ experience in relating insurance field (previous Supervisory experience is a plus);
3. Strong customer service, advanced critical thinking/ problem solving and resolution skills;
4. Customer oriented with the ability to adapt/respond to different types of characters;
5. Excellent oral and written communication skills to communicate internally and externally;
6. Position requires proficiency in Word, Excel, Access and PowerPoint;
7. Excellent organizational skills with a demonstrated ability to manage staff and projects;
8. Ability to set priorities and multitask in fast-paced environment with minimal supervision;
9. Strong organizational and time management skills;
10. Superior attention to detail and customer service skills.

BVIslanders or Belongers preferred. Previous experience and insurance qualifications are essential.