Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!" Sagicor Life Jamaica Limited is seeking a suitable candidate to join our Insurance Operation Services - Client Engagement and Communication team in the capacity of: Supervisor - Claims Inquiries (Grade 3) Assist with resolving operational and team-related issues to support the efficient and accurate handling of queries related to claims. Adhere to company policies and regulatory requirements and the overall delivery of exceptional customer service. Work with team and Unit Management to identify areas for improvement within claims query handling and related client service processes, procedures and service standards and assist with implementing improvement initiatives as required. Location: Kingston As a Supervisor - Claims Inquiries, you will:
- Supervise, coach and mentor direct reports to ensure assignments are completed and Unit targets achieved.
- Conduct regular team meetings to communicate updates, address concerns, and foster a collaborative work environment.
- Identify training needs, design and conduct training as assigned, recommend and facilitate professional development programmes.
- Coordinate workload distribution, prioritise tasks, and ensure accurate and timely response to client queries, needs and provision of information.
- Set goals, monitor performance, provide timely feedback and conduct performance evaluations for assigned team members.
- Assist in the recruitment, selection and on-boarding of team members: prepare and submit team member requisitions to Unit Manager and Human Resources, assist in the interview and selection of candidates.
- Review job descriptions periodically and make recommendations to Assistant Manager as required.
- Monitor paid leave entitlement for team members, ensuring accurate and timely logging of all leave taken.
- Monitor activities within team to ensure prompt and effective communication with claimants, addressing inquiries and concerns in line with company policy and service level standards.
- Consult with Unit Management and recommend changes to processes and procedures to streamline and drive effective query handling, complaint resolution and escalation management.
- Guide direct reports, and support Unit Management, in providing efficient, accurate and consistent communications and relevant services to all clients, ensuring adherence to established service standards and best practices.
- Prepare, submit and present (as required) periodic performance reports to management, highlighting key metrics and areas for improvement.
- Continuously evaluate client service workflows, processes and procedures to ensure efficiency and compliance with company policy, best practice, and all legal, regulatory and business requirements; document findings and recommendations for improvement as necessary, to enhance efficiency and productivity.
- Contribute to the development and execution of claims query-handling strategies to align unit work and team performance to overall company strategy, goals and objectives.
- Perform any other job-related duties assigned from time to time.
What do you need? - Bachelor’s Degree in Business Administration, Management Studies, Client Service Management or an equivalent qualification from a recognised tertiary institution.
- Three (3) years’ working experience with at least one (1) year spent at the supervisory level in the finance industry, preferably the operations division of a life or health insurance company.
- Associate Customer Service (ACS) designation.
- Fellow Life Management Institute (FLMI) or Life Office Management Association (LOMA) designations.
- Supervisory or Management training highly desirable.
- Familiarity with relevant laws and regulations related to client communication and information protection/data privacy.
- Excellent supervisory skills and sound knowledge of industrial relations.
- Excellent problem-solving and decision-making skills.
- Ability to conduct research, analyse data and make recommendations.
- Excellent written and oral communication and listening skills, with the ability to communicate complex information clearly.
- Excellent interpersonal/human relations skills.
- Ability to work on own initiative.
- Sound knowledge of healthcare and business laws, regulations and standards in the insurance industry.
- Working knowledge of policy provisions and laws governing Health and Life Insurance contracts.
- Sound knowledge of insurance products, processes, procedures and industry best practices.
- Proficiency in CRM business software and tools, including word processing and spreadsheet applications.
- Excellent attitude to client service and teamwork and the ability to address and resolve client issues effectively.
- High level of integrity.
- Working knowledge of basic accounting and budgeting principles.
- Working knowledge of data protection laws and compliance requirements.
If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than October 17, 2025. While we appreciate all applications, only shortlisted candidates will be contacted. |
