"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 Group Client Support team in the capacity of:
Supervisor – Group Client Support
Ensure the teams and programmes within the Client Support are in place and functioning at expected levels.
Engage in interacting, mentoring and strategic planning with team members, both directly and indirectly, and contribute to the overall achievement of the goals in the department.
Location: Kingston
As a Supervisor – Group Client Support, you will:
- Communicate organisational goals and initiatives to the Client Support team in conjunction with the Manager.
- Review and manage performance patterns and trends related to quality, training, attendance, performance, or other issues.
- Ensure that issues are well communicated from other support areas including schedules, quality trends, on-the-job training and trainee needs, escalated issues and trends, changes, processes and other issues from Management.
- Identify patterns in skill development needs associated with performance and ensure appropriate support areas plan and provide appropriate coaching and training.
- Provide feedback from the Client Support Team to other support areas.
- Offer advice to Client Support teams and ensure that they successfully apply a diplomatic approach in each client interaction.
- Investigate trends and identify issues and their root causes within the team; work collaboratively with the Client Support teams to resolve them.
- Facilitate meetings to communicate performance goals and results, share general corporate communication and provide a forum for discussing opportunities and issues.
- Resolve conflicts and disputes by helping individuals focus on appropriate actions that improve work processes and maintain personal relationships.
- Monitor, manage and evaluate team’s performance.
- Conduct performance reviews for assigned team members.
- Provide coaching to assigned team based on their team’s agent productivity scores and help to develop improvement plans when needed.
- Identify issues that may inhibit a team’s performance.
- Assist with managing the level two succession planning programme for Client Support Teams.
- Participate in the Centre’s On-Call Programme to support escalated queries.
- Perform other job-related duties assigned from time to time.
What do you need?
- First Degree in Business Administration or related discipline from a recognized tertiary institution.
- At least two (2) years’ experience in a Client Centric environment.
- Project management and supervisory experience is an asset.
- Sound knowledge of computer software packages including spreadsheet and word processing applications
- Strong interpersonal skills at both the individual and team level.
- Possesses strong written and verbal communication skills - especially report writing and analysis.
- Abe to handle multiple tasks, details and interruptions.
- Knowledge of the Labour Relations Code.
- Experience managing personnel and demonstration of leadership skills.
- Able to adapt to and move with changes in the environment while maintaining a positive attitude.
- Demonstrate an understanding of the company’s vision, mission and strategy.
- Strong problem solving, decision making and organisational skills.
- Detail oriented and quality focused.
- Maintain and promote strong and positive customer service relations.
If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than May 1, 2026.
While we appreciate all applications, only shortlisted candidates will be contacted.
