"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 Insurance Operation Services - Client Engagement and Communication team in the capacity of: Team Lead - Authorization Unit (Grade 3) Assist with resolving operational and team-related issues to provide consistent, accurate and effective communications. Deliver exceptional service to clients in the processing of policy changes, financial and other transactions. Collaborate with various internal and external stakeholders to resolve client queries, concerns and needs promptly and effectively to help promote customer satisfaction and loyalty. Location: Kingston As a Team Lead - Authorization Unit, you will: - Conduct regular team meetings to communicate updates, address concerns, and foster a collaborative work environment.
- Identify training needs, conduct training as assigned, and recommend professional development programmes.
- Coordinate workload distribution, prioritise tasks, and ensure timely and effective communication, response to client queries, needs and provision of information.
- Conduct procedural audits of direct reports monthly.
- Review job descriptions periodically and make recommendations to Assistant Manager as required.
- Guide team to ensure superior client service delivery consistent with established standards for quality in the provision of prompt and accurate information, the processing of policy changes, financial and other transactions.
- Validate and approve policy disbursements within authorised limit on DCQM and EFT screens.
- Monitor the maintenance of internal control for the disbursement of cheques and uncollected/stale dated cheques.
- Collaborate with Unit Management to identify and recommend solutions to streamline processes, amend or update procedures to address efficiency and other service-related gaps to improve client service delivery.
- Review results of client satisfaction surveys, identify areas for improvement and recommendations as appropriate and participate in client loyalty and retention programmes.
- Encourage team members to build strong relationships with clients, and understand their unique needs and requirements, to deliver exceptional customer service, and contribute to fostering a client-centric team and Unit culture in line with wider corporate objectives.
- Prepare, submit and present (as required) periodic performance reports to management, highlighting key metrics and areas for improvement.
- Contribute to the development and execution of communication and client service strategies to align Unit work and team performance to overall company strategy, goals and objectives.
- Contribute to the preparation of the department’s annual budget.
- 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.
- Life Office Management Association (LOMA) or Associate, Customer Service designations.
- Health Insurance Associate (HIA) Parts A and B designation.
- Leadership or management training highly desirable.
- 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.
- Familiarity with relevant laws and regulations related to client communication and information protection/data privacy.
- Sound knowledge of computer software packages such as word processing and spreadsheet applications.
- Excellent attitude to client service and teamwork.
- Excellent supervisory skills and sound knowledge of industrial relations.
- Sound knowledge of insurance products, processes, procedures and industry best practices.
- Proficiency in CRM software, other related business software, tools and/or technology systems, including word processing and spreadsheet applications.
- Sound knowledge of customer service and client engagement best practices.
- Excellent verbal and written communication and listening skills, with the ability to communicate complex information clearly and persuasively.
- Strong problem-solving and decision-making skills.
- High level of integrity.
- Ability to handle customer complaints and resolve issues effectively.
- Ability to work on own initiative.
- Sound knowledge of Government business portfolio and other Group Life and Health Insurance policy contracts as well at Provider services portfolio.
- Ability to work on own initiative.
- Working knowledge of basic accounting and budgeting principles.
If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than November 14, 2025. While we appreciate all applications, only shortlisted candidates will be contacted. |
