Team Lead - Query

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

“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:

Team Lead - Query 

Guide, mentor and coach team members of the Client Engagement and Communications Query Unit, to complete work assignments and achieve Unit targets.

Assist with resolving operational and team-related issues to facilitate efficient and effective handling of queries on policy status and transfers, and general client service inquiries.

Work with the team and Unit Management to identify areas for improvement within query handling processes, procedures and service standards, and assist with implementing improvement initiatives as assigned.

Train, provide performance feedback for, and encourage team members to develop strong client relationships and knowledge of product and service offerings.

Collaborate with various internal and external stakeholders to resolve client queries, concerns and needs promptly and effectively to help promote customer satisfaction, loyalty and maintain compliance with relevant regulations.

Location: Kingston

As Team Lead - Query, you will:

• Guide, mentor and coach direct reports to ensure assignments are completed and Unit targets achieved.
• Continuously monitor and respond to client inquiries, complaints, and feedback in a timely and professional manner; 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 otherwise support Unit Management, in providing efficient, accurate and consistent query handling, communications and related services to all clients, ensuring adherence to established service standards and best practices.
• Continuously evaluate query handling workflows, processes and procedures, document findings and recommendations for improvement as necessary, to enhance efficiency and productivity.
• Contribute to the development of initiatives to enhance client satisfaction, loyalty and retention; and in collaboration with Unit Management, identify trends, recurring issues/complaints and areas of dissatisfaction, and make recommendations for resolution.
• 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.
• Prepare and email reports daily, weekly and monthly on key performance variables.
• Contribute to the preparation of the department’s annual budget.
• Perform any other job-related duties that may be assigned.

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.
• Health Insurance Associate (HIA) Parts A and B or Associate, Customer Service (ACS) designations.
• Fellow Life Management Institute (FLMI) or Life Office Management Association (LOMA) designations.
• Supervisory or Management training is highly desirable.
• 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 client service and client engagement best practices.
• Excellent verbal and written communication and listening skills, with the ability to communicate complex information clearly and persuasively.
• Working knowledge of basic accounting and budgeting principles.
• Sound knowledge of Government business portfolio and other Group Life and Health Insurance policy contracts as well at Provider services portfolio.
• Working knowledge of local Data Privacy Acts.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than July 25, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.