About the Job

The key purpose of the role is to ensure effective and timely resolution of customer queries, complaints, and concerns across multiple service touchpoints, while maintaining consistently high standards of customer service. The role is also responsible for leading team training, coaching, and empowerment initiatives to strengthen service delivery capabilities.

In addition, the position involves analysing premium and policy status trends to support portfolio retention and proactively engaging clients to mitigate policy lapses and exits. The role oversees the implementation of customer experience initiatives and provides strategic supervision of the Conservation, Branches, Service Centre, and Contact Centre teams to ensure seamless and exceptional service delivery.

The role also involves monitoring key communication channels, optimizing operational efficiency and ensuring consistent adherence to the AAR service culture.

Duties & Responsibilities

• Ensure prompt response to clients through calls, emails, walk-ins and social media platforms.
• Maintain Contact Centre service levels within the stipulated metrics and ensure high-quality customer interactions.
• Manage and coordinate front office and contact center teams for seamless service delivery.
• Ensure timely escalation and resolution of customer issues through the established escalation paths and follow up to closure.
• Compile, analyze and share customer service reports and insights for decision-making.
• Manage performance, training and professional development of customer service staff.
• Anticipate potential customer needs or challenges and propose appropriate solutions.
• Oversee rota and shift management to ensure adequate staffing levels.
• Delegate tasks effectively and ensure timely completion.
• Ensure the Contact Centre, Front Office and info desk email accounts are always properly manned.
• Maintain an organized approach to handling customer information, ensuring confidentiality and accuracy.
• Drive adherence to company values, culture and customer service excellence standards.

Personal Attributes

• Develop, implement and maintain call service procedures, policies and standards for the department.
• Oversee implementation of customer experience strategy at various customer touch points to retain and strengthen existing business.
• Collaborate with sales, marketing, underwriting, care and claims teams to ensure consistent and seamless customer experience across all touchpoints.
• Lead, supervise and motivate the Contact Centre and Front Office teams to deliver exceptional customer service.
• Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment.
• Monitor key performance indicators (KPIs) and metrics to assess business performance and identify areas for enhancement/improvement.
• Identify and leverage innovative technologies and digital solutions to enhance customer experience and streamline service delivery.
• Monitor defined key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to track performance and drive continuous improvement.
• Investigate and resolve complex or escalated customer complaints and ensure timely feedback to clients.
• Maintain accurate records of all customer interactions, discussions and correspondence.
• Conduct financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability. Collaborate with internal teams to implement system enhancements and automation, driving operational efficiency.
• Analyze statistics, call records and customer feedback to determine the level of service being provided.
• Identify and recommend process improvements for Contact Centre and Front Office operations.
• Analyze statistics, call records and customer feedback to determine the level of service being provided.
• Monitor and ensure compliance with company operating standards and business assembly guidelines.
• Always achieve and sustain a 90% call service level target.
• Promote and uphold the AAR culture through time management, adherence to policies and consistent performance standards.
• Ensure effective monitoring of the Contact Centre and Front Office and info desk emails, social media inquiries and all other digital communication channels.
• Oversee and coordinate all front office activities to guarantee professional and efficient customer reception experience.
• Coordinate and track enquiries from all Agency offices and branches.
• Any other duties as may be assigned from time to time.

Basic Qualifications and Competencies

• Customer service and/or Insurance qualification: COP/ACII/IIK is an added advantage.
• At least 2 years’ experience in a Customer Service supervisory position.
• A strong understanding of medical and general insurance products, policies, and regulations.
• Proficiency in customer relationship technologies and customer relationship management (CRM) systems.
• Ability to analyse data and identify trends or patterns.
• Demonstrated leadership skills in the following competencies: Strategic/Systems Thinking, Customer Orientation, Decisiveness, Results Orientation, Confidence/Initiative and team focused.

• Ensure prompt response to clients through calls, emails, walk-ins and social media platforms.
• Maintain Contact Centre service levels within the stipulated metrics and ensure high-quality customer interactions.
• Manage and coordinate front office and contact center teams for seamless service delivery.
• Ensure timely escalation and resolution of customer issues through the established escalation paths and follow up to closure.
• Compile, analyze and share customer service reports and insights for decision-making.
• Manage performance, training and professional development of customer service staff.
• Anticipate potential customer needs or challenges and propose appropriate solutions.
• Oversee rota and shift management to ensure adequate staffing levels.
• Delegate tasks effectively and ensure timely completion.
• Ensure the Contact Centre, Front Office and info desk email accounts are always properly manned.
• Maintain an organized approach to handling customer information, ensuring confidentiality and accuracy.
• Drive adherence to company values, culture and customer service excellence standards.
• Develop, implement and maintain call service procedures, policies and standards for the department.
• Oversee implementation of customer experience strategy at various customer touch points to retain and strengthen existing business.
• Collaborate with sales, marketing, underwriting, care and claims teams to ensure consistent and seamless customer experience across all touchpoints.
• Lead, supervise and motivate the Contact Centre and Front Office teams to deliver exceptional customer service.
• Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment.
• Monitor key performance indicators (KPIs) and metrics to assess business performance and identify areas for enhancement/improvement.
• Identify and leverage innovative technologies and digital solutions to enhance customer experience and streamline service delivery.
• Monitor defined key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to track performance and drive continuous improvement.
• Investigate and resolve complex or escalated customer complaints and ensure timely feedback to clients.
• Maintain accurate records of all customer interactions, discussions and correspondence.
• Conduct financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability. Collaborate with internal teams to implement system enhancements and automation, driving operational efficiency.
• Analyze statistics, call records and customer feedback to determine the level of service being provided.
• Identify and recommend process improvements for Contact Centre and Front Office operations.
• Monitor and ensure compliance with company operating standards and business assembly guidelines.
• Always achieve and sustain a 90% call service level target.
• Promote and uphold the AAR culture through time management, adherence to policies and consistent performance standards.
• Ensure effective monitoring of the Contact Centre and Front Office and info desk emails, social media inquiries and all other digital communication channels.
• Oversee and coordinate all front office activities to guarantee professional and efficient customer reception experience.
• Coordinate and track enquiries from all Agency offices and branches.
• Any other duties as may be assigned from time to time.

• Proficiency in customer relationship technologies and customer relationship management (CRM) systems.
• Ability to analyse data and identify trends or patterns.
• Demonstrated leadership skills in the following competencies: Strategic/Systems Thinking, Customer Orientation, Decisiveness, Results Orientation, Confidence/Initiative and team focused.

• Customer service and/or Insurance qualification: COP/ACII/IIK is an added advantage.
• A strong understanding of medical and general insurance products, policies, and regulations.