Role Purpose
- Overarching duties as Daman leader:
- Support in the implementation of quality awareness in delivering efficient and cost-effective services
- Supervise and guide the team with the overall performance accountability of subordinates
- Conduct annual appraisals and support in setting individual development plan/targets of subordinates
- Support unit head in ensuring appropriate staffing levels, conducting interviews and hiring of new staff
- Support in development, implementation and ensure adherence of policies, guidelines and procedures
- Promote the recruitment and development of UAE Nationals to contribute to Daman's strategic goals
- Department specific:
- Manage daily operations at branches via regular monitoring of queues and team performance
- Create focused service experience for corporate accounts in respective branches in coordination with corporate sales
- Ensure resolution on the escalations raised to pending requests from finance, sales for refund/ cheques/LOA/POA and close issues
- Evaluate performance of service providers like info fort, bankers, courier services etc. and take timely corrective measures
- Achieve monthly Voice of Customer target and evaluate branch services and customer satisfaction periodically against the set the targeted index ratings defined in coordination with Daman's customer experience team
- Supervise daily branch activities including Customer Service, Sales and Cashiering
- Handle customer complaints and queries escalated from RSRs
- Co-ordinate between the branches, Production and Underwriting departments
- Ensure that TAT and SLA agreements are met as per the set policies and procedures
- Follow the proper escalation level and escalate important issues of customers and all daily work to Branch Management Manager/Section Head as and when required
- Ensure smooth workflow process
- Monitor staff attendance, behavior and performance
- Provide the required periodical reports
- Ensure team member targets are met on periodical basis
Key Requirements and Qualifications
- 5 years of experience in sales, out of which 3 years should be in a customer facing role and 2 years should be in a team leading role
- Experience in health insurance or insurance concepts in general is a must
- Ideally bachelor's degree in business administration or any other business field
- Master's degree is a plus
- UAE Driving license is preferred
Skills and Competencies
- Analyse root causes and ensure continuous improvement on filling gaps and curtail recurring problems
- Develop and strengthen self-professional interests, value and seek contributions from all in a non-hierarchical manner
- Take initiatives and demonstrate flexibility in time, work location, thoughts and ideas etc.
- Exhibit and promote the culture of trust through recognising talent and delegation of activities
- Strive and remain focused achieving department specific business objectives ie., yearly targets
- Go the extra mile to create superior customer service in accordance to policies/procedures of Daman
- Proactively share learnings and ideas with peer groups intended towards reduction in recurring issues and common business objectives
- Knowledge of general concepts of Health Insurance, regulatory and Daman role in managing Health system in UAE
- Familiar with medical terminology and the frequently used concepts across Daman, such as lost ratio; NRP; loadings; etc.
- Good business understanding and background
- Good leadership skills including people management, selection and development skills
- Very good command of written and spoken English and Arabic
- Very good analytical, planning, forecasting, execution and problem-solving skills
- Results oriented whilst ensuring high quality of work
- Strong level of customer service orientation and professionalism in all interactions
