Qureos Mentor

EIX Consulting

Job Title:Head of Customer Care &amp; Policy ServicingJob Type:Full-TimeAbout the Role:We are seeking an experienced Head of Customer Care &amp; Policy Servicing to lead our customer service and policy administration teams. Reporting to the COO, you will define and implement strategies, optimize operational efficiency, and ensure a customer-centric, compliant service experience across all lines of business: Health, Life, Marine, Aviation, and General Insurance.Key Responsibilities:<ul><li>Develop and oversee end-to-end customer experience and policy servicing frameworks.</li><li>Implement and monitor SLAs, KPIs, complaint management, and service quality standards.</li><li>Lead the configuration and adoption of CRM and policy administration systems, including digital self-service touchpoints.</li><li>Recruit, mentor, and lead the customer care and policy servicing teams.</li><li>Ensure regulatory compliance with UAE insurance authorities (DHA, HAAD, CBUAE, etc.).</li><li>Collaborate with cross-functional teams including Sales, Finance, Underwriting, IT, and Legal.</li><li>Deputize the COO as needed and contribute to strategic business initiatives.</li></ul>Qualifications &amp; Experience:<ul><li>Bachelor&rsquo;s degree in Business Administration, Finance, Engineering, Computer Science, or related field.</li><li>5&ndash;7+ years of experience leading customer care, policy servicing, billing, and collections functions within the UAE insurance industry.</li><li>Strong knowledge of UAE insurance regulations and operational requirements.</li><li>Leadership experience managing teams and driving performance metrics (NPS, FCR, AR, QA).</li><li>Proficiency in MS Office and experience with telephony solutions (Cisco, Avaya, Genesys).</li><li>Conversational AI and digital customer experience exposure is a plus.</li></ul>Skills &amp; Competencies:<ul><li>Customer-centric mindset with focus on operational excellence.</li><li>Problem-solving, analytical, and business planning skills.</li><li>Agile, adaptable, hands-on, and growth-oriented attitude.</li><li>Strong interpersonal, negotiation, and stakeholder management skills.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Are you familiar with UAE insurance regulations (DHA, HAAD, CBUAE)?</li><li>Are you proficient in MS Office and at least one major telephony solution (Cisco, Avaya, Genesys)?</li></ul>Experience:<ul><li> leading customer care, policy , in UAE insurance industry: 5 years (Required)</li></ul>

Head of Customer Care & Policy Servicing

Join EIX Consulting and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

EIX Consulting

ABOUT_COMPANY

Head of Customer Care & Policy Servicing