Head of Customer Care

Job Title: Head of Customer Care
Employment Type: Full-Time

About the Role:

ALFIT Insurance is seeking a strategic and hands-on Head of Customer Care to define, build, and lead our customer servicing operations. Reporting directly to the COO, you will ensure a seamless, compliant, and customer-centric experience across all insurance lines: Health, Life, Marine, Aviation, and General Insurance. You will play a pivotal role in shaping the company’s reputation, operational efficiency, and customer engagement strategies.

Key Responsibilities:

Customer Experience & Operations:

• Define end-to-end customer service model and processes, ensuring compliance with UAE regulations.
• Oversee onboarding, multi-channel enquiries (call, email, chat, portal), complaint management, satisfaction surveys (NPS, FCR, CSAT), and member journey management.
• Champion the Voice of Customer (VoC) within the organization.

Systems & Technology:

• Lead selection and enhancement of Telephony and CRM systems.
• Oversee digital touchpoints, including mobile apps, portals, web apps, chatbots, and knowledge centers.

Team Leadership & Operational Readiness:

• Recruit, onboard, train, and mentor the Customer Care team.
• Develop training materials, SOPs, and quality assurance programs.
• Foster a customer-first culture and drive continuous innovation.

Performance Management:

• Define and track service delivery metrics (AHT, TAT, AR, NPS, FCR, QA, Complaint Resolution Rate).
• Provide management reports and insights to drive operational excellence.

Strategic & Cross-functional Support:

• Support product and sales functions as required.
• Deputize the COO when needed.
• Ensure departmental adherence to company policies and budget.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Finance, Engineering, Computer Science, or related field. MBA is a plus.
• 5–7 years of leadership experience in customer care within the UAE insurance sector.
• Solid understanding of UAE insurance regulations (DHA, HAAD, CBUAE).

Required Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication in English; Arabic is a plus.
• Customer-centric mindset with operational excellence.
• Analytical, problem-solving, and business planning capabilities.
• Experience with Telephony/CRM systems; conversational AI exposure is a plus.
• Agile, hands-on, and results-oriented.

Job Type: Full-time

Application Question(s):

• Are you familiar with UAE insurance regulations (DHA, HAAD, CBUAE) and their servicing requirements?
• Have you implemented process improvements or digital solutions (CRM, Telephony, Chatbots) in a customer care function?

Experience:

• managing customer care functions in the UAE insurance sector: 7 years (Required)