Head of Customer Care & Policy Servicing

Job Title:

Head of Customer Care & Policy Servicing

Job Type:

Full-Time

About the Role:

We are seeking an experienced Head of Customer Care & 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:

• Develop and oversee end-to-end customer experience and policy servicing frameworks.
• Implement and monitor SLAs, KPIs, complaint management, and service quality standards.
• Lead the configuration and adoption of CRM and policy administration systems, including digital self-service touchpoints.
• Recruit, mentor, and lead the customer care and policy servicing teams.
• Ensure regulatory compliance with UAE insurance authorities (DHA, HAAD, CBUAE, etc.).
• Collaborate with cross-functional teams including Sales, Finance, Underwriting, IT, and Legal.
• Deputize the COO as needed and contribute to strategic business initiatives.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Finance, Engineering, Computer Science, or related field.
• 5–7+ years of experience leading customer care, policy servicing, billing, and collections functions within the UAE insurance industry.
• Strong knowledge of UAE insurance regulations and operational requirements.
• Leadership experience managing teams and driving performance metrics (NPS, FCR, AR, QA).
• Proficiency in MS Office and experience with telephony solutions (Cisco, Avaya, Genesys).
• Conversational AI and digital customer experience exposure is a plus.

Skills & Competencies:

• Customer-centric mindset with focus on operational excellence.
• Problem-solving, analytical, and business planning skills.
• Agile, adaptable, hands-on, and growth-oriented attitude.
• Strong interpersonal, negotiation, and stakeholder management skills.

Job Type: Full-time

Application Question(s):

• Are you familiar with UAE insurance regulations (DHA, HAAD, CBUAE)?
• Are you proficient in MS Office and at least one major telephony solution (Cisco, Avaya, Genesys)?

Experience:

• leading customer care, policy , in UAE insurance industry: 5 years (Required)