Head of Customer Service & Policy Strategy

The Head of Customer Service & Policy Strategy will ensure the delivery of operational efficiencies, financial, and service objectives of the policy operations and customer service department. The role involves developing strategies, implementing policies, and optimizing processes to enhance productivity, profitability, and customer satisfaction.

Key Accountabilities:

Develop and implement operational strategies, policies, and procedures to streamline processes, improve efficiency, and achieve business objectives.

Provide leadership and direction to departmental managers and supervisors, ensuring alignment with organizational goals and priorities.

Oversee day-to-day operations, including productivity planning and monitoring to meet customer demand and delivery targets.

Monitor key performance indicators (KPIs), metrics, and operational benchmarks to assess performance, identify areas for improvement, and drive operational excellence.

Lead cross-functional teams to develop and implement process improvements, cost-saving initiatives, and quality enhancement programs.

Collaborate with sales, marketing, and finance teams to forecast demand, plan for growth and manage resources effectively.

Ensure compliance with regulatory requirements and company standards in all operational activities.

Identify risks, vulnerabilities, and opportunities in operational processes and develop strategies to mitigate risks and capitalize on opportunities.

Foster a culture of continuous improvement, innovation, and accountability within the operations team, encouraging feedback and collaboration.

Develop and manage budgets, financial forecasts, and cost-control measures to optimize resource allocation and maximize profitability.

Build and maintain relationships with partners and service providers to negotiate contracts, resolve issues, and ensure timely delivery of services.

Lead change management initiatives and organizational transformation efforts to adapt to evolving market conditions and business needs.

Provide regular reports, updates, and presentations to senior management and stakeholders on operational performance, initiatives, and achievements.

Mentor, coach, and develop team members, providing guidance, support, and opportunities for professional growth and advancement.

Represent the organization in external forums, industry events, and business partnerships, promoting the company's reputation and interests.

Essential Business Experience and Technical Skills:

Proven experience in operations management, with a track record of success in leading operational functions in a complex organization.

Successful record in a senior customer service / knowledge of policy operations position for at least 10 years and experience in financial services industry specifically in healthcare

Demonstrated ability to lead multiple, complex initiatives and organizational transformation projects and program development.

Deep understanding of insurance environment and internal insurance company procedures

Capability to organize and manage complex flows, interdepartmental activities, sales environment know how, customer orientation, risk management, product, audit & compliance know how.

Ability to analyse and solve problems in the complex environment with multiple internal and external (legal and regulatory) constrains considering business and customer centricity objectives.

Excellent communicator, with good interpersonal and people management skills.

Strong understanding of business operations and processes

Excellent leadership and management skills, with the ability to inspire and motivate teams to achieve performance goals.

Strategic thinking and problem-solving abilities, with a focus on driving innovation and continuous improvement.

Analytical mindset and data-driven decision-making skills, with proficiency in analyzing and interpreting operational metrics and performance indicators.

Effective communication and interpersonal skills, with the ability to collaborate and influence cross-functional teams and stakeholders.

Results-oriented mindset, with a focus on delivering measurable outcomes and driving operational efficiency.

Knowledge of relevant regulations, compliance standards, and industry best practices in operations management.

Adaptability and resilience to thrive in a dynamic, fast-paced environment and manage competing priorities effectively.

Leadership Competencies:

Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.

Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse, and multi-functional teams to successfully drive business objectives.

Grows Talent – Inclusively and pro-actively develops talent, empowers individuals, and manages diverse teams to drive engagement and performance.

Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change, and ensuring ambitious standards.

Job Type: Full-time

Pay: AED30,000.00 - AED40,000.00 per month