Job Purpose

The Assistant Manager, Insurance is responsible for managing and overseeing the delivery of exceptional customer support services for insurance products offerings. This role ensures that service excellence is maintained across all customer interactions while driving operational efficiency, client satisfaction, and alignment with the insurance business objectives.

The role also includes leading a team of 20-30 agents, ensuring their performance meets the needs of customers, and contributing to the success of customer experience initiatives tailored to these specialized segments.

Key Responsibilities

Team Leadership and Performance Management

Supervise and manage a team of 20-30 agents, ensuring they meet individual and team performance targets.

Conduct regular one-on-one coaching sessions, team meetings, and performance reviews to provide feedback and guidance.

Motivate and inspire agents to deliver excellent customer service and meet or exceed KPIs.

Operational Oversight

Monitor real-time team performance, call handling and queue management to optimize resource allocation & service levels.

Address escalations and complex customer issues, ensuring timely and satisfactory resolution.

Ensure adherence to OSH, insurance & contact centre policies, processes, regulatory and compliance requirements.

Training and Development

Identify training needs within the team and collaborate with the CX Knowledge Management Team and the Agency & Merchants Team to enhance skills, product knowledge, and customer service capabilities.

Onboard and mentor new agents, ensuring a smooth transition into the team and alignment with service expectations.

Promote a culture of continuous learning and improvement.

Service Excellence for Specialized Segments

Ensure seamless delivery of support for the bank’s insurance products, including claims inquiries, and general insurance-related assistance.

Reporting and Insights

Track and analyse team performance metrics, providing regular reports.

Use insights from performance data and customer feedback to recommend and implement improvements.

Participate in daily or weekly briefings to communicate updates, share performance results, and align team objectives with departmental goals.

Compliance and Risk Management

Ensure that all team activities comply with regulatory, risk, and operational standards.

Monitor for potential risks in customer interactions and implement corrective measures where necessary.

Qualifications

Qualifications, Experience

Degree or equivalent from a recognized institution.

Diploma in Insurance will be an added advantage

Minimum 8 years’ experience in Contact Centre environment, 3 of which must be in Insurance, 2 of which have been in a supervisory role,

Proficiency in IT and Contact Centre Systems

Knowledge in Banking operations

Key Competencies & Skills

Supervision and Coaching

Customer-Centric Mindset

Analytical Thinking

Communication Skills

Problem-Solving Skills

Time Management

Adaptability and flexibility to thrive in a fast-paced and evolving work environment.