Responsibilities
:
1. Exceed service level agreements and key performance indicators
2. Innovate and implement solutions to enhance client experience
3. Oversee and optimize workflow systems and applications
4. Cultivate a culture of continuous improvement and operational excellence
5. Ensure strict adherence to audit andpliance regulations
6. Collaborate effectively with cross-functional leadership and senior management
7. Analyze and report on key performance metrics on a weekly and monthly basis
8. Provide exemplary leadership and demonstrate autonomous decision-making capabilities
9. Foster a culture of diversity, equity, and inclusion; promote an inclusive and respectful workplace
10. Conduct regular feedback sessions and provide timely, constructive coaching to develop employees
11. Identifying & supporting development opportunities for team members
12. Performs departmental reporting and identifies areas for our First Contact Resolution ethos
13. Oversees Quality measures within the team - actively maintaining a high standard of output
14. Manages escalation paths - always ensuring we provide the best possible service
15. Co-ordination of ad hoc projects and tasks, aligning resources appropriately
What We're Looking For:
16. Proven track record of success in client services management
17. Exceptionalmunication and interpersonal skills
18. Advanced analytical and problem-solving capabilities
19. Demonstrated experience in team leadership and motivation
20. Proficiency in data analysis, interpretation, and reporting
21. Ability to excel in a dynamic, fast-paced environment
22. Familiarity with Life insurance products (advantageous)
23. Superior research and follow-up skills
Preferred Qualifications:
24. In-depth knowledge of the US life insurance industry
25. Third-level qualification, degree, or equivalent experience (preferred, not essential)
26. Extensive experience in Contact Center Management Services
Job Category:
Customer Service / Operations
Posting End Date:
26/06/2025 Job ID JR00110927