Policy Management Assistant Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Allianz Popular SL. Full time

About the Role:

The Assistant Manager Policy Administration will support and deliver on the setup and management of new business and renewal onboarding by overseeing key processes within the team in line with customer needs.

This role has an overall responsibility to manage resource planning to effectively manage the department to consistently meet SLA's, maintain high quality levels and superior customer service, while overcoming obstacles such as large volumes of new business and renewals of groups and new starts within the teams.

The incumbent will report to the After Sales Support Manager - UAE.

Key Responsibilities:

  • Manage the day-to-day planning and operation of the Department.
  • Develop excellent working relationships with internal stakeholders and other departments, especially Harmony, process consistency, and proper alignment between direct reports.
  • Support the After Sales Support Manager in the development and implementation of technical parameters, policies, and frameworks for others to work within.
  • Manage the training for new staff.
  • Participate in various operational activities, inside and outside of the Department, to ensure that operational service delivery meets and exceeds clients' expectations.
  • Take the lead to proactively review processes and procedures to maximize efficiencies where possible.
  • Monitor department productivity levels and ensure shortfalls in productivity are quickly addressed.
  • Advocate an atmosphere of open, honest communication and instill a collaborative approach within the department.
  • Actively participate in initiatives to drive employee engagement and development.
  • Act as a communication conduit between the team leaders and the After Sales Support Manager.
  • Carry out performance management with the team to facilitate an effective flow of information within the department and communicate company policies effectively.
  • Communicate frequent figures for the purpose of providing an accurate picture of the department's productivity.
  • Identify, develop, and implement protocols/system enhancements to assist in maximizing productivity and improving service quality to maintain client retention levels.
  • Ability to successfully drive a change management process.
  • Actively promote high customer service and quality ethos on the team and in the company as appropriate.
  • Represent the After Sales Support Manager in his/her absence.
  • Ad hoc projects and tasks to support the company strategy.
  • Always ensure that appropriate controls are in place to adhere to policies, protocols, and standards to achieve objectives related to customer satisfaction, quality, and productivity.
  • Support the development of key successors by selecting talented individuals and providing feedback that addresses skills gaps, and coach the team in learning new capabilities.
  • Drive collaboration across AP boundaries by promoting the sharing of information.
  • Apply a long-term, big-picture perspective that supports innovation and focuses people on changes that will add value to the business.

Requirements:

  • 2+ years of experience in a similar role.
  • Physically fit to carry out duties.
  • Excellent and strong verbal and written communication skills.
  • Legally permitted to work in the country of operations.
  • Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

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