Assistant Manager Customer Service

AAR Insurance is an insurance company that provides a range of medical and general insurance products to individuals and organizations.

The Assistant Manager Customer Service at AAR Insurance is tasked with overseeing the prompt and efficient resolution of all customer inquiries, complaints, and concerns across multiple service touchpoints, ensuring consistently high service quality. This position is crucial for leading team training, coaching, and empowerment programs to strengthen overall service delivery. Responsibilities also include analyzing premium and policy status trends to support portfolio retention and proactively engaging clients to prevent policy lapses. The role involves implementing customer experience initiatives and providing strategic supervision to the Conservation, Branches, Service Centre, and Contact Centre teams to guarantee seamless and exceptional service. Additionally, the Assistant Manager will monitor key communication channels, optimize operational efficiency, and ensure strict adherence to AAR's service culture.

1. Ensure prompt responses to clients via calls, emails, walk-ins, and social media platforms.
2. Maintain Contact Centre service levels within stipulated metrics and ensure high-quality customer interactions.
3. Manage and coordinate front office and contact center teams for seamless service delivery.
4. Ensure timely escalation and resolution of customer issues through established paths, following up to closure.
5. Compile, analyze, and share customer service reports and insights for decision-making.
6. Manage performance, training, and professional development of customer service staff.
7. Anticipate potential customer needs or challenges and propose appropriate solutions.
8. Oversee rota and shift management to ensure adequate staffing levels.
9. Delegate tasks effectively and ensure timely completion.
10. Ensure the Contact Centre, Front Office, and info desk email accounts are always properly manned.
11. Maintain an organized approach to handling customer information, ensuring confidentiality and accuracy.
12. Drive adherence to company values, culture, and customer service excellence standards.
13. Develop, implement, and maintain call service procedures, policies, and standards for the department.
14. Oversee implementation of the customer experience strategy at various customer touch points to retain and strengthen existing business.
15. Collaborate with sales, marketing, underwriting, care, and claims teams to ensure consistent and seamless customer experience.
16. Lead, supervise, and motivate the Contact Centre and Front Office teams to deliver exceptional customer service.
17. Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment.
18. Monitor key performance indicators (KPIs) and metrics to assess business performance and identify areas for enhancement.
19. Identify and leverage innovative technologies and digital solutions to enhance customer experience and streamline service delivery.
20. Monitor defined key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to track performance and drive continuous improvement.
21. Investigate and resolve complex or escalated customer complaints and ensure timely feedback to clients.
22. Maintain accurate records of all customer interactions, discussions, and correspondence.
23. Conduct financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability.
24. Collaborate with internal teams to implement system enhancements and automation, driving operational efficiency.
25. Analyze statistics, call records, and customer feedback to determine the level of service being provided.
26. Identify and recommend process improvements for Contact Centre and Front Office operations.
27. Monitor and ensure compliance with company operating standards and business assembly guidelines.
28. Achieve and sustain a 90% call service level target.
29. Promote and uphold the AAR culture through time management, adherence to policies, and consistent performance standards.
30. Ensure effective monitoring of the Contact Centre, Front Office, info desk emails, social media inquiries, and all other digital communication channels.
31. Oversee and coordinate all front office activities to guarantee a professional and efficient customer reception experience.
32. Coordinate and track inquiries from all Agency offices and branches.
33. Perform any other duties as assigned from time to time.

1. Customer service and/or Insurance qualification (e.g., COP/ACII/IIK) is an added advantage.
2. At least 2 years of experience in a Customer Service supervisory position.
3. A strong understanding of medical and general insurance products, policies, and regulations.
4. Proficiency in customer relationship technologies and Customer Relationship Management (CRM) systems.
5. Ability to analyze data and identify trends or patterns.
6. Demonstrated leadership skills in strategic/systems thinking, customer orientation, decisiveness, results orientation, confidence/initiative, and team focus.