Head Of Customer Care And Policy Servicing
Job description / Role
Employment: Full Time
About the Role
ALFIT Insurance is seeking a Head of Customer Care and Policy Servicing to build and lead our customer service strategy and operations across all lines of business—Health, Life, Marine, Aviation, and General Insurance. As a key member of our leadership team, you will shape the customer journey from onboarding through servicing, ensuring a best-in-class, compliant, and seamless experience.
Key Responsibilities:
Customer Experience Strategy & Operations:- Design and implement end-to-end service frameworks.
- Lead onboarding, multichannel service (calls, emails, chat), complaint resolution, SLAs, and KPIs.
- Ensure compliance with UAE regulatory guidelines (CBUAE, DHA, HAAD).
- Oversee product setup, policy issuance, renewals, endorsements, cancellations, billing, collections, and refunds.
- Standardize customer communication templates and knowledge base.
- Collaborate with underwriting, claims, finance, and sales for a seamless service experience.
- Serve as the business lead for policy administration systems and CRM platforms.
- Enable digital customer engagement (self-service apps, chatbots, knowledge portals).
- Recruit, train, and mentor a high-performing service team.
- Develop SOPs, training programs, and QA processes.
- Instill a culture of customer-first mindset and innovation.
- Monitor KPIs: TAT, AR, FCR, NPS, QA, complaint resolution rates, etc.
- Provide strategic insights and executive-level reporting.
We're building a future-ready insurance business that puts customers at the core of everything we do. As Head of Customer Care and Policy Servicing, you’ll play a pivotal role in shaping our service strategy, culture, and reputation.
Requirements:
- Bachelor’s degree in Business, Finance, Engineering, or related fields.
- 5–7 years of experience in customer care/policy servicing in UAE insurance (Health, Life, or General).
- In-depth knowledge of UAE insurance regulations and servicing requirements.
- Strong leadership, communication, and stakeholder management.
- Tech-savvy with experience in CRM, policy admin systems, and telephony platforms.
- Fluency in English required; Arabic is an advantage.
About the Company
A leading consulting company in UAE.
Easy Apply