Customer Support Manager

Job Summary

Zurich Middle East is part of Zurich Insurance Group, one of the world's
largest and most experienced insurers. Our mission is to help our local
community understand and protect themselves from risk both locally and
globally.

We are looking for a dynamic and passionate Customer Support Manager to work
within the Client Services team in the Middle East, an excellent opportunity
to gain exposure to our Corporate Pensions business. In this role, you will be
managing relationships with corporate customers, administration of their
policies and general servicing. You are also expected to get connected with
large, multinational organizations and respond to the differing requirements
of these entities. This will involve understanding the corporate structures,
their requirements, and liaising with their employee benefit teams and EBCs
were relevant.

At Zurich, we aim to have a diverse mix of employees that reflects our
customers and the communities in which we live and work. Our diversity and
inclusion initiatives are shaping an environment where everyone feels welcome,
regardless of age, gender, religion, ability, culture, sexual orientation or
mental health status. Our approach ensures that Zurich is a place that values
different opinions, respects personal needs, and provides equal opportunities
for all. We are committed to continuous improvement, and we offer access to a
comprehensive range of training and development opportunities.

Job Accountabilities

As Customer Support Manager, your role will further involve:

• Manage relationships with corporate customers, their decision makers and plan administrators


• Understand scheme specific requirements working with scheme administrators and EBC's were relevant and contribute to the development of appropriate service delivery mechanism


• Achieve service levels, productivity, efficiency, and quality targets


• Resolve queries for customers focusing on right first time


• Manage and resolve complaints with a focus to achieve customer focused outcomes


• Contribute to the development and use of insights from various touchpoints with customers to improve customer experience


• Deliver stewardship reporting for schemes were relevant using Business intelligence tools such as Power Bi, Think-cell etc.


• Champion and contribute to driving continuous service improvements with a focus on automation and digitization

Job Qualifications

To be successful in this role, you will need:

• Experience in the financial services industry in a similar role within a customer service environment.


• Experience in employee benefits or a good understanding of employee benefits in the region will be an added advantage


• Excellent verbal and written communication skills and a demonstrable passion for customer service


• Excellent knowledge of office packages such as Word, PowerPoint and Excel


• Knowledge of Business intelligence tools such as PowerBi, Tablaeu or Think-cell will be an added advantage


• Knowledge of automation tools such as Power Automate, Power Apps or others will be an added advantage


• Excellent organisation and prioritisation skills

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We
take an optimistic approach by focusing on the positives and constantly asking
What can go right?

We are an equal opportunity employer who knows that each employee is unique -
that's what makes our team so great!

Join us as we constantly explore new ways to protect our customers and the
planet.
* Location(s): AE - Dubai
* Remote working: No
* Schedule: Full Time
* Recruiter name: Santander Leigh Jeremy Jaye