Customer Service Solution Manager (Insurance Broker)
About this position
The Customer Service Solution Manager (Insurance Broker) is responsible for strategic planning, relationship building, collaboration, data analysis, problem-solving, and staying updated with industry trends to enhance customer service and operational efficiency.
Responsibilities
• Strategic Planning and Goal Setting: Proven ability to develop comprehensive plans, set measurable goals, and monitor performance to ensure alignment with business objectives.
• Relationship Building: Strong interpersonal skills with a demonstrated ability to cultivate and maintain positive relationships with clients, partners, and team members to enhance collaboration and achieve mutual goals.
• Collaboration and Communication: Adept at fostering a collaborative team environment, with excellent verbal and written communication skills to ensure clarity and understanding across all levels of the organization.
• Data Analysis and Business Growth: Expertise in analyzing data to make informed, data-driven decisions, as well as in developing innovative strategies to drive business growth and enhance operational efficiency.
• Problem Solving and Creativity: Strong analytical and find effective solutions and creative problem-solving abilities. Monitor and analyze key customer service metrics, using insights to continuously improve response times, resolution rates, and overall service quality.
• Stay updated with industry trends and best practices in customer service and solution management, applying relevant innovations to the organization.
• Manage customer feedback loops and ensure continuous improvement of service delivery based on client input.
Requirements
• Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred).
• Proven experience (5+ years) in a customer service management role, preferably within the insurance or financial services industry. Simply knowledge of motor insurance products and general insurance products.
• Self-motivated with strong interpersonal skills and confident to work independently and take responsibility.
• Creative mindset with the ability to generate new ideas and solutions.
• Proven leadership skills with the ability to effectively manage teams.
• Experience in the insurance or financial services industry is an advantage.