Khaled Arafat Mohamed

Head of Client and Policy ServicingFull Time

• Job Details:Job Description • Including but not limited to: - Manage the operations and customer service team and activities including but not limited to “Back office, front desk, call center, data processing, filling, direct marketing and banc-assurance operations and quality control” reporting directly to the country manager based in Dubai and matrix reporting to CPS regional head based in Dubai. - Prepare and control the department annual budget with coordination with the country manager and CPS regional head. - Prepare monthly, quarterly and annual reports and dashboards and submit to the local and regional executive management. - Maintain the required support to clients/agents - Ensure apply of quality control and quality assurance processes - Give in-job trainings for the team according to business needs - Provide analysis for customer satisfaction surveys and provide feedback to concerned stakeholders - Receiving/resolving/analyzing customers/brokers complaints and provide feedback to concerned stakeholders - Ensure all agreed service standards are achieved within the Service Centre - Build positive and effective internal and external working relationships - Develop a customer centric, professional, high performing culture within the Service Centre - Enhance quality of work by improving systems, processes and operational efficiencies - Plan, implement and monitor operational improvements whilst successfully managing change with minimal disruption - Achieve agreed department objectives and targets by setting clear and achievable goals, reviewing and taking appropriate action at department level. - Ensure all compliance and governance procedures are communicated, reported and maintained - Ensure safety and wellbeing of all CPS personnel in close alignment to all BCP, disaster recovery and HR policies. - Work with the profit centers to improve operational metrics for operations use in monitoring and measuring Service Centre performance, efficiency, and effectiveness - Conduct regular operational audits to determine Service Centre performance against established and defined guidelines and rules.