Team Lead - Client Engagement & Communication

Summary

Sagicor Life Jamaica Limited is seeking a suitable candidate to join our Client Engagement and Communication team in the capacity of: Team Lead - Client Engagement & Communication ✅ Provide guidance and leadership to the Client Services team members to complete work assignments and achieve unit targets. ✅ Assist with resolving operational and team-related issues to provide consistent, accurate, and effective communications, delivering exceptional service to all clients. ✅ Assist the management team in identifying areas for improvement within processes, procedures, and service standards, and assist with implementing improvement initiatives.

Responsibilities

• • Guide, mentor and coach Client Services direct reports to ensure assignments are completed and Unit targets achieved.
• • Identify training needs, conduct training as assigned, and recommend professional development programmes.
• • Interview and provide information to clients on claim status, policy status, loans, dividend, fund balances and advise them of the amounts available.
• • Take the necessary steps to properly identify policyholders.
• • Maintain client retention initiatives to dissuade policy holders from surrendering policy as well as persuade them to purchase additional coverage where the client has minimal coverage.
• • Introduce clients to other products offered within the group.
• • Process clients’ queries appropriately through other units or Departments as required.
• • Provide guidance and leadership to direct reports and evaluate performance to ensure that Key Performance Indicators are being achieved.
• • Assess the flow and wait time of walk-in clients and organize workflow in the unit to allow the Support unit team members to provide assistance on the front line.
• • Review results of client satisfaction surveys, identify areas for improvement, make recommendations as appropriate and participate in client loyalty and retention programmes.
• • Perform other job-related duties assigned from time to time.

Qualifications

• • Bachelor’s degree in Business Administration, Management Studies, Marketing or a related discipline from a recognized tertiary institution.
• • Successful completion of ACS and LOMA I & II designations/ certifications.
• • Leadership or Management training would be an asset.
• • At least three (3) years’ working experience within the insurance industry.
• • Minimum of one (1) year working experience in a supervisory capacity.
• • Knowledge of relevant laws and regulations related to client communication and information protection/data privacy.
• • Excellent attitude to client service and teamwork.
• • Excellent supervisory skills and sound knowledge of industrial relations.
• • Sound knowledge of life insurance products and processes.
• • Ability to communicate effectively both orally and in writing.
• • Demonstrable persuasiveness, empathy and tact.
• • Sound knowledge of Government business portfolio and other Group Life and Health Insurance policy contracts.
• • Sound knowledge of computer software packages including word processing and spreadsheet applications.

Additional Information and Instructions

📌If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than November 15, 2024. While we appreciate all applications, only shortlisted candidates will be contacted.

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