Assistant Branch Manager ( UAEN)

Core Responsibilities:

• Manage customer enrolment, renewal, and query resolution processes in coordination with the team
• Oversee walk-in customer interactions, ensuring high-quality service and reduced wait times
• Monitor and implement digital adoption initiatives within the branch network
• Address customer complaints professionally and escalate unresolved issues with justification
• Ensure compliance with health insurance regulations and internal policies
• Conduct periodic service quality evaluations and report findings to the management
• Supervise daily branch operations, ensuring adherence to performance metrics and efficiency goals
• Support in managing the Customer Happiness Centre, ensuring timely resolution of feedback and complaints
• Assist in preparing customer service reports, analysing trends, and recommending improvements
• Ensure that all physical and digital documentation within the branch is properly maintained and secured
• Monitor and ensure adherence to internal SLAs and regulatory timelines
• Provide inputs for branch strategy and operational improvements based on customer feedback and performance data
• Ensure the smooth functioning of day-to-day branch operations, including queue management and service turnaround

Quality & Excellence Management:

• Ensure service quality standards are maintained across all branch interactions
• Monitor and report on customer satisfaction levels, implementing necessary improvements
• Assist in ensuring all open audits are closed within deadlines and escalate justifications for extensions
• Support in mystery shopping evaluations and ensure timely implementation of corrective actions
• Ensure all policies and guidelines are up to date and adhered to within the branch network

Preferred Educational Qualifications and Professional Certifications

• Bachelor's degree in business administration, Management or a related field.
• Master's degree in business administration, Management or a related field.
• Professional certifications in customer service, operations management, or health insurance or equivalent are a plus.

Experience

• 5-7 years of experience working closely with Sales, with at least 2-3 years in a managerial role
• UAE Driving License is preferred