Job Description

Job Title:

Head of Customer Care

Employment Type:

Full-Time

About the Role:

ALFIT Insurance is seeking a strategic and hands-on

Head of Customer Care

to define, build, and lead our customer servicing operations. Reporting directly to the COO, you will ensure a seamless, compliant, and customer-centric experience across all insurance lines: Health, Life, Marine, Aviation, and General Insurance. You will play a pivotal role in shaping the company's reputation, operational efficiency, and customer engagement strategies.

Key Responsibilities:

Customer Experience & Operations:

Define end-to-end customer service model and processes, ensuring compliance with UAE regulations. Oversee onboarding, multi-channel enquiries (call, email, chat, portal), complaint management, satisfaction surveys (NPS, FCR, CSAT), and member journey management. Champion the Voice of Customer (VoC) within the organization.

Systems & Technology:

Lead selection and enhancement of Telephony and CRM systems. Oversee digital touchpoints, including mobile apps, portals, web apps, chatbots, and knowledge centers.

Team Leadership & Operational Readiness:

Recruit, onboard, train, and mentor the Customer Care team. Develop training materials, SOPs, and quality assurance programs. Foster a customer-first culture and drive continuous innovation.

Performance Management:

Define and track service delivery metrics (AHT, TAT, AR, NPS, FCR, QA, Complaint Resolution Rate). Provide management reports and insights to drive operational excellence.

Strategic & Cross-functional Support:

Support product and sales functions as required. Deputize the COO when needed. Ensure departmental adherence to company policies and budget.

Qualifications & Experience:

Bachelor's degree in Business Administration, Finance, Engineering, Computer Science, or related field. MBA is a plus. 5-7 years of leadership experience in customer care within the UAE insurance sector. Solid understanding of UAE insurance regulations (DHA, HAAD, CBUAE).

Required Skills & Competencies:

Strong leadership and team management skills. Excellent communication in English; Arabic is a plus. Customer-centric mindset with operational excellence. Analytical, problem-solving, and business planning capabilities. Experience with Telephony/CRM systems; conversational AI exposure is a plus. Agile, hands-on, and results-oriented.
Job Type: Full-time

Application Question(s):

Are you familiar with UAE insurance regulations (DHA, HAAD, CBUAE) and their servicing requirements? Have you implemented process improvements or digital solutions (CRM, Telephony, Chatbots) in a customer care function?
Experience:

* managing customer care functions in the UAE insurance sector: 7 years (Required)