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