Head of Operations
Wataniya Insurance Company
مجموع سنوات الخبرة :17 years, 7 أشهر
Lead and direct operations activities for the business ensuring effective delivery of service to all levels of internal and external customers. Oversee, manage and control operations recoveries to improve company profit. Collaborates with leadership and directs teams to assure strategic operational and developmental goals of the functional area are met, work closely with stakeholders across all departments to increase operational efficiency to enable sales to succeed in growing business.
* Achieve Operations department objectives by contributing in client services and Operations requests and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and Operational standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
* Set strategic goals, planning and monitoring day-to-day running of business to ensure smooth progress.
* Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
* Revise and/or formulate policies and promote their implementation.
- Participate in Initiating and implementing department’s annual operation plan, and KPIs to ensure business continuity and achieve department’s target and company’s strategic objectives.
- Develop, implement and / or manage the organization’s customer service policies
Initiate sustainable process improvements to exceed customer expectations while driving continuous process improvement.
- Plan and monitor output and achievements of overall targets on a daily, weekly and monthly bases to meet service delivery requirements.
- Build and manage relationships with clients.
- Ensure effective communication with clients to provide action plans leading to effective client servicing; this includes complain handling, conflict management, and issues resolving.
- Implement measures for continual enhancement in services, managing cost-effective operations and ensuring adherence to quality monitoring tools.
- Develop and implement contact center solution.
Build, lead, and develop a dynamic team to ensure all members have the knowledge, skills, and abilities to achieve identified business results.
- Perform Process re-engineering as required to ensure a high standard and quality of customer service is maintained at all times.
In charge of Medical/General operations from compiling the renewal data, setting up new/renewed policies, administrating in-house information system, claims co-ordinations and any other issues that may rise.
Responsible of managing all back office work (card issuance endorsements, policy setup, reconciliation, submitting monthly reports, policy issuance, billing documentation...etc...
- Manage and coordinate overall administration back office activities of operations in branch.
- Manage and coordinate activities of medical/general operations in branch.
- Review customer satisfaction ratings, nature and extent of complaints.
- Measuring customer satisfaction through regular communications and follow up.
- Manage and allocate the workload and responsibilities among medical/general operations staff.
- Monitoring retention of key policyholders and clients' accounts, loss of accounts, renewals and documentations.
- Handle client relationship management.
- Managing daily activities.
- Plan, organize, direct, manage and evaluate back office customer service activities.
- Ensure all customer service activities support and strengthen strategic objectives of the company.
- Prepare and oversee the preparation of reports and statistics related to the customer service function.
- Provide customer service personnel with guidance in handling difficult or complex issues or problems.
- Perform/direct day to day administration tasks.
Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Also serve customers by planning and implementing customer service, call center and operations strategies; improving systems and processes and managing staff.
Contributions:
• Established a professional functioning customer service department.
• Integrated call center software solutions and KPIS.
• Developed the department’s quality and performance system.
• Introduced training programs that enhanced employee performance.
• Developed the department' SOP policies and procedures.
• Developed department and training guides for new employees.
• Wrote an employee’s manual on the Dos and Don’ts of customer service provision for new employees.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meet department financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Improve department’s quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Responsible for supervising customer service and call center agents, maintain and enhance customer services by organizing and evaluating service and delivery systems and procedures, attend to staff needs providing support and guidance.
• Maintain Call Center service level “SL%” by controlling:
► Average Auxiliary time for agents.
► Reduce average hold time.
► Reduce average duration of call per agent.
• Monitor and evaluate the progress of agent’s development at regular intervals and as requested by the customer service manager.
• Pro-actively follow up, and complete customer requests and checking requests allocated to the service team are being expedited and problems are identified/dealt with before they become major issues.
• Insure that all written and verbal complaints are being handled according to the complaint handling process.
• Manage agent’s evaluations and recommendations.
• In charge of the department’s daily reports and its distribution.
• Get highly involved in the systems development and department process designs and implementation.
• Create and maintain a working environment which motivates the team and ensures the retention of the best performers.
• Develop, motivate and manage team performance .
• Career development for the team.
Responsible for mentoring customer service and call center agents, train newly hired service agents, mentor employees on how to deliver best customer service by performing quality auditing along with conducting training and coaching sessions.
• In charge of Internal, external correspondence and regular quality checks.
• Agent’s evaluations and recommendations.
• One to one performance meetings with agents.
• In charge of daily reports in relation to agents’ performance and behaviors.
• Support other Supervisors by monitoring the customer service agent’s performance.
• Support supervisor’s guidance and direction in dealing with issues, challenges and problem arising in the agent’s day to day activities.
• Improve FCR results by conducting daily coaching and monitoring to the agent’s day to day activities.
Attend to customers’ needs by providing product and service information and resolving problems.
• Take calls and handling customers during peak hours of incoming calls.
• Insure customer satisfaction.
• Maintain a 97% of calls answered within 10 seconds.
• 90% of calls resolved within the first call.
• Call quality, 90% of the calls handled with high quality and professionalism.
• Promote professional phone manner.
• Promote excellent listening skills.
• Promote reliability and accountability.
• Manage length of calls.
Responsible for improving productivity of employees and presentation of training and development programs.
• Conducting job evaluation surveys.
• Liaising with managers and interviewing employees at all levels to identify and assess training and development needs.
• Delivering/overseeing the delivery of training to individuals or groups of employees.
• Compiling and presenting information.
• Implementing, advising about and monitoring appraisal schemes.
• Supervising and monitoring progress made via training programs.
Responsible for managing employees, ensuring compliance with company policies, resolving issues and facilitating communication between senior managers and administrative employees.
• Gathers and summarizes data; prepares informational reports to provide accurate and varied information.
• Composes correspondence on a variety of subjects.
• Tracks time-sensitive events to meet deadlines.
• Directs the procurement of services, supplies and equipment to support department functions.
• Responds to outside inquiries about services offered by the organization
Responsible for screening calls, making travel and meeting arrangements, preparing reports and financial data, training and supervising other support staff, and customer relations.
• Produce information by transcribing, formatting, inputting, editing, retrieving, copying and transmitting text.
• Conserve executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating telecommunications.
• Maintain executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
• Represent the executive by attending meetings in the executive's absence; speaking for the executive.
• Welcome guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.
• Maintain customer confidence and protects operations by keeping information confidential.
• Complete projects by assigning work to clerical staff; following up on results.
• Prepare reports by collecting and analyzing information.