Manager - Administration & Client Services
Wehbe Insurance Services LLC - Insurance Broker Co.
Total years of experience :24 years, 2 Months
• Work closely with the Managing Director & General Insurance Dept to ensure that efficient Administration procedures and Exemplary Customer Service is provided to all WIS clients, toffectively Manage PCG/HNW, Personal /Corporate Lines Portfolio.
• Analyse and Develop Insurance products by close monitoring and supervision to enhance productivity and profitability. Work with Insurance companies to Obtain Competitive Rates and Product Underwriting and Efficient SLAs.
• Become the technical expert in both Group and Individual business to provide a technical overview to the Business Development Managers and provide them with support and guidance where appropriate. Responsible for Complaint Management Process resolution and handle escalated issues/complaints
• Identify opportunities for Product Cross-sell/Up sell and Customer Retention feedback
• Propose and Improvize and Implement new Process Flows to improve & enhance service standards or to reduce cost of service without negatively impacting upon SLA’s and the reputation of WIS.
Teams Management and Supervision. Ensuring efficient processing Group Medical, Group Life, Group Travel, Individual Medical, Individual Travel New and Renewal policies. Effective management and delegation of tasks to ensure high standard delivery of clients endorsement requests. Improvise and conduct product systems and process training to staff . Innovate and implement improved processes and systems.
• Effectively Managed HIBL Customer Service Centre Operations, Sales, and Administration. Achieved as well as Exceeded set Sales and SLA targets.
• Liaised and Worked closely with Multinational and Local Insurance companies and Bank Departments in developing Insurance products in order to enhance business and market competitiveness.
• Effective Business Development by Recommendation and Implementation of Strategies in Ensuring Maximum Renewals Retention, Quotations Follow-Up, Leads Conversion, Above-Average calls Service Level
• Developed the Call Center/Sales team to achieve Sales and Productivity targets. Proposed and implemented official Training Program to improve TSR Selling skills, Product and System knowledge. Screening and Recruitment of new Agents. Staff Training, Evaluation and Performance Management
• Monitoring Exemplary Customer Service of Telesales representatives . Ensuring Corporate and HNW clients are attended to at the Highest standard.
• Monitoring Quality Insurance documentation and procedure and ensure accuracy and compliance.
• Monitoring of Referred Leads from various channels (CRMS), ensuring timely action.
• Preparation and Analysis of Sales and Productivity MI Reports for HSBC Middle East
• Conflict Resolution at a Senior Level with Clients, Insurance Companies. Handling Escalated issues referred by various HSBC Branches/Departments
• Project Management (as Implementation of Call Centre IVR Divertion for HIBL to Insurance companies)
• Call Quality Monitoring, Evaluation and Feedback of Agents
• Follow up and control the KPIs (Key Performance Indicators)
• Management of Call queues and Agent skills
• Supervised Lead Research, Marketing and Client acquisition efforts
• Expert knowledge of Banking and Finance products and services;
• Complaints Resolution specialist.
• Nominated Employee of the Month August, November 2002, January 2003
• Ideas-In-Action Award for months of August, September, October, November, December 2002, January, February, March, April, July, August and September 2003
• Effective Customer relations management. Managing and hosting functions. Promoting good relationship with clients.
• Set-up and launch of new outlets throughout the UAE
• Model Employee Award April 1999
•Successful set-up, launched and managed of various showrooms throughout the Philippines (Showrooms include Kipling, Bench, HerBench and PCX).
•Conducted Staff training and evaluations.
•Achieved and exceeded sales targets through effective staff motivation and prioduct merchandising
•Achieve sales targets through effective sales operations and management of staff and product stock. Assurance of customer satisfaction and loyalty to the brand. Promoting ideas for business development.
•Set-up, launch and management of new showrooms in the Philippines.
