Manager, Customer Service & Premium Processing

Application Deadline: 19 May, 2021Download Application
Job Description

Job Summary:

This position will provide leadership, guidance, training and development to an effective team of persons working in the various areas under direct responsibility, while ensuring strict adherence to company policies and guidelines and delivering high-quality service to external and internal customers. 

Key Responsibilities:

  • Maintain customer satisfaction by providing problem solving solutions to internal and external customers
  • Execute strategic plans to improve customer service, operational efficiency and company’s revenue
  • At least on an annual basis review and update customer service standards for all Operational Units ensuring there are monitoring tools in place to ensure adherence (in collaboration with Operations Management Team)
  • Responsible for all internal and external customer complaints within the Life Operations Unit
    • Ensure resolutions are given to customers within the customer service standards
    • Review and assess monthly customer service comments and ensure all clients receive responses and resolutions
  • Track internal and external customer complaints, document resolutions, review complaints to determine whether any changes are required within the operational environment, and recommend those changes to management
  • Monitor, develop and implement policies and procedures to ensure proper controls are in place for the delivery of superior customer service
  • Review summary of all payments received throughout the company daily
  • Implement and review reports to capture exceptional transactions and variations and investigate all inconsistencies
  • Ensure payment issues are corrected and necessary system changes are implemented as needed while adhering to the required standards and procedures
  • Recruit, train, coach, and evaluate all employees under areas of responsibility
  • Develop and review job descriptions for all direct reports
  • Conduct performance reviews in accordance with company policies and guidelines
  • Proactively provide support to leader as needed
  • Assist with the preparation of annual expenses budget and monitoring of budget performance
  • Provide management reports and presentations as required to Senior and Executive Management


  • Minimum 5 years’ supervisory level experience – management experience required
  • Experience in a life insurance client service/operations department preferred

Knowledge & Education

  • Bachelor’s Degree required
  • Strong knowledge of the Company’s insurance products and services
  • Knowledge of basic accounting and proper cash handling procedures
  • Strong knowledge of Microsoft Office suite of products
  • Strong knowledge of operational policies and procedures in order to minimize operational risks
  • Excellent customer service skills, problem resolution skills and the ability to interact positively with diverse staff and clientele in a fast-paced environment
  • Ability to demonstrate empathy and awareness of the feelings, thoughts and experience of a customer
  • Excellent interpersonal and communication skills
  • Must have strong organizational and time management skills
  • Self-motivated and ability to work under pressure and under strict deadlines
  • Ability to address and resolve minor disagreements and conflicts and demonstrate a commitment to solve problems and own to resolution
  • Ability to coach and inspire team members to achieve service excellence
  • Must bring an observable high level of energy and enthusiasm to the job, special project or situation


Please submit a resume along with certificates to by May 19, 2021.

FamGuard thanks all applicants; however, only those short-listed will be contacted.


Manager, Customer Service & Premium Processing

Employment Type:

Full Time