Assistant Manager, Branch ( UAEN )

Responsible for supporting the operational efficiency and service excellence of the branch network. This role assists in implementing customer service strategies, managing team performance, ensuring adherence to policies, and optimizing branch operations. By focusing on customer satisfaction, digital service adoption, and process enhancements, the role contributes to the company’s goal of delivering superior health insurance services

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

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