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Call Centre Team Leader

Posted: 09 October, 2019

Job Descriptoin

Zurich is one of the largest providers of protection and savings products across retail and corporate customer segments in the region.

Zurich Workplace Savings (ZWS) has been chosen by the Dubai International Financial Centre (DIFC) to be the administrator for their newly launched Employee Workplace savings (DEWS) plan. This is a transformational opportunity for both Zurich and the DIFC. For the DIFC, DEWS essentially moves away from the traditional way End of Service Benefits are managed and paid in the UAE. For Zurich this represents a unique opportunity to be part of that transformation.

Zurich has partnered with SMART Pensions who are world class providers in their spaces of technology in making this offering successful.

The role

Reporting to the Service Delivery Manager, you will be responsible for providing exceptional service through the HelpPoint Team to our customers in the DIFC.

You will be integral in making our service proposition best in class and be part of this transformational journey with ZWS.

As the HelpPoint Team Leader, your main responsibilities will involve:
Agree standard KPIs and ensure delivery against them by the team
Proactively manage key internal and external stakeholder relationships ensuring timely and accurate delivery of promises
Take a proactive approach to client issue resolution; escalating where necessary and seeing through to resolution by engaging and coordinating with relevant internal and external stakeholders as required.
Support in the implementation and onboarding of New Employers into the DEWS plan working with the Customer Relationship Managers
Drive utilization of self-service capabilities available on the SMART platform by taking actions proactively with the team, action that are necessary to improve engagement and utilization such as face to face trainings
Resource planning and work flow management to support service delivery, productivity and utilization
Proactive communication to both internal and external stakeholders to manage service delivery expectations
Collaborate with internal and external stakeholders who form part of end to end processes to manage end deliverables to clients
Ensure that all regulatory standards, internal control requirements and quality controls are adhered to by the team
Provide support in driving growth initiatives as required by the business
Obtain insights and contribute new ideas to support the improvement of the overall customer experience.
Drive root cause analysis to implement preventive solutions aimed at improving quality
Drive a high performance culture focusing on both technical and behavioral aspects
Develop key technical and soft skills in the team to support exceptional service delivery
Identify and develop talent with in the team to support succession planning and creation of a talent pool for the business
Model behaviours that demonstrate commitment to Zurich values – Customer First, Collaboration and Make it Happen
Seek progression to roles of increased responsibility and use knowledge to develop and drive best practice
Take accountability for participating in the performance management cycle.
Act as a role model to achieve a positive team culture and working environment

To be successful in this role, you'll need:
3 or more years of experience with in a contact centre managing service delivery
Any Insurance industry qualification will be an added advantage
Basic understanding of the Insurance Industry and employee benefits
Previous experience working within an international and diverse cultural organization would be beneficial
Ability to deliver excellent customer service individually and through a team.
Proven ability to build and maintain strong working relationships with customers and external and internal stakeholders.
Ability to deliver effective trainings and presentations
Analytical and problem solving mindset.
Effective personal organization and planning skills.
Ability to work in a dynamic and high pressure environment
Knowledge of technologies that are being used in the service space such as Chatbots, RPA, webchats, mobile service solutions etc with in the financial services industry
Intermediate knowledge of Microsoft office packages– Word, Excel and PowerPoint.
Excellent English language communication skills both written and verbal
Leadership skills

This position will be based in DIFC.

You can apply by clicking on the button “Apply online”.

Further information:
At Zurich, we aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work. Zurich is a workplace that values different opinions, respects personal needs, and provides equal opportunities for all, regardless of age, sex, race, religion or belief, disability, marriage/civil partnership, gender reassignment, pregnancy/maternity status and sexual orientation. Our approach ensures that Zurich is a place that values different opinions, respects personal needs, and provides equal opportunities for all. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

Be challenged. Be inspired. Love what you do.

Make a difference. Work for us.
Zurich Insurance Group - 20 days ago

How to Apply?