Assistant Branch Manager ( UAEN)

The National Insurance Company – Daman; Abu Dhabi; On-site; AED 279,000 - 446,000; Full time

Job summary

The National Insurance Company – Daman in Abu Dhabi seeks an experienced Branch Operations Manager to lead customer service, enrollment, renewal, and query resolution in coordination with the team.

You will oversee walk-in interactions, drive digital adoption, manage complaints, and ensure compliance with health insurance rules while reporting on service quality and performance.

Qualifications

• 5-7 years of experience in Sales, with at least 2-3 years in a managerial role.
• Bachelor’s and Master’s degrees in business administration.
• Certifications in customer service, operations management or health insurance are a plus.

Responsibilities

• Manage customer enrolment, renewal, and query resolution 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 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 all branch documentation is maintained and secured.
• Monitor adherence to internal SLAs and regulatory timelines.
• Provide inputs for branch strategy and operational improvements based on feedback and data.
• Ensure smooth day-to-day operations, including queue management and service turnaround.

Skills

Customer service

Team coordination

Quality monitoring

Process improvement

Stakeholder management

Education

Bachelor’s degree in business administration

Master’s degree in business administration

Professional certifications in customer service or health insurance

Job description

• 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 escalates 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 escalates 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