Operations Officer- Consumer Lines Operations (Life & Personal Accident)

Organization:One of the Leading PJSC Insurance Companies in the Region.Job Role:Operations Officer- Consumer Lines Operations (Life & Personal Accident)Job Purpose:The job holder is responsible to receive and process customer requests via email and ticketing system, enquiries and complaints relating to COMPANY’S products and services.The job holder is responsible for the administration and processing of Life Insurance (Group Life, Credit Life), Personal Accident (PA) transactions, including new business, renewals, endorsements, policy servicing, customer inquiries, and partner requests. The role ensures timely and accurate issuance of policies, certificates, schedules, and related documentation while maintaining compliance with company policies, regulatory requirements, operational procedures, and agreed service level standards. The position also supports internal and external stakeholders to ensure efficient portfolio management and high levels of customer satisfactionKey Responsibilities and Accountabilities:Policies, Processes & Procedures: Adheres to requirements of operational procedures and instructions to team, so that work is carried out in a controlled manner.Day- to-day operations:Performs the day-to-day operations of Customer Services team under the supervision of the Supervisor – Consumer Lines, to ensure that work processes are implemented as designed and comply with established standards and procedures.Process Credit Life/ Group Life/ PA policy issuance requests received from banks and business partnersAssist with portfolio administration, policy maintenance, amendments, and related servicing requirementsEnsure adherence to agreed turnaround times with business partnersCustomer Services Operations:Receives, evaluates submissions on new and renewal business within authorityEnsures consistent, accurate and high-quality customer service for all types of transactions for the following services: - New business - Renewal - Endorsements - Customer complaintDelivers the service according to predefined SLAsMonitors inflow and outflow of business requests and ensure they are handled according to COMPANY's quality standards.Key-in information and complete the new business transactions.Adjusts information and complete the endorsement transactions. Provide prompt and professional service to customers, brokers, banks, business partners, and internal stakeholdersRespond to inquiries and service requests within defined timelines Coordinate with underwriting, claims, finance, IT, and business teams for issue resolutionResponse Rates:Responds to customer requirements in the appropriate timescales, in order to meet customer expectationsCustomer Complaints:Receives customer complaints and resolve them timely to the satisfaction of the customer or provide a reasonable and acceptable explanation based on company policy. Escalate matters to the Supervisor if necessary.Reports:Provides Management with appropriate reports regarding the unit and compliance with operational policy and procedures.Prepares a monthly report to track and follow up the number of customer tickets which are pending to ensure closure of customer tickets issued monthly.QUALIFICATIONSMinimum Bachelor’s degreeYEARS & NATURE OF EXPERIENCE1 to 2 years of experience in Life Insurance/ OperationsLANGUAGE REQUIREMENTSFull Professional Proficiency in English language