General Manager - Customer Service (m/f)

A Multinational company in the insurance sector is looking for a General Manager - Customer Service in Oporto. The successful candidate will be responsible for the performance of Claims and Customer Service on the Appliance & Technology line of business based in Porto.

Our client is seeking an extraordinary professional with the following responsibilities:

• Operational management of the team who currently manage the overall customer experience and fulfilment of claims once a claim has been validated within the claims processing unit.
• Support and hold the team leaders accountable to delivery of the highest service as per SLA.
• Review claims leakage and identify areas of improvement with the required implementation plan.
• Identify issues and trends in the portfolio and take appropriate and/or corrective action.
• Review/Produce a claims dashboard which is readily used and understood by all stakeholders.
• Provide input to underwriters on review of potential or existing insured’s claims experience.
• Review terms and conditions to promote consistency amongst all advisers.
• Ensure workflows are in place and followed as per standard operating process requirements.

The ideal candidate has the following profile:

Extensive Insurance and claims experience; leadership and management experience; experience working with complex planning tools; ability to analyse large amounts of data; ability to assess and execute priorities and have an approach to meeting objectives.

Good interpersonal skills and attention to detail.

Ability to work using your own initiative. Strong team player, able to assess situations and implement a plan of action, work under pressure and to tight deadlines.

PC and Microsoft Office literate. Strong proven knowledge of processes and systems from across operations.

If this sounds like you, apply now!