Customer Support Manager

We are seeking an experienced and customer-focused Customer Support Manager to lead our Billing, Collections, and Policy Services team. This role is responsible for overseeing end-to-end premium collection activities, policy servicing, client support, and operational excellence for group insurance accounts.

Key Responsibilities:

Billing & Collections Management

• Lead and manage end-to-end premium billing, collection, payment posting, and reconciliation processes.
• Drive collection strategies to ensure timely recovery of accounts receivable.
• Monitor collection performance against targets and service level agreements.
• Establish controls and operational processes that support efficient collections and accurate reporting.
• Prepare and review monthly operational reports.
• Ensure compliance with company policies and procedures.

Policy Administration & Client Servicing

• Oversee end-to-end policy servicing for group insurance accounts.
• Ensure accurate and timely processing of group insurance applications and policy transactions.
• Monitor outstanding premium collections and follow up on aging accounts.
• Ensure policy-related disbursements are processed within established timelines.
• Review and verify claims-related transactions for accuracy and completeness.
• Maintain high service standards for clients, brokers, and business partners.

Customer Experience Management

• Respond to client, broker, and intermediary inquiries through phone and email channels.
• Resolve service concerns within agreed turnaround times.
• Escalate complex cases to senior management when necessary.
• Provide timely updates and resolution status to stakeholders.
• Continuously improve customer satisfaction and service delivery.

Team Leadership & Development

• Lead, coach, and develop a team of customer service professionals.
• Monitor individual and team performance against KPIs.
• Conduct performance reviews, provide feedback, and implement development plans.
• Foster a culture of accountability, collaboration, and continuous improvement.

Process Improvement & Testing Support

• Serve as a User Acceptance Testing (UAT) representative for operational initiatives and system enhancements.
• Develop and execute test cases.
• Document and validate test results.
• Ensure operational readiness prior to production deployment.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Insurance, Management, or a related field.
• At least 5 years of experience in insurance operations, customer service, billing and collections, or policy administration.
• Minimum 2 years of leadership or team management experience.
• Strong understanding of billing, collections, policy servicing, and insurance operations.
• Excellent client relationship and stakeholder management skills.
• Strong analytical, problem-solving, and process improvement capabilities.
• Experience in UAT testing and operational project implementation is an advantage.
• Excellent verbal and written communication skills.