About the Role: ALFIT Insurance is seeking a strategic and hands-on Head of Customer Care to define, build, and lead our customer servicing operations. Reporting directly to the COO, you will ensure a seamless, compliant, and customer-centric experience across all insurance lines: Health, Life, Marine, Aviation, and General Insurance. You will play a pivotal role in shaping the company’s reputation, operational efficiency, and customer engagement strategies. Key Responsibilities: Customer Experience & Operations: Define end-to-end customer service model and processes, ensuring compliance with UAE regulations. Oversee onboarding, multi-channel enquiries (call, email, chat, portal), complaint management, satisfaction surveys (NPS, FCR, CSAT), and member journey management. Champion the Voice of Customer (VoC) within the organization. Systems & Technology: Lead selection and enhancement of Telephony and CRM systems. Oversee digital touchpoints, including mobile apps, portals, web apps, chatbots, and knowledge centers. Team Leadership & Operational Readiness: Recruit, onboard, train, and mentor the Customer Care team. Develop training materials, SOPs, and quality assurance programs. Foster a customer-first culture and drive continuous innovation. Performance Management: Define and track service delivery metrics (AHT, TAT, AR, NPS, FCR, QA, Complaint Resolution Rate). Provide management reports and insights to drive operational excellence. Strategic & Cross-functional Support: Support product and sales functions as required. Deputize the COO when needed. Ensure departmental adherence to company policies and budget. Qualifications & Experience: Bachelor’s degree in Business Administration, Finance, Engineering, Computer Science, or related field. MBA is a plus. 5–7 years of leadership experience in customer care within the UAE insurance sector. Solid understanding of UAE insurance regulations (DHA, HAAD, CBUAE). Required Skills & Competencies: Strong leadership and team management skills. Excellent communication in English; Arabic is a plus. Customer-centric mindset with operational excellence. Analytical, problem-solving, and business planning capabilities. Experience with Telephony/CRM systems; conversational AI exposure is a plus. Agile, hands-on, and results-oriented.

Qualifications & Experience: Bachelor’s degree in Business Administration, Finance, Engineering, Computer Science, or related field. MBA is a plus. 5–7 years of leadership experience in customer care within the UAE insurance sector. Solid understanding of UAE insurance regulations (DHA, HAAD, CBUAE). Required Skills & Competencies: Strong leadership and team management skills. Excellent communication in English; Arabic is a plus. Customer-centric mindset with operational excellence. Analytical, problem-solving, and business planning capabilities. Experience with Telephony/CRM systems; conversational AI exposure is a plus. Agile, hands-on, and results-oriented.