Technical Support Manager Customer Services

Permanent employee, Full-time · Isle of Man

About the role

Reporting to the Head of Customer Services, this role will manage the Technical Support team in supporting the Customer Services team in handling complex queries, managing procedural requirements, developing work related metrics, facilitate training and own bulk & standard policyholder communications (mailings, forms, and website content).

The role holder will participate in identifying and introducing process improvements, working with the Change team to implement system enhancements and assist the Business Analysts to finalise requirements for Change programs impacting the Customer Services team. They will also coordinate Customer Services requirements for UAT or Regression Testing prior to major system releases.

Responsibilities

Build up and maintain a register of queries received to help identify trends and training needs within Customer Services.
Manage the Technical Support team.
Prioritise and maintain a register of identified service improvements.
Identify how data can be used to measure and improve the performance of the Customer Services team.
Help produce the Customer Services team monthly management report.
Introduce and maintain effective change control for procedures, administrative forms, website content management, Workflow and Change Request/IT Service desk requests.
Maintain a central repository on SharePoint for all Customer Services procedures.
Support the integration of new books of business by helping to define process and system requirements, gaining technical knowledge on product T&Cs, working with Customer Services to raise and prioritise Change Requests and assist with the liaison with external parties (brokers and policyholders) identifying opportunities for self-service.
Develop an output strategy involving greater use of electronic communications (MyMI/email).
Maintain the Monument International website content.
Oversee and ensure effective delivery for the management of all policyholder and agent mailings.
Regularly review WorkFlow processes to streamline and produce MI on the timing and completion of tasks.
Champion our Customer Experience program.
Work with Customer Services and IT in formulating effective UAT plans.

Role Requirements

Extensive experience working in a life assurance company;
Technical product knowledge of unit linked and offshore personal bond investment vehicles;
Have team management experience;
An understanding of product lifecycles and the administrative functions to support them;
An eye for detail when producing administrative forms or updating technical documentation;
Sound knowledge of MS Office (Word, Excel and Power Point) and good working knowledge of applications such as Jira, Confluence and SharePoint;
Enthusiastic, energetic and entrepreneurial, with the willingness to challenge and be challenged;
Ability to design and execute comprehensive training plans;
Good communicator with both internal and external stakeholders and colleagues;
Eager to learn and share knowledge, flexible and open-minded with a high level of integrity;
Team player;
Service minded and solution oriented.

Location

Isle of Man

Closing Date

Friday, 26th April 2024

Equal Opportunities Statement

Monument Re Group are an equal opportunities employer

Email:

careers@monumentregroup.com

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About us

https://www.monumentregroup.com/about-monument-re/

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Welcome to Monument Re Group, we look forward to reviewing your application.

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