Assistant Branch Manager

About the role

The Assistant Branch Manager will support the branch leader in delivering high‑quality insurance services to customers in Abu Dhabi. This role focuses on streamlining enrolment, renewal and query processes while driving digital adoption across the branch network.

Key responsibilities

• Manage customer enrolment, renewal and query resolution in coordination with the team.
• Oversee walk‑in interactions, ensuring reduced wait times and excellent service.
• Implement and monitor digital adoption initiatives within the branch.
• Address customer complaints, escalating unresolved issues with proper justification.
• Ensure compliance with health‑insurance regulations and internal policies.
• Conduct periodic service‑quality evaluations and report findings to management.
• Supervise daily branch operations, adhering to performance metrics and efficiency goals.
• Support the Customer Happiness Centre in timely feedback and complaint resolution.
• Prepare and analyse customer‑service reports, recommending improvements.
• Maintain accurate physical and digital documentation and ensure SLA compliance.

Required profile

• 5‑7 years of relevant experience, including 2‑3 years in a managerial role.
• Background in sales support, customer service or insurance operations.
• Bachelor’s degree in Business Administration, Management or related field; Master’s degree is a plus.
• Professional certifications in customer service, operations management or health insurance are advantageous.
• UAE driving licence preferred.

Required skills

• Queue management
• Health‑insurance regulations
• Customer‑service operations management
• Digital adoption initiatives
• Service‑quality evaluation
• Performance‑metrics monitoring