Job description

JOB PURPOSE:
As the first point of contact for customer queries and complaints across Employee Benefits (EB), this role is responsible for delivering a consistently high standard of customer service and complaint resolution. The role involves investigating, responding to, and resolving customer complaints in a timely and compliant manner, while conducting root cause analysis and driving corrective action plans to prevent recurrence. With a primary focus on Oman operations, the role also provides cross-functional support across non-Oman markets complaints. It requires strong stakeholder coordination, proactive issue resolution, and a continuous focus on enhancing customer experience and service quality.
JOB DESCRIPTION:  

• Serve as the first point of contact for walk-in customers in Oman, ensuring a positive, professional, and efficient service experience
• Manage and resolve Group (Employee Benefits) complaints for Oman and the wider Gulf region, ensuring compliance with regulatory requirements and internal SLAs
• Oversee and track MedNet (MN) complaints for Oman, ensuring timely resolution and proper escalation where required.
• Investigate complaints thoroughly by reviewing documentation, engaging with complainants, and assessing all relevant information to determine validity and appropriate resolution.
• Respond to both regulatory and non-regulatory complaints within defined timelines, ensuring accuracy, fairness, and completeness.
• Analyze information gathered during investigations to identify root causes, trends, and systemic issues impacting customer experience.
• Draft clear, comprehensive responses that address all complaint points, including the ability to present complex issues in a structured and easily understood manner.
• Ensure customers are kept informed throughout the complaint lifecycle, including regular updates and final resolution outcomes.
• Record, track, and monitor complaints across all stages, ensuring proper documentation and audit readiness.
• Prepare executive-level complaint summaries and reports for Senior Management, highlighting key issues, trends, and risk areas.
• Identify and communicate emerging trends, root causes, and service gaps, recommend and implement process improvements to enhance customer experience and operational efficiency.
• Support the Complaints & Continuous Improvement Manager in strengthening complaint handling frameworks, procedures, and governance.
• Prepare and submit periodic regulatory reports in line with agreed SLAs and local regulatory requirements.
• Support complaint-related audits, including internal and external audits, by ensuring documentation, controls, and processes meet compliance standards.
• Liaise with local regulators and internal stakeholders to ensure alignment with regulatory expectations and service excellence standards.
  
  KEY DELVIERABLES:
• Communicate with external and internal customers as well as local regulators to address and resolve complaints within the required SLA.
• Work internally with all relevant stakeholders (operations, claims, legal, finance, compliance etc) to review complaints, diagnose root causes and recommend action.
• Timely resolution of EB customer queries and complaints.
• Effective oversight and closure of MN complaints in Oman.
• Seamless handling of walk-in customers with high service standards.
• Cross-market support for complaints (non-Oman and retail).
• Accurate reporting, trend analysis, and continuous improvement initiatives.
  COMMUNICATIONS & WORKING RELATIONSHIPS:
• Communicate with external and internal customers as well as local regulators to address and resolve complaints within the required SLA.
• Work internally with all relevant stakeholders (operations, claims, legal, finance, compliance etc) to review complaints, diagnose root causes and recommend action.
  FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY: 
• Reports to Business Controls Manager.
• No Financial authority.
  QUALIFICATIONS, EXPERIENCE, & SKILLS: 
• 2-5 years of relevant experience in insurance or financial organization
• Oral & Written communication skills in English, Arabic and Hindi
• Bachelor’s degree or equivalent.
• Strong knowledge of the financial services industry and the operational transactions and processes supported.
• Excellent organizational skills with the ability to multi-task effectively.
• Demonstrated knowledge of MS Office applications; and be proficient in their use.
• Exposure to a customer service role is an added advantage.
• Knowledge of the regulations governing the insurance industry in Gulf region (Oman, UAE, Kuwait, Bahrain, Qatar)
  COMPETENCIES REQUIRED:
• Strong understanding of compliance and regulatory requirements
• Strong customer service and complaint handling expertise
• Strong problem solving, analytical skill and influencing skills.
• Strong interpersonal, verbal, and written communication skills.
• Ability to meet deadlines and effective time management.
• Excellent communication and stakeholder management skills
• Highly organized and able to manage and prioritise workload to deliver targets.
• Knowledge of Employee Benefits / Health Insurance operations