Overview
Team Leader – Customer Experience Jobs in Abu Dhabi, UAE at AEGI Holding
About Us:
Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer-centric platform within the insurance sector. The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines.
As we approach our official launch, we are entering a critical growth phase and are actively building a high-caliber team. We are seeking professionals who are motivated to be part of a next-generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry.
This is a unique opportunity to contribute to building a business from the ground up and to play a meaningful role in shaping its long-term success.
Job Purpose:
The Team Leader – Customer Experience is responsible for the day-to-day operational management of Alfit Insurance's Customer Experience team, ensuring the consistent delivery of a seamless, compliant and customer-centric service experience to members, brokers and corporate clients across all lines of business. The role supervises a team of Senior Officers and Officers, owns the team's performance against service-level and quality targets, and acts as the first escalation point for complex enquiries and complaints. The position plays a key role in translating the Customer Experience strategy into daily operations, driving team capability, and championing customer-first behaviors across the function.
Job Responsibilities:
1. Team Supervision & Operational Management
• Plan, organise and supervise the day-to-day activities of the Customer Experience team, ensuring optimal coverage across all servicing channels (call, email, chat, portal) and adherence to defined SLAs and quality standards.
• Manage workforce scheduling, shift planning, leave coordination and real-time queue monitoring to balance demand and capacity.
• Act as the first escalation point for complex customer, broker and HR enquiries, taking ownership of resolution end-to-end where appropriate.
• Conduct regular one-to-ones, coaching sessions and performance reviews with team members, identifying development needs and supporting career growth.
• Contribute to the recruitment, onboarding and training of new joiners, and foster a strong team culture aligned with Alfit's values.
2. Customer Orientation – Voice of Customer & Complaint Contribution
• Drive the operational execution of Alfit's Voice of Customer (VoC) programme, including the deployment, monitoring and reporting of customer satisfaction surveys (NPS, CSAT, FCR and transactional surveys) across all touchpoints.
• Consolidate VoC insights and translate them into actionable improvement initiatives in coordination with the Head of Customer Care and relevant departments.
• Oversee the team's contribution to the investigation, resolution and root-cause analysis of Customer Experience-related complaints, in coordination with the Operational Risk, Control & Quality function which owns the Complaints Management framework.
• Champion customer-first behaviours across the team and advocate for the customer perspective in cross-functional discussions.
3. Compliance Orientation
• Ensure the team's interactions and disclosures meet CBUAE requirements, applicable health-regulator rules (DHA, DOH, MOHAP) and Alfit's internal policies.
• Maintain accurate, audit-ready records of customer interactions, case documentation and team activities in the relevant systems.
• Ensure team-wide adherence to approved scripts, SOPs and regulatory guidance, and escalate any deviation or systemic issue to the Head of Customer Care.
• Support internal and external audits by providing documentation, addressing queries and executing corrective actions.
4. Performance & Quality
• Define, monitor and report on team service-delivery metrics, including AHT, TAT, FCR, QA, CSAT and abandon rate, taking corrective action where targets are at risk.
• Lead quality calibration sessions, conduct call/case quality reviews and provide structured QA feedback to team members to drive continuous service improvement.
• Ensure the team makes effective use of the core insurance management system, TPA platform, telephony, CRM and knowledge-management tools.
• Oversee the maintenance and continuous enrichment of FAQs, knowledge-base articles and canned responses.
• Maintain clear communication with internal stakeholders (peer Operations sub-units, Underwriting, Finance, IT, Compliance) and external parties (TPAs, brokers, providers, customers).
• Provide regular performance reports and operational insights to the department Head to inform decision-making.
5. Continuous Improvement
• Contribute to the development of Business Requirements and lead the coordination of User Acceptance Testing (UAT) for new system features, fixes and enhancements affecting the customer journey.
• Support the design, testing and rollout of self-service solutions (mobile apps, customer portals, conversational AI, satisfaction surveys) and provide structured business feedback.
• Identify operational pain points, process inefficiencies and capability gaps, and propose improvements to the Head of Customer Care.
• Contribute to the design and refinement of customer journeys and servicing workflows in collaboration with Operations, Underwriting, IT and Marketing.
6. Overarching Accountabilities
• Adhere to Alfit's standards, policies and regulatory requirements at all times.
• Embody Alfit Insurance's core values and act as a role model for the team.
• Support the department Head in the execution of departmental objectives and deputise as required.
• Undertake additional administrative and operational tasks as required to ensure business continuity.
Title: Team Leader – Customer Experience
Company: AEGI Holding
Location: Abu Dhabi, UAE
