Customer Services Unit – Manager

About the role

We are seeking a dynamic Customer Services Unit Manager to lead our claim‑handling team and ensure exceptional service for our members. The role combines team leadership, operational oversight, and stakeholder communication within a fast‑paced health environment.

Key responsibilities

• Manage, mentor and develop a team of customer service representatives and specialists, fostering a high‑performance culture.
• Prepare and present monthly performance reports covering team metrics, customer feedback and operational data to senior management.
• Oversee the review and processing of medical claim documents, ensuring accurate collection, verification and communication with customers and hospital partners.
• Coordinate with the medical board to facilitate informed decision‑making on claims and convey outcomes to relevant parties.
• Handle escalated customer inquiries, especially claim denials, delivering empathetic and effective resolutions.
• Set, monitor and evaluate KPIs and KPOs for the unit to drive service excellence.
• Support the General Manager in representing service operations at internal and external forums.

Required profile

• Bachelor’s degree in a medical‑related field such as healthcare management or business administration.
• Minimum three years of experience in a middle‑management role, preferably within customer service or claims handling.
• Strong attention to detail, organizational ability and capacity to work under pressure.
• Excellent communication, negotiation and interpersonal skills.
• Proven problem‑solving capabilities and resilience in customer‑facing situations.

Required skills