Deputy Manager-Customer Service & Complaints

Oman Qatar Insurance Company SAOG

Job Purpose:

We are looking for an experienced Deputy Manager Customer Service & Complaints to lead the company s complaint-handling framework in full compliance with Financial Services Authority (FSA) requirements. This role ensures all cases are managed fairly, promptly, and transparently, while also driving initiatives to improve post-service follow-up and strengthen overall client satisfaction. Working across all departments, the Deputy Manager will identify service gaps, recommend enhancements, and implement improvements to strengthen service delivery, while serving as the primary liaison with the FSA on customer-related matters.

Key Responsibilities:

• Manage the end-to-end complaints handling process, ensuring compliance with FSA timelines and regulations.
• Act as the main point of contact with the FSA for complaints-related matters, escalations, and regulatory reporting.
• Coordinate with all internal departments (Claims, Underwriting, Sales, Operations, Finance, IT, HR, etc.) to resolve service issues and improve customer satisfaction.
• Develop and implement after-service follow-up procedures to monitor and improve customer satisfaction and loyalty.
• Collect, analyze, and monitor customer feedback and complaints data to identify recurring issues, root causes, and opportunities for process improvements.
• Prepare periodic complaints reports for senior management, the Board, and the FSA, highlighting trends, risks, and corrective actions.
• Support and drive customer experience initiatives and projects aimed at enhancing service quality and reducing complaints.
• Supervise and mentor team members handling complaints and customer service requests.
• Ensure all complaints are logged, documented, and maintained in line with audit and regulatory requirements.
• Contribute to capacity building and department expansion plans by identifying resource needs and supporting recruitment of additional staff as operations grow.
• Carry out any additional responsibilities as directed by senior management.