About the Role
We are seeking an experienced and customer-focused Customer Support Manager to lead our Billing, Collections, and Policy Services team. This role is responsible for overseeing end-to-end premium collection activities, policy servicing, client support, and operational excellence for group insurance accounts.
The ideal candidate is a strong people leader with expertise in insurance operations, billing and collections management, client servicing, and process improvement. They will play a critical role in ensuring service quality, operational efficiency, and an outstanding customer experience.
Key Responsibilities:
Billing & Collections Management
- Lead and manage end-to-end premium billing, collection, payment posting, and reconciliation processes.
- Drive collection strategies to ensure timely recovery of accounts receivable.
- Monitor collection performance against targets and service level agreements.
- Establish controls and operational processes that support efficient collections and accurate reporting.
- Prepare and review monthly operational reports.
- Ensure compliance with company policies and procedures.
Policy Administration & Client Servicing
- Oversee end-to-end policy servicing for group insurance accounts.
- Ensure accurate and timely processing of group insurance applications and policy transactions.
- Monitor outstanding premium collections and follow up on aging accounts.
- Ensure policy-related disbursements are processed within established timelines.
- Review and verify claims-related transactions for accuracy and completeness.
- Maintain high service standards for clients, brokers, and business partners.
Customer Experience Management
- Respond to client, broker, and intermediary inquiries through phone and email channels.
- Resolve service concerns within agreed turnaround times.
- Escalate complex cases to senior management when necessary.
- Provide timely updates and resolution status to stakeholders.
- Continuously improve customer satisfaction and service delivery.
Team Leadership & Development
- Lead, coach, and develop a team of customer service professionals.
- Monitor individual and team performance against KPIs.
- Conduct performance reviews, provide feedback, and implement development plans.
- Foster a culture of accountability, collaboration, and continuous improvement.
Process Improvement & Testing Support
- Serve as a User Acceptance Testing (UAT) representative for operational initiatives and system enhancements.
- Develop and execute test cases.
- Document and validate test results.
- Ensure operational readiness prior to production deployment.
Qualifications:
- Bachelor's degree in Business Administration, Finance, Insurance, Management, or a related field.
- At least 5 years of experience in insurance operations, customer service, billing and collections, or policy administration.
- Minimum 2 years of leadership or team management experience.
- Strong understanding of billing, collections, policy servicing, and insurance operations.
- Excellent client relationship and stakeholder management skills.
- Strong analytical, problem-solving, and process improvement capabilities.
- Experience in UAT testing and operational project implementation is an advantage.
- Excellent verbal and written communication skills.
Take note that BDO will NEVER ask candidates for payment at any part of the recruitment process, or processing of their job application.
