Senior Operations Team Leader - Placement And Endorsement
Bayzat, United Arab Emirates

Bayzat is the work life platform that benefits everyone. We are redefining the way work works for the better, making automated HR, payroll, employee benefits and insurance a possibility for all businesses.

We are one of the fastest growing startups in the MENA region with 200+ team members from 30+ different countries.

WHAT WILL YOU BE DOING?

Managing both policy placement team, as well as the endorsements team within the Operations space at Bayzat;

Both policy placement and endorsements teams have multi-faceted functions (“squads”) that focus on different variables, like coordinating with clients, as well as with insurance company partners.

This includes managing the day to day tasks / activities of both these teams (total headcount of 10+ reps, situated both in Dubai, as well as in India).

Executing on projects and initiatives that increase levels of output within both teams, and evaluating the effectiveness of these initiatives regularly.

Getting involved in routine day to day activities if need be, and supporting team members in execution of daily tasks. This might include working on placements and endorsements throughout their life cycles.

Ensuring that internal databases (for process information) are up to date, and accessible for all parties involved.

Monitoring performance of both teams on a daily basis within Bayzat.

Using in-house platforms (CRM / other tracking tools) to ensure that the reps within the teams are hitting pre-determined KPI’s

Internally, this person must be able to;

Monitor daily activity by team member, and measure response times by step / stage of process.

Highlight outliers to normal performance, and push reps within the team to manage these cases.

Identify reasons behind deviations to performance, and act on minimizing these deviations

Reviewing weekly / monthly performance of reps individually, and proposing tailored action plans to improve performance by rep.

Reporting performance to stakeholders (sales teams / account management teams) on a monthly basis.

Managing relationships with external stakeholders (Insurance providers / third party administrators / etc.). Responsibilities include;

Building and maintaining relationships with insurer contacts on a functional level. This includes;

Having recurring discussions with relationship managers and reps at insurance companies.

Aligning on performance expectations by insurance partner, and holding insurers to specific SLA’s / levels of performance.

Being an escalation point for routine cases;

Taking ownership in escalating delays / issues with insurance partners, and seeing the resolution of cases to completion.

Liaising between the client and the insurer, to come up with ad-hoc solutions.

Working with insurers on non-routine initiatives;

This includes all initiatives / projects around integration of systems, process improvements, and activities that push the needle forward in terms of collaboration and increased efficiency.

Working closely with other teams to enhance processes;

Regularly coordinating with the tech / product teams to enhance existing processes within placement and endorsements teams.

Having time-bound objectives for each initiative, and seeing each project to completion.

Constantly improving on internal processes when it comes to recording information in our CRM; coordinating with the CRM engineers to improve visibility and reporting.

Team specific items;

Running weekly meetings with both the teams, with clear action items for the week laid out for the team to execute.

Running and documenting 1 on 1 discussions with reps on the team, focused around feedback for improvement, as well as around understanding where the member might need more support.

Identifying champions in each functional area, and empowering individuals to grow by either giving them more responsibilities (for eg; involvement in high impact projects), or by supporting them in areas where they need support.

Housekeeping items - Monitor team members' working hours, accountability expectations (accountable for activity, quality of work, response times, etc.). Reminders on internal deliverables (surveys, mandatory items, etc sent from HR)

WHAT ARE WE LOOKING FOR?

Minimum of 3 years experience in a team management capacity.

Existing knowledge of medical insurance processes is preferred.

Experience in handling complex escalations and problems.

Well versed with reporting, and making sense of large sets of data.

Excellent written and oral communication skills

Strong organization skills and a high level of attention to detail.

Ability to multi-task and manage different types of activities

Ability to work in a rapidly evolving work environment (ability to adapt to changes quickly).

Job Rewards and Benefits