Customer Care Manager

JOB PURPOSE

Lead the day-to-day delivery and continuous improvement of 24/7 Customer Care operations across two core service areas: Voice (inbound and other telephone-based services) and Non-Voice (email, chat, HealthHub, NAS Club and other digital service channels). Ensure reliable service, customer-centric outcomes, disciplined workforce management, strong team leadership, appropriate escalation handling and achievement of agreed business and people KPIs. Translate departmental strategy into measurable operational execution, controls and improvement plans.

Decision Rights & Accountability

Accountable for day-to-day customer care operations, leadership of supervisors and assistant managers, service recovery, reporting accuracy, team development and the timely delivery of improvement initiatives. Exercise sound judgment, take ownership of outcomes and maintain effective coordination with relevant stakeholders.

Role Expectations

The role requires visible operational leadership, proactive identification of issues, disciplined follow-through, measurable results and constructive engagement with staff and stakeholders. Priorities and targets may be updated by departmental leadership as business needs evolve.

RESPONSIBILITIES AND DUTIES

1. Voice & Non-Voice Operational Leadership & Service Delivery

· Ensure distinct operational oversight of Voice (call handling, availability, service levels and call quality) and Non-Voice (email, chat, HealthHub, NAS Club, turnaround times, request ownership and backlog control).

· Own daily operations across Voice and Non-Voice teams, including member, provider, broker and regional services; allocate resources, manage priorities and ensure consistent service across shifts and channels.

· Monitor queue health, demand, response times, backlogs, escalations and service disruptions throughout the day; intervene early and document recovery actions.

· Ensure clear ownership, timely resolution and appropriate escalation of complex member/provider issues, complaints and service failures.

· Maintain operational SOPs, shift handovers, contingency plans, service continuity arrangements and cross-functional coordination with IT, operations.

· Oversee launches, process changes and service transitions with training, readiness checks and post-launch stabilization.

2. Non-Voice Operations – HealthHub & Appointment Control

· Directly oversee HealthHub team productivity, attendance, task allocation, case quality and timely follow-up.

· Review appointment and request queues daily, including aged items, ownership, status and reasons for delay; take action to prevent backlogs.

· Ensure appointments and requests are actioned or escalated within the agreed one-hour monitoring threshold; exceptions must be visible, tracked and resolved.

· Validate that pending cases are actively followed up with relevant teams or providers, with clear closure notes and escalation for recurring bottlenecks.

3. Non-Voice Operations – NAS Club Service Management

· Monitor NAS Club request volumes, turnaround times, team productivity and service quality.

· Ensure requests are assigned, followed up and resolved without avoidable delay; monitor ageing and eliminate preventable backlogs.

· Coordinate with relevant stakeholders to resolve recurring issues and improve the customer journey.

4. KPI Ownership, Customer Experience & Quality

· Own performance against approved KPIs for both Voice and Non-Voice teams, including NPS, CSAT, FCR, voice service level, abandonment, AHT, quality, productivity, adherence, email/chat turnaround times, and HealthHub/NAS Club request ageing.

· Work toward current departmental benchmarks where applicable: voice service level 90/30, email response within 24 hours, abandonment at or below 5%, and AHT target of 330 seconds; confirm applicable targets by line and channel.

· Prioritize improvement of NPS against the approved target through detractor analysis, root-cause reviews, coaching and cross-functional action plans.

· Review performance dashboards daily and weekly; identify drivers, set owners and deadlines, and validate sustained improvements.

· Work closely with the QA and Training teams to ensure all agents are fully equipped with the knowledge, skills, tools and ongoing coaching needed to consistently deliver excellent customer service. Review quality findings, training gaps, customer feedback and complaint trends; agree targeted refresher training, coaching and knowledge updates, and monitor their effectiveness.

5. Workforce Management, Scheduling & Night/Weekend Control

· Partner with WFM/MIS to align forecasts, schedules, staffing, shrinkage, leave, overtime and intraday resource movement with demand across both Voice and Non-Voice teams.

· Manage and monitor overtime requirements and annual leave planning, balancing employee wellbeing, fair allocation, cost-conscious resource use and operational coverage.

· Liaise closely with the Workforce Management (WFM) team to ensure the right staffing levels, skill mix and resource coverage are available across all shifts and channels to achieve agreed KPIs, including service level, abandonment, response times and productivity. Proactively review forecasts versus actual demand, identify capacity gaps, and coordinate timely scheduling or staffing adjustments to protect service performance.

· Work with WFM/MIS and supervisors to analyse adherence patterns and shrinkage drivers, communicate findings to teams, and implement practical actions to improve productive availability and KPI delivery.

· Ensure close monitoring of agent login/logout, breaks, ACW, Not Ready states, occupancy and schedule adherence; investigate anomalies fairly using documented evidence.

· Monitor agent activity trends across scheduled and actual breaks, extended holds, ACW, talk time, Not Ready states, login/logout times and other adherence indicators; address exceptions promptly with supervisors and agents.

· Ensure night-shift performance and adherence are reviewed and validated the following day, with exceptions escalated and actioned.

· Own daily real-time dashboard oversight across Voice and Non-Voice operations, ensuring timely intervention on queue status, agent availability, workload and service-level risks.

· Remain reachable during weekends for material operational disruptions such as staffing shortages, system failures or service-level deterioration; coordinate timely response and escalation under an agreed on-call arrangement.

· Protect business continuity through documented coverage, backup ownership and incident communication.

6. Supervisory Leadership, Performance & Accountability

· Lead supervisors and assistant managers with clear responsibilities, daily performance expectations and consistent coaching.

· Conduct structured monthly one-to-one or group performance meetings with supervisors and assistant managers to review results, leadership effectiveness, team concerns, risks and corrective actions.

· Ensure regular floor engagement, observation, coaching, feedback, recognition and fair, documented performance management.

· Communicate directly with agents on specific, sensitive or critical operational matters when management intervention is required, ensuring clear expectations, timely resolution and respectful follow-up.

· Ensure hiring plans reflect operational demand, participate in candidate assessments, and track new joiners through training, nesting and readiness to independently handle customer interactions.

· Identify training, succession and capability needs; oversee recruitment coordination, selection, onboarding, induction and operational readiness of new joiners in partnership with the relevant teams.

7. Employee Engagement, UAE Nationals & Retention

· Conduct monthly meetings with UAE National employees to review performance, hear challenges, support development and strengthen engagement and inclusion.

· Implement employee engagement, recognition and communication activities in partnership with HR and departmental leadership.

· Create a supportive, inclusive and motivating work environment that promotes healthy work-life balance, employee wellbeing, team engagement and sustainable high performance.

· Proactively listen to employee feedback, recognize achievements, address wellbeing and workload concerns, and partner with HR and supervisors on practical engagement and retention initiatives.

· Monitor attrition, absenteeism, morale and retention risks; take proactive action to achieve the agreed departmental employee turnover target.

· Handle employee matters consistently, respectfully and confidentially, in alignment with HR policies.

8. Systems, Reporting & Process Governance

· Coordinate incident management and root-cause follow-up for CRM, telephony, IVR, chat, mobile/digital channels and API-related disruptions with IT and vendors.

· Ensure accurate operational reporting and data integrity; centralize ownership of Power BI, Power Automate, MS Forms and scheduled reporting with MIS while retaining business accountability for outputs.

· Identify opportunities for automation, self-service, workflow simplification and reduced repeat contacts, with appropriate controls and change management.

· Maintain audit-ready records, appropriate access controls, confidentiality and adherence to internal policies and relevant UAE requirements.

9. Stakeholder Management & Continuous Improvement

· Collaborate with MIS/WFM, QA, Training, HR, IT, operations, clients and external vendors to remove service barriers.

· Own appropriate client communications on service performance, critical incidents, escalations, operational changes and follow-up actions, ensuring timely, accurate and professional updates.

· Present clear performance reviews, root-cause findings, improvement plans and decisions required to the Head of Customer Care.

· Drive process improvements that reduce avoidable contact, improve first-contact resolution and enhance member and provider experience.

· Escalate critical incidents, customer-impacting risks and material KPI gaps promptly, with recovery plans and ownership.

Performance Measures & Review Cadence

· Daily: Voice service levels, abandonment and queue performance; Non-Voice email/chat backlogs, HealthHub appointments and NAS Club requests; staffing/adherence, escalations and recovery actions.

· Daily: Review real-time dashboards, schedule adherence, breaks, holds, ACW, talk time, login/logout exceptions, overtime coverage and emerging shrinkage trends.

· Weekly: NPS/CSAT/FCR drivers, quality and coaching actions, repeat-contact trends, backlog and resource risks.

· Monthly: supervisor and assistant manager performance meetings, UAE National engagement meetings, team wellbeing and engagement review, attrition/retention review, improvement outcomes and leadership scorecard.

· Monthly: Review overtime utilization, annual leave coverage, shrinkage trends, client communication effectiveness and adherence improvement actions.

· Targets are those formally approved for the relevant channel, client and reporting period; changes require management alignment.

• KNOWLEDGE, SKILLS AND EXPERIENCE

· Bachelor’s degree in Business Administration, Management or a related field, or equivalent relevant professional experience.

· Minimum 7 years of experience in Customer Care or Contact Center Operations (10+ years preferred), including at least 3–5 years in a supervisory or management role; experience in healthcare, insurance or third-party administration in the UAE is highly preferred.

· Proven experience managing large-scale, 24/7 voice and non-voice operations, with strong knowledge of WFM, real-time monitoring, resource planning, adherence, shrinkage, quality, customer experience metrics, telephony/CRM platforms and operational reporting.

· Proven ability to lead supervisors and assistant managers, manage performance, strengthen employee engagement and retention, and improve NPS, service levels, productivity and customer satisfaction; strong analytical, problem-solving and stakeholder communication skills.

· Ability to lead a 24/7 operation, make timely decisions under pressure and uphold confidentiality and fair treatment.

Accountable for day-to-day customer care operations, leadership of supervisors and assistant managers, service recovery, reporting accuracy, team development and the timely delivery of improvement initiatives. Exercise sound judgment, take ownership of outcomes and maintain effective coordination with relevant stakeholders.

4. COMMUNICATIONS AND WORKING RELATIONSHIPS

The job holder interacts with all Departments within NNHS and other service providers. He/ She must ensure seamless communication between all departments for the smooth operations and to achieve the organizational objective. He/ She must be able to foster strong internal & external communication standards.

5. OPERATING ENVIRONMENT

He/she works in an air-conditioned environment and spends most of the day at desk. The Jobholder’s working hours are flexible as per weekly schedule within the boundaries of the UAE labor law. The job holder is not exposed to any obvious hazards.

Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the position, but they are not to be interpreted as totally inclusive.

NAS Neuron Heath Services LLC is an equal opportunity employer.

About The Cigna Group

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.