Job Summary Zurich Middle East is part of Zurich Insurance Group, one of the world’s largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally.We are looking for a dynamic and passionate Customer Support Manager to work within the Client Services team in the Middle East, an excellent opportunity to gain exposure to our Corporate Pensions business. In this role, you will be managing relationships with corporate customers, administration of their employee policies and general servicing. You are also expected to get connected with large, multinational organizations and respond to the differing requirements of these entities. This will involve understanding the corporate structures, their requirements, and liaising with their employee benefit teams and EBCs were relevant. It will also involve identifying the correct Anti Money Laundering documentation and liaising with the corporate entities. At Zurich, we aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work. Our diversity and inclusion initiatives are shaping an environment where everyone feels welcome, regardless of age, gender, religion, ability, culture, sexual orientation or mental health status. Our approach ensures that Zurich is a place that values different opinions, respects personal needs, and provides equal opportunities for all. We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

Job Accountabilities As Customer Support Manager, your role will further involve:

•  Manage relationships with corporate customers, their decision makers and plan administrators
• Understand scheme specific requirements working with scheme administrators and EBC’s were relevant and contribute to the development of appropriate service delivery mechanism
• Ability to prioritise to ensure key financial tasks are completed within agreed timeframes, including for example: - Processing of inbound and outbound payments - Authorising payments ensuring all claims are paid away within defined timescales • Achieve service levels, productivity, efficiency, and quality targets
• Resolve queries for corporate customers and members focusing on right first time
• Manage and resolve complaints with a focus to achieve customer focused outcomes
• Contribute to the development and use of insights from various touchpoints with customers to improve customer experience
• Deliver stewardship reporting for schemes were relevant using Business intelligence tools such as Power Bi, Think-cell etc.
• Champion and contribute to driving continuous service improvements with a focus on automation and digitization

Job Qualifications To be successful in this role, you will need:

• Experience in the financial services industry in a similar role within a customer service environment.
• Experience in employee benefits or a good understanding of employee benefits in the region will be an added advantage
• Excellent verbal and written communication skills and a demonstrable passion for customer service
• Experience of identifying and interpreting Corporate AML requirements is preferred but not essential
• Excellent knowledge of office packages such as Word, PowerPoint and Excel
• Knowledge of Business intelligence tools such as PowerBi, Tablaeu or Think-cell will be an added advantage
• Knowledge of automation tools such as Power Automate, Power Ap