Customer Support Manager – Billing, Collections & Policy Services

About the role

We are looking for an experienced, customer‑focused Customer Support Manager to lead our Billing, Collections, and Policy Services team. The role oversees end‑to‑end premium collection, policy servicing, client support, and operational excellence for group insurance accounts. You will ensure high service quality, operational efficiency, and a superior customer experience.

Key responsibilities

• Lead and manage premium billing, collection, payment posting, and reconciliation processes.
• Develop collection strategies, monitor performance against targets, and ensure accurate reporting.
• Oversee policy servicing, application processing, and timely disbursements for group insurance accounts.
• Respond to client, broker, and intermediary inquiries, resolve concerns, and improve satisfaction.
• Coach, develop, and evaluate a team of customer service professionals against KPIs.
• Act as a UAT representative for operational initiatives, develop test cases, and validate system enhancements.

Required profile

• 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 & 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.

Required skills