About Company
Sagicor Group Jamaica Limited is a leading financial services conglomerate with a rich history of over 180 years. We operate across life insurance, health insurance, pensions, banking, and investments, serving individuals and corporate clients across Jamaica and the wider Caribbean. Our commitment to innovation, customer satisfaction, and community development is at the heart of everything we do. At Sagicor, we believe in fostering a dynamic and inclusive work environment where talented professionals can thrive, contribute to our success, and make a tangible difference in the lives of our clients. Join a team dedicated to excellence and making a positive impact.
Job Description
Sagicor Group Jamaica Limited is seeking an accomplished and visionary Director of Product Support to lead our comprehensive product support operations. This critical leadership role involves overseeing the strategic direction, operational efficiency, and continuous improvement of our support services across all Sagicor product lines, including banking, insurance, and investment platforms. The Director will be instrumental in shaping our customer experience strategy, ensuring high-quality, timely, and effective resolution of product-related inquiries and issues. You will be responsible for building, mentoring, and leading a high-performing team of support professionals, implementing best practices in customer service, and leveraging technology to enhance support capabilities. This position requires a proactive leader with a deep understanding of financial products, excellent problem-solving skills, and a passion for delivering exceptional customer satisfaction. You will collaborate closely with product development, sales, marketing, and IT teams to ensure a seamless customer journey and contribute directly to Sagicor’s reputation for service excellence and innovation. The ideal candidate will possess a strategic mindset, exceptional communication skills, and a proven track record of driving operational improvements and fostering a customer-centric culture within a complex organizational structure, all while upholding Sagicor’s commitment to our clients.
Key Responsibilities
- Define and execute the strategic vision for product support, aligning with overall business objectives and customer experience goals.
- Lead, mentor, and develop a high-performing team of product support specialists and managers, fostering a culture of continuous learning and excellence.
- Establish, monitor, and report on key performance indicators (KPIs) for product support, driving continuous improvement in efficiency, quality, and customer satisfaction.
- Oversee the development and implementation of robust support processes, tools, and documentation to optimize service delivery and enhance customer self-service options.
- Collaborate with product development and IT teams to identify product enhancements, troubleshoot complex issues, and ensure new products are launched with comprehensive support plans.
- Manage customer feedback channels, analyze trends, and advocate for customer needs within the organization to inform product and service improvements.
- Ensure compliance with all relevant industry regulations and internal policies within the support function, maintaining high standards of data security and privacy.
- Develop and manage the product support budget, optimizing resource allocation and identifying opportunities for cost efficiency without compromising service quality.
- Act as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions that uphold Sagicor's brand reputation.
- Implement and leverage customer relationship management (CRM) systems and other support technologies to streamline operations and enhance the customer support journey.
Required Skills
- Minimum of 10 years of progressive experience in customer service, technical support, or product support roles, with at least 5 years in a senior leadership/management position.
- Demonstrated experience managing large teams and complex support operations, preferably within the financial services or technology sector.
- Strong understanding of customer service best practices, methodologies, and technologies (e.g., CRM, ticketing systems, knowledge base management).
- Exceptional leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all organizational levels.
- Proven ability to analyze data, identify trends, and make data-driven decisions to improve service delivery and customer satisfaction.
- Strategic thinking with a focus on long-term goals and continuous improvement of support operations.
- Proficiency in project management and process optimization.
- Bachelor's degree in Business Administration, Information Technology, or a related field.
Preferred Qualifications
- Master's degree in Business Administration or a related field.
- Certifications in IT Service Management (ITIL) or Customer Service Excellence.
- Experience with digital transformation initiatives in a support context.
- Familiarity with financial products and services offered in the Caribbean market.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and life insurance plans.
- Generous pension scheme.
- Professional development and continuous learning opportunities.
- Access to employee wellness programs.
- Vibrant, collaborative, and inclusive work environment.
- Employee discounts on Sagicor products and services.
- Opportunities for career growth within a leading regional financial institution.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your resume and cover letter clearly outline your qualifications and experience relevant to this role. We thank all applicants for their interest; however, only shortlisted candidates will be contacted.