Job closed
Job description / Role
• Manage, guide and motivate team members to deliver team objectives, ensure they work safely and comply with all Client policies, procedures and regulations.
• Provide technical expertise to Section Head on all incidents and damage reports from engineers to sustain and improve the process of claims.
• Support and liaise with other Roads and Operation Management Department Sections for successful delivery of Customer Service Team outcomes
• Organize and supervise the TPC Team, to ensure work activity is carried out efficiently, effectively and accurately
• Inspect the incident location as and when necessary.
• Communicate performance expectations to the team and monitor progress.
• Deal with complex, difficult, non-standard or sensitive complaints/requests appropriately, quickly and accurately
• Ensure the use of agreed administrative systems, processes and procedures to carry out work
• Identify and implement areas of improvement for claim process (internal and/or external) and the business as appropriate.
• Train and mentor the team in the use of relevant systems to carry out their work to agreed standards
• Ensure all work under their responsibility is completed within the agreed KPI/SLA
• Provide technical expertise and guidance and act as first point of escalation on complex or difficult issues
• Actively participate in the implementation of customer service improvements and initiatives as directed by the Head of Emergency & Customer Services (E&CS), ensuring all staff follow agreed processes and procedures
• Work as required with other Sections and Departments to ensure all necessary activities are undertaken to ensure datelines are met and Client interests are protected
• Ensure correct methodologies and data recording processes are carried out by team members and all information is logged in the correct corporate systems.
• Provide team performance reports to the Section Head to ensure that staff performance can be tracked, and appropriate action is taken when required
• Participate in meetings with internal/ external stakeholders.
• Undertake activities as assigned by the Section Head including attending or deputizing at meetings
• Ensure adherence to Quality, Health, Safety, Environment Policy, and Procedures within the workplace and comply with any new work instructions.
• Perform other duties/ tasks as required
• Act as an ambassador for Client and deal with other stakeholders in a professional and courteous manner at all times
• Assist other colleagues where required and according to business needs
Requirements
• Degree in relevant subject or above
• Physically fit to enter and work in confined spaces and the ability to undertake competency assessment to level required (essential)
• Experience in handling insurance claims and accidents reports is desirable.
• Current/valid Qatar Driving License would be an advantage
• Minimum 10 years’ experience working in a similar position, supervising a team to deliver required performance standards
• Knowledge and experience in claims and damages process preferred.
• Knowledge and experience of Health and Safety, Quality Assurance and Control procedures preferred
• Experience in Microsoft Office Packages preferred
• Ability to communicate verbally and in writing in English is essential
• Ability to communicate verbally and in writing in Arabic is preferred
About the Company
CDM Smith provides lasting and integrated solutions in water, environment, transportation, energy and facilities to public and private clients worldwide. As a full-service consulting, engineering, construction, and operations firm, we deliver exceptional client service, quality results and enduring value across the entire project life cycle.