Renewal Supervisor

JOB PURPOSE

The Renewal Supervisor is responsible for supervising and coordinating day-to-day renewal operations within a defined business segment or portfolio cluster, ensuring that Renewal Officers deliver timely, high-quality client engagement across the renewal lifecycle. The role bridges operational execution and strategic oversight, providing direct team management, quality assurance, and tactical problem‑solving to drive client retention, renewals, and satisfaction while supporting the Renewal Manager in implementing broader process improvements and retention strategies.

• Lead, coach, and develop the Renewal Officers team by setting performance expectations, monitoring KPIs, conducting regular performance discussions, and supporting goal setting, appraisals, and capability development.
• Foster a high‑performance, client‑centric, and accountability‑driven culture focused on continuous improvement and service excellence.

• Oversee the daily execution of renewal activities, ensuring adherence to renewal playbooks, SLAs, policies, and governance requirements.
• Monitor renewal pipelines, portfolio health, workload distribution, and operational performance to ensure service continuity and achievement of renewal targets.

• Act as the primary escalation point for complex, high‑value, or at‑risk renewals, engaging directly with clients and internal stakeholders to resolve issues, protect revenue, and enhance client retention.
• Support the planning and execution of retention initiatives and targeted customer engagement activities.

• Monitor, analyze, and report on team performance, renewal conversion rates, churn, customer satisfaction, and operational metrics.
• Ensure accurate CRM record management, data integrity, reporting, and root cause analysis to support informed decision‑making and continuous improvement.

• Drive continuous improvement by identifying operational inefficiencies, recommending enhancements, and supporting the implementation of process improvements.
• Ensure compliance with policies, procedures, quality standards, and regulatory requirements through regular quality reviews, coaching, and governance activities.

• Lead training and knowledge‑sharing initiatives related to renewal processes, systems, tools, policies, and customer engagement practices.
• Maintain process documentation, SOPs, communication templates, and operational guides while supporting business continuity requirements and cross‑functional backup coverage.

• Bachelor's degree in business administration, Customer Service, or a related field.
• Team leadership or customer service certifications are an advantage.
• Minimum 5–7 years of relevant experience in customer lifecycle management, operations, or client services, with at least 2–3 years in a supervisory or team lead role.
• Proven experience managing and developing teams in a service‑oriented or operations environment.
• Track record of driving team performance, managing complex client relationships, and delivering measurable business results.
• Strong analytical mindset with the ability to interpret performance metrics and drive data‑informed decision‑making.
• Excellent people management and communication skills, with demonstrated ability to coach and motivate diverse teams.
• Strong cross‑functional collaboration and stakeholder management skills.
• Comfort with dynamic, fast‑paced environments with shifting priorities and concurrent initiatives.
• High level of ownership, accountability, problem‑solving orientation, and adaptability.
• Excellent communication and interpersonal skills in English (Arabic is a plus).