Renewal Supervisor

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).