We currently have an exciting career opportunity forCustomer Experience Manager, Jubilee Life Insurance Limited (JLIL). The position holder will report to theOperations Manager, Retail Life & Pensionsand will be based at Head Office in Nairobi.
Role Purpose
Oversee the Jubilee Life customer service function and ensure the Company delivers the highest level of customer service possible. Also, ensuring the implementation of the Jubilee Life customer service value proposition.
Key Competencies
Visionary Leadership
Entrepreneurial Spirit
Market Awareness
Customer Focus
Continuous Innovation
Ownership & Commitment
Team Spirit
Functional Skills
Excellent communication, interpersonal, customer care and presentation skills
Problem solving skills
Technical competence in insurance Business strategy formulation
Business planning and implementation
Change management
Basic knowledge of regulations by AKI and IRA
QualificationsBachelor’s degree, preferably in a business-related field
ACII or AIIK
Relevant Experience
Minimum of 6 years’ relevant experience in a similar position of which 3 of those years are at a supervisory level
Responsibilities
Financial Controls
Take the lead role in strategy formulation for the customer service department and determine the key strategic direction and objectives of the customer support department.
Communicate industry trends to team members/hold regular sessions with team members, keeping them abreast.
Ensures that customer support activities deliver measurable and significant value to the businesses and meet customer retention targets.
Drive necessary changes for the improvement of operational and organizational efficiency of the customer support team.
Measure the effectiveness of all customer engagement approaches and initiatives, primarily through conducting consumer surveys
Coordinate the activities of all the customer touch points
Review the complaints register, doing a root cause analysis that will inform service improvement
Ensure strict adherence to agreed Turn Around Times on all customer requests
Support product development to ensure they meet customer needs
Supporting, training and developing staff, and managing succession within the customer service section
Ensuring supportive relationship is maintained between the Retail Life & Pension Division and the other units of the business to achieve synergies and quality delivery of service
Provide regular reports on all customer touchpoints and complaints management
Ensuring Full compliance to customer related regulatory requirements including Treating Customers Fairly, Data Protection and Anti Money Laundering laws
Motivating and keeping staff morale high to achieve the agreed performance targets
Job Requirements
Required education
Required relevant work experience
Required languages:
