Assistant Manager, Customer Experience at Jubilee Insurance

Job Ref. No. JHIL056

Role Purpose

The job holder will ensure excellence in Customer Experience for the business. Oversee and innovate to continuously improve on Customer experience initiatives in the business. Improve customer satisfaction levels/matrices and sustain brand loyalty and customer retention. Ensure the success of all customer service initiatives and processes to attain a world class customer experience and standards.

Main Responsibilities

• Provide Leadership and Management to the customer experience operations teams (contact center, service center, etc.).
• Ensure full adherence to the business requirement such as workforce management, adherence to schedule etc.
• Oversee adherence to the customer experience standards and procedures manuals for all customer touchpoints.
• Create and maintain an annual CX training calendar and conduct regular training for customer experience functions.
• Champion the development and consolidation of key customer experience reports such as complaints register, Customer Service training logs etc.
• Ensure customer complaints and issues are promptly and effectively resolved within the agreed TATs
• Conduct service and complaint analysis to identify areas of continuous improvement.
• Ensure 100% compliance of customer experience platforms, systems and processes e.g., CRM
• Track and monitor service quality and TATs of the all-customer services processes across all touchpoints
• Coordinate and facilitate customer experience feedback activities such as surveys: - surveys, customer focus group activities

Key Competencies

• Customer service management experience
• Market Awareness
• Continuous Innovation
• Ownership & Commitment
• Team Spirit

Qualifications

• University Degree from an institution recognized by the Commission for Higher Education (business, marketing, commerce, insurance, economics)
• Customer Experience training and certifications are an added advantage
• Proficient in the use of Microsoft office suite and packages
• CRM and Power BI experience

Relevant Experience

• 5 years of work experience in an insurance customer service environment
• 2 years team leadership experience
• Knowledge in regulations governing the insurance industry