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  • Posted: Apr 9, 2022
    Deadline: Apr 22, 2022
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    Apollo Group (Apollo Investments Limited)was an idea born from the need to harness synergies across the insurance business. Built on commitment, integrity and innovation, it has risen to be one of the leading financial groups in East Africa. Apollo Investments Limited (AIL) includes APA Insurance (Kenya and Uganda). It underwrites General Insurance risks ...
    Read more about this company

     

    Group Head of Customer Experience

    KEY PRIMARY RESPONSIBILITIES

    • Developing and executing the annual departmental plan and budget within approved limits;
    • Developing a customer service charter and implementing agreed customer service standards in accordance with the approved charter;
    • Reviewing identify gaps and recommending changes to internal SLAs and assisting in putting in place corrective action to adhere to customer service standards;
    • Conducting continuous customer service gap analysis (internal and external) and engaging stakeholders to develop and implement best solutions to fill the gaps;
    • Responsible for the effective running of the contact centre in liaison with the relevant business units;
    • Overseeing the various group customer communication platforms;
    • Driving development of service culture in the organization through trainings, sensitization of best practices, in-house communication, reward and recognition of service champions and other service initiatives;
    • Developing, implementing and managing the customer feedback policy and ensuring resolution of complaints within the agreed standards;
    • Collecting and analyzing customer feedback for decision making;
    • Training, coaching and mentoring staff in order to improve performance and cohesion within the department;
    • Entrenching performance-based appraisal of departmental staff in line with their set KPIs and departmental targets.
    • Actively and consistently demonstrate applicable APA Culture initiatives and commitment

    ACADEMIC QUALIFICATIONS

    • Bachelor’s degree in Business/Social Science, Finance, Marketing or a related field

    JOB SKILLS AND REQUIREMENTS

    • A confident communicator with excellent interpersonal skills and highly customer service-focused.
    • Excellent attention to detail.
    • Ability to work individually and collaboratively
    • Resolving customer complaints quickly and efficiently.
    • Management of external relationships
    • Team management and development.
    • A proactive and customer-first attitude.
    • Analytical skills.
    • Interpersonal skills.

    PROFESSIONAL QUALIFICATIONS

    • Relevant professional Qualification

    EXPERIENCE

    • At least 10 years’ relevant experience with at least 4 years at a supervisory level

    Method of Application

    Send your application to recruitment@apollo.co.ke

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