Current Opportunities at Turaco

About the Role

• Reporting to the Global Head of Commercial and working closely with General Managers and the Marketing and Customer Experience teams, the role holder will maintain a partnership pipeline, choreograph partnership/product launches, and iterate customer journeys.

Key Roles and Responsibilities

Commercial Operations

• Continuously pulse-checking all partnerships to ensure existing customer journeys and products continue to be valuable to the partner, customer, and Turaco.
• Orchestrating partnership launches after deal closure pulling in different teams and project managing the process.
• Keeping track of ongoing partnership conversations across our markets identifying opportunities to re-engage, pivot, pause, and/or leverage networks.
• Working with the Marketing and Customer Experience team on launch activities and product marketing
• Teaming up with the partnerships team to review pitches and partner decks.

Revenue Admin

• Working closely with the Head of Commercial to determine product pricing and various levers informing pricing decisions.
• Modeling partnership revenue opportunities to determine the level of internal resource deployment.

Product Design

• Putting in mind the bespoke nature of the insurance products Turaco builds, you will take part in product ideation and brainstorming sessions, product pitches to partners, and identifying opportunities to tweak our offerings.
• Digging into the product data to mock up unit economics and commercial viability of the product.
• Iterating customer journeys for different partnerships, you will be part of (and own some) partner meetings and internal sessions aimed at drawing customer journeys.
• Simplifying and summarizing detailed insurance policy terms, conditions, exclusions, and limits into easy-to-understand products.

Desired Skills and Experiences

• Live Turaco’s values – care and protect our customers, do the right thing, low ego, and have fun
• Degree in Business, or related field.
• 5 to 7 years of professional experience in a commercially facing role or management consulting background
• Experience managing a team.
• Advanced data analysis skills useful for generating and interpreting key company metrics.
• Excellent interpersonal skills and communication skills, including oral and written
• Ability to work autonomously and take initiative, solve problems (solution-oriented),
• Willingness to work as a team member with people in and outside of Turaco’s organization from differing backgrounds, geographies, and cultures.

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About the role

• This role is the direct contact between Turaco and its customers. The Contact Center associate will speak with customers over the phone to explain insurance products, benefits, and payment methods to customers. The Contact Center associate will also upsell and cross-sell other products that are useful to the customer.

Roles and responsibilities

Telesales

• Engage at least 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service.
• Follow up and close on initial sales contacts.
• Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
• Achieve agreed-upon sales targets within the stipulated schedule.

Contact Center

• Explain technical product features and answer potential and existing customer questions about Turaco products.
• Understand and strive to meet or exceed Contact center metrics while providing excellent consistent customer service.
• Product Knowledge; Learn and understand all products and partnerships undertaken by Turaco.
• Register new customers to our database and other data entry requests as needed.
• Address customer inquiries regarding products and claims submission, amongst others in a timely manner.
• Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.

Qualifications, Skills, and Experience

• A College diploma or Bachelor’s Degree (or equivalent post-secondary qualification) from an accredited Institution
• Previous telesales experience, in a call center, or retail/service center where you have been selling a product or service to a customer directly is preferred.
• Fluency in English and Swahili is a requirement for this role. The ability to communicate with customers who speak your native language (mother tongue) is an added advantage.
• Able to constantly operate a computer and record data with proficiency.
• Exceptional customer service with exceptional verbal and written communication skills.

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About the role

• The Business Intelligence Lead (BI Lead) will play a critical role in helping our team collect, analyze, and action data to improve our operational efficiency and customer experience.
• They will sit within our “Service Center” team, supporting the operations and growth of multiple country offices. Working with the leadership across insurance operations, contact center operations, partnerships management, technology, and business development, the BI Lead will identify opportunities to use data to drive sales, enhance reporting, increase call center efficiency, streamline claims and policy operations, and detect fraud. They will then take the lead in conducting these analyses and presenting findings and recommendations.

Key Roles & Responsibilities

• BI Strategy and Prioritization: Work closely with the leadership of key functions and country offices to identify and prioritize opportunities to collect and analyze data that will support key business goals.
• Systems: Use data in various locations and analysis for ad hoc business, and performance reporting using BI tools and/or query languages.
• Collaborate with the Technology team in building the infrastructure that houses the data, attribution, and creating data models.
• Analysis: Conduct data analysis on company customer and operational data sets to extract insights and enhance data-driven decision-making.
• Reporting & Presentation: Synthesize data into visual and non-visual reports and recommendations that can be shared with leadership to guide business decisions.

Key Qualifications & Your Profile

• Live Turaco’s values – care and protect, low ego, do the right thing, and have fun!
• 3+ years of professional experience in a similar function. 5 to 7 experience years overall.
• Start-up or entrepreneurial experience is a plus!
• Exceptional data analysis skills. Experience with SQL and BI tools such as PowerBI or Google DataStudio is a plus.
• Strong communication skills, especially in the ability to present information & data clearly and compellingly.
• Ability to innovate and think creatively and strategically about how to use data to improve our operations and enhance customer experience.
• Ability to navigate ambiguity, juggle multiple tasks, think independently, demonstrate sound judgment, and problem-solve.
• Bachelor/Undergraduate degree with excellent grades.

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About the role

• Turaco is looking for an Actuarial Associate to work at our Nairobi office in our Service Center reporting directly to the Head of Insurance Operations and working closely with our Chief Operations Officer. This individual will take on the technical aspects of our journey into insurance underwriting, specifically risk analysis, reserving, pricing projections, and compliance.

Key Roles & Responsibilities

Underwriting

• Work closely with the larger insurance operations and commercial team to develop and review micro-underwriting/micro-insurance policies.
• Working with the technology team to develop the underwriting infrastructure and the data structures needed for regulator-approved reporting
• Designing the underwriting journeys for Turaco flagship insurance products and new micro-insurance products in the pipeline.

Pricing Analytics

• Own product pricing for micro-underwriting at Turaco, including building baseline pricing models and guidelines
• Drive the communication of pricing within the Insurance Operations team and externally to the organization.
• Participate in product ideation sessions with the commercial team and partners to understand the basics of each product and embed these ideas in pricing decisions.

Risk & Compliance

• Identify risk areas in underwriting and other insurance operations, and develop responses to mitigate such risks.
• Own compliance with the regulator. Assess non-compliance right from product development to product launches and scale and implement corrections.

Reporting

• Introduce regulator reporting templates to insurance operations and ensure reporting as per regulator timelines.
• Track the performance of insurance products guided by the data from our internal CRM system, generate and interpret reports to provide the management team key information for decision making.
• Using existing performance indicators for the Insurance Operations team build and track all requisite metrics that address underwriting of risks.

General

• Work closely with Marketing and Customer Experience to understand customer satisfaction data and act on customer pain points regarding Turaco products.
• Act as the technology integrator for the Insurance Operations team constantly reviewing existing features recommending updates and working with Tech to develop new features.
• Process Optimization around policy administration, claims handling, underwriting, and actuarial.
• Providing continuous learning to the insurance operations team, especially on aspects of underwriting and pricing.

Desired Skills and Experiences

• Live Turaco’s values – care and protect our customers, do the right thing, low ego, and have fun
• Advanced degree in Actuarial Science/ Insurance, or related field. Professional papers in Actuary or Risk are desired.
• 2 to 5 years of professional experience in Actuarial work in the insurance industry or elsewhere.
• An understanding of insurance policy administration, claims handling and insurance risk analysis is a plus.
• Advanced data analysis skills useful for generating and interpreting key insurance metrics.
• Excellent interpersonal skills and communication skills, including oral and written
• A high sense of empathy toward insurance-related interactions.
• Ability to work autonomously and take initiative, solve problems (solution-oriented),
• Willingness to work as a team member with people in and outside of Turaco’s organization from differing backgrounds, geographies, and cultures.