Customer Experience Manager at Jubilee Insurance

Job Reference Number: HRJIC597 

Role Purpose

We currently have an exciting career opportunity for Customer Experience Manager, Jubilee Life Insurance Limited (JLIL). The position holder will report to the Operations Manager, Retail Life & Pensions and 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.

Main Responsibilities

Financial Controls

1. 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.
2. Communicate industry trends to team members/hold regular sessions with team members, keeping them abreast.
3. Ensures that customer support activities deliver measurable and significant value to the businesses and meet customer retention targets.
4. Drive necessary changes for the improvement of operational and organizational efficiency of the customer support team.
5. Measure the effectiveness of all customer engagement approaches and initiatives, primarily through conducting consumer surveys
6. Coordinate the activities of all the customer touch points
7. Review the complaints register, doing a root cause analysis that will inform service improvement
8. Ensure strict adherence to agreed Turn Around Times on all customer requests
9. Support product development to ensure they meet customer needs
10. Supporting, training and developing staff, and managing succession within the customer service section
11. 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
12. Provide regular reports on all customer touchpoints and complaints management
13. Ensuring Full compliance to customer related regulatory requirements including Treating Customers Fairly, Data Protection and Anti Money Laundering laws
14. Motivating and keeping staff morale high to achieve the agreed performance targets

Key Competencies

1.  Visionary Leadership
2. Entrepreneurial Spirit
3. Market Awareness
4. Customer Focus
5. Continuous Innovation
6. Ownership & Commitment
7.  Team Spirit

Functional Skills

1. Excellent communication, interpersonal, customer care and presentation skills
2.  Problem solving skills
3.  Technical competence in insurance Business strategy formulation
4.  Business planning and implementation
5.  Change management
6.  Basic knowledge of regulations by AKI and IRA

Qualifications

1. Bachelor’s degree, preferably in a business-related field
2. 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