Jobs at Equity Bank Kenya

• This role is responsible for ensuring that the services provided by the bank meet or exceed the established standards of quality. This involves evaluating, monitoring and improving the performance of various services to enhance customer satisfaction and operational efficiency. The ultimate goal is to ring-fence the Bank’s reputation by delivering high-quality services that meet or exceed customer expectations.

Key Accountabilities

• Quality Monitoring and Evaluation: Regularly assess the quality of services through audits, inspections, customer feedback analysis, and other evaluation methods.
• Identifying Areas for Improvement: Identify trends, issues, and areas where the services can be improved, and make recommendations for enhancements.
• Process Improvement: Work with cross-functional teams to develop and implement process improvement initiatives to enhance service delivery.
• Documentation and Reporting: Maintain detailed records of quality assessments, results, and improvement efforts, and presenting periodic reports to management.
• Regulatory Compliance: Ensure that the services provided comply with relevant laws, regulations, and industry standards.
• Risk Management: Identify potential risks to service quality and recommend strategies to mitigate them.
• Continuous Improvement Culture: Foster a culture of continuous improvement within the bank by promoting service quality best practices.
• Data Analysis: Utilize data analysis tools to extract insights and trends related to service quality and customer satisfaction.

Qualifications

Education, experience & competencies

• Bachelor's degree in a business-related or relevant field.
• At least 3 years of experience in customer experience or contact center in fast-paced environment.
• A track record of excellent service delivery to customers and collaboration with internal stakeholders to champion customer experience.
• An appreciation of service quality assurance principles.
• Knowledgeable about bank products, services and processes.
• Demonstrated ability track CX Metrics and KPIs.
• Ability to grasp and understand systems.
• Knowledge of MS Excel and any other service quality assurance systems.

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Main Responsibilities:

• Strategic
• Support the General Manager in the development and execution of the General Insurance distribution strategy aligned with the organization's overall business objectives. Identify market trends, customer needs, and growth opportunities to drive business expansion and revenue generation.
• Partnership Management: Establish and maintain strategic partnerships within the banks sectors and segments to leverage the customer base, and bank infrastructure. Collaborate with partners to develop joint marketing initiatives and enhance customer acquisition and retention.
• Drive revenue growth through the optimization of existing partnerships and the establishment of new ones. 
• Collaborate with cross-functional teams to Identify opportunities to expand the medical insurance portfolio by cross-selling additional products and services.
• Operational
• Channel Development: Develop and implement initiatives to support the branch bancassurance distribution network.
• Sales Performance: Monitor and analyze sales performance across the branches, identifying areas for improvement and implementing strategies to achieve sales targets. Ensure efficient lead generation, conversion, and customer onboarding processes.
• Collaborate with the sales team to identify and pursue new business opportunities within the General sector and promote inclusivity.
• Use of data analytics to drive consumption of relevant solutions.
• Work closely with product development teams to create insurance products tailored for different bank segments.
• Assist with the development and execution of marketing campaigns to promote insurance products through the bancassurance channel.
• Corporate Governance
• Compliance: Ensure compliance with regulatory requirements and industry standards in bancassurance and branch operations. Ensure the different distribution channels adhere to governance frameworks, policies, and procedures to mitigate operational and legal risks.
• Risk Management: Identify and manage risks associated with bancassurance and ensuring appropriate controls and safeguards are in place to protect customer information, prevent fraud, and maintain data privacy.
• Ensure compliance with TCF (Treating Customers Fairly) regulations while attending to customers.
• Leadership & Culture
• Team Leadership: Provide strategic direction, guidance, and support to the bancassurance team. Foster a culture of collaboration, innovation, and continuous improvement to drive high performance and employee engagement.
• Customer-Centric Approach: Advocate a customer-centric culture within the organization, emphasizing the importance of understanding customer needs, delivering personalized solutions, and enhancing customer experience across all bancassurance touchpoints.
• Establish key performance indicators (KPIs) for Bancassurance channel, regularly monitoring and analyzing performance against targets.
• Use data-driven insights to make informed decisions and drive continuous improvement.

Qualifications

• Holder of AIIK Diploma in Insurance
• Degree in Business related courses, Bachelor of Commerce, Insurance Actuarial or Bachelor of Business Management.
• 6 years’ experience in Insurance Sales Management and Data analysis
• Good written, spoken English & Kiswahili

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• This role is responsible for supporting the branch to cross sell and increase the uptake of Insurance products through collaborating with the team to identify opportunities and move them forward into placement of covers, in line with the overall strategy of Equity.

Key Responsibilities 

• To spearhead SME and Corporate business acquisition through pursuit of internal and external leads and ecosystems mining.
• Organize and attend events such as Conferences, Seminars, Receptions, and exhibitions to promote and Support Bancassurance & Bank business.
• To Mentor Business Teams who can champion Insurance Products in branches which have no bancassurance officers.
• To create good relationship with branch team leaders to ensure value added support for bancassurance business at branch level.
• To disseminate the insurance product Knowledge to non-bancassurance officers at branches and other department of the bank through training.
• To ensure the region achieves the set business mix target for Motor, Non-Motor, Medical, Agriculture, Life and Micro business.
• Participating in all regional initiatives together with other business units and sectors to push for bancassurance business and other bank business.
• Assist the branch teams to support customers in documentation and processing of their insurance claims in collaboration with HO Claims Department.
• From time to time, the position will be expected to do the following.
• Support the region in any other area as may be requested by the management.
• Support the HO Bancassurance Team in projects implementation as requested from time to time. 

 Qualifications, Experience

• Bachelor’s degree in Insurance or Business
• 7 Years experience insurance sales management.
• Diploma in insurance or a Certificate of Proficiency (COP) in Insurance
• Strong knowledge of compliance and regulatory requirements in both banking and insurance sectors.