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  • Posted: Mar 16, 2020
    Deadline: Mar 20, 2020
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    Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
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    Customer Experience Manager - Life Kenya

    Introduction

    Reporting to the Head of Operations for the Life Business, the job holder is individually accountable for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer Experience possible. The Job holder will also Supervise, coach & mentor the Customer Service team.

    Minimum Requirements

    • Bachelor’s degree in Business or related field
    • Professional qualifications in Insurance e.g ACII, Institute of Customer Service
    • Minimum 4 years’ work experience in Customer Experience in a senior role
    • Proficient in MS Office suite applications
    • Self driven & proven regarding Customer experience- acute attention to Customer issues
    • Ability to work well under pressure and thrive in a fast paced environment,
    • Effectively manage competing and/or changing priorities
    • Problem-solving skills
    • Excellent Stakeholder Management -Able to relate well to people at all levels
    • Attention to detail
    • High sense of responsibility
    • Strong phone contact handling skills and active listening
    • Customer orientation
    • Excellent verbal, written communication, presentation skills, and decision making skills
    • Excellent organizational skills -Ability to multitask, prioritize and manage time effectively

    Job Specification

    • Drive Superior Customer Experience performance.
    • Propose and promote internal and external Customer Experience initiatives within the Organization.
    • Responsible for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer service possible.
    • Maintain superior levels of Customer Experience by providing real time solutions to Customer complaints
    • Implement customer initiatives that lead to developing an intimate relationship with our Customers as opposed to a transactional mien.
    • Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting customer surveys and benchmarking best practices and analyzing customer information and applications.
    • Improve customer service procedures, policies and standards for the customer service department with a view to having superior customer experience.
    • Reputational risk detection, management and reporting.
    • Ensure awareness and adherence to applicable SLAs.
    • Provide regular reports for Customer Experience monitoring and analysis.

    go to method of application »

    Mechanic & Administrative Assistant Assessment Centre General Insurance, Kenya

    Introduction

    Reporting to the Claims Manager, the job holder will maintain and handle all administration/ mechanical duties in the assessment centre as per the standards of service.

    Minimum Requirements

    • Decision Making,
    • Telephone efficiency
    • Client Focus
    • Information & time Monitoring/Management
    • Stakeholders management Commitment
    • Team Orientation
    • Initiating ActionTechnical Knowledge-Mechanical
    • At least 1 years’ experience
    • Mechanical related certificate/diploma.

    Job Specification

    • Manages daily operational (client service and or administrative) delivery within claims department assessment centre including status reports.
    • To Inspect vehicles engine, mechanical/ electrical and other damages accurately
    • Ensuring adequacy of stationery, refreshments in the assessment centre.
    • Keep a record of all the vehicles that are received and released from the assessment centre
    • Ensure all equipment are functioning correctly in the centre.
    • Develops and maintains procedural documentation e.g. service provider documentation, signed SOPs and SLAs.  
    • Test parts and systems to ensure that they are working properly where required.
    • Follow a checklist to ensure that all critical parts are examined and recorded
    • Disassemble and reassemble parts where required.
    • Carry out vehicle minor stripping to enable assessor view all the damages.
    • Explain to clients their motor problems and the repairs done on the vehicles
    • Provides input to other areas i.e. client feedback/queries.
    • Ensures scrap collected at the centre is properly disposed.

    Method of Application

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Average Salary at Old Mutual Kenya
KSh 137K from 3 employees
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