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  • Posted: Mar 2, 2021
    Deadline: Mar 10, 2021
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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

    Job Description

    This role is individually accountable for managing the Customer Experience teamto maximize productivity. The role reports to Head of Life Business Operation.

    • Drive Superior Customer Experience performance to ensure that the company is known to be Customer centrique by ensuring that everything starts and ends with the Customer. Lag indicators of this are such as growth in retained customer numbers, persistency, Customer Satisfaction Index, NPS & TCF Index
    • 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. Supervise, coach & mentor the Customer Service team. Maintain superior levels of Customer by providing real time solutions to Customer compliments, feedback, ensuring staff are proactive & alive to Customer issues through coaching, mentoring & performance management. 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.

    Responsibilities

    • Responsible for overseeing the Life Business customer service department and ensuring the company delivers the highest level of customer service possible. Supervise, coach & mentor the Customer Service team. Maintain superior levels of Customer by providing real time solutions to Customer compliments, feedback, ensuring staff are proactive & alive to Customer issues through coaching, mentoring & performance management. 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.

    Skills And Experience

    5 Years relevant work experience

    Education

    Bachelor of Administration (BAdmin): Insurance And Risk Management

    go to method of application »

    Performance Analyst

    Your time is now to be your exceptional best at Old Mutual!

    Job Description

    KEY TASKS AND RESPONSIBILITIES

    • Performance generation per portfolio
    • Interrogation of portfolio, asset class performance
    • Aggregation of performance statistics at a business level
    • Generation of asset management metrics for business reporting
    • Performance data supplied for Request for Proposals submissions
    • The nature of the role is specialised knowledge work
    • Communication focuses on transferring of relatively complex information.
    • Any other duties related to the role.
    • Will work closely with Portfolio Managers and GMD

    Skills And Competencies

    • Integrity
    • Ownership
    • High Attention to Detail
    • Inquisitive
    • Highly Numerical literate
    • MS Excel Knowledge
    • Ability to interrogate output
    • Ability to work to deadlines
    • Decision Making,
    • Gaining Commitment,
    • Initiating Action,
    • Planning & Organizing,
    • Technical Knowledge,
    • Thinking Skills
    • Strong verbal communication

    Qualifications, Knowledge & Experience

    • Degree
    • Professional papers related to asset management or similar field will be an added advantage
    • Appropriate use of interpersonal styles and communication techniques to gain commitment from others.
    • Ability to apply analytical, integrative, lateral and systematic thinking skills.
    • At least 4 years’ experience in a similar role
    • Technical Knowledge – investment analysis and portfolio management

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Old Mutual Kenya Back To Home
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Average Salary at Old Mutual Kenya
KSh 137K from 3 employees
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