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  • Posted: Dec 17, 2024
    Deadline: Dec 24, 2024
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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.
    Read more about this company

     

    Partnership and Ecosystem Manager

    KEY TASKS AND RESPONSIBILITIES

    • Identify, negotiate, and establish strategic partnerships that align with Old Mutual's growth objectives and product offerings.
    • Collaborate with internal teams to ensure seamless integration of insurance products and services into partner ecosystems.
    • Work with partners to co-develop tailored insurance and financial services solutions that meet the unique needs of specific customer segments, such as SMEs, SACCOs, and chamas.
    • Lead efforts to enter new markets or expand in existing ones by leveraging strategic partnerships.
    • Build and maintain strong relationships with key partners, industry stakeholders, and internal departments to foster collaboration and shared success.
    • Oversee the lifecycle of partnership projects from initiation through implementation, ensuring timelines, deliverables, and KPIs are met.
    • Drive revenue generation through partnerships by enhancing product adoption and customer acquisition.
    • Stay informed about industry trends, emerging ecosystems, and innovative partnership models to inform strategy and decision-making.
    • Develop and monitor KPIs for partnership success and regularly report progress and learnings to senior leadership.
    • Work closely with tech platforms, financial institutions, and ecosystem enablers to identify synergies and opportunities for embedding solutions.

    Identify, explore, and launch new business models within various ecosystems to drive innovation and growth.

    Success in this role will be demonstrated by the establishment of high-impact partnerships that drive significant revenue growth and market expansion for Old Mutual East Africa. The successful candidate will have effectively integrated Old Mutual's products and services into partner ecosystems, resulting in increased customer acquisition and satisfaction. Additionally, the role will be marked by strong stakeholder relationships, seamless project execution, and the ability to leverage data-driven insights to continuously improve partnership strategies and outcomes.

    SKILLS AND COMPETENCIES

    • Strategic Thinking: Ability to develop and implement long-term partnership strategies that align with business objectives.
    • Customer First: Putting the customer at the heart of business decisions and driving to improve value for customers.
    • Relationship Building: Exceptional interpersonal skills to establish trust and credibility with diverse stakeholders.
    • Negotiation and Influence: Strong ability to negotiate terms and influence outcomes that benefit all parties involved.
    • Project Management: Proficiency in managing multiple partnership projects simultaneously, ensuring timely delivery and alignment with goals.
    • Analytical Skills: Capability to analyze market trends, partnership performance, and customer insights to inform decisions.
    • Communication: Excellent written and verbal communication skills to articulate value propositions and present proposals.
    • Problem-Solving: Proactive in identifying challenges and creating innovative solutions in partnership development.
    • Leading with Influence: Influencing and rallying people behind common goals and inspiring others to exceed expectations.
    • Execution: Displaying consistent energy, drive, and perseverance to deliver results.
    • Innovation (Perspective): Generating creative solutions, challenging the status quo, and introducing novel ideas.

    KNOWLEDGE & EXPERIENCE

    • Industry Knowledge: Deep understanding of the financial services industry, including trends in embedded insurance, digitization, and ecosystem integration.
    • Stakeholder Management: Demonstrated ability to manage relationships with internal and external stakeholders, including senior executives.
    • Partnership Ecosystems: Proven experience working with SACCOs, fintechs, startups, or similar organizations to develop joint solutions.
    • Business Development: Track record of driving revenue growth through strategic partnerships and ecosystem collaborations.
    • Tech-Driven Solutions: Experience in integrating digital solutions into partner platforms to enhance customer experience and product adoption.

    QUALIFICATIONS

    • Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
    • At least 5+ years of experience in partnerships, business development, or ecosystem management.
    • Familiarity with digital transformation in the financial services sector and integration of tech-driven solutions.

    go to method of application »

    Head of Partnerships

    JOB SUMMARY

    The Head of Partnerships - The role holder will be responsible for identifying, developing, and managing strategic relationships and distribution channels to drive business growth, increase market penetration, and enhance the company’s competitive positioning. This role involves identifying, negotiating and managing high impact partnerships and relationships with third-party organizations, Affinity groups, corporate partners, Telcos, brokers, and digital platforms to expand access to life insurance products while aligning with the company’s strategic objectives.

    KEY TASKS AND RESPONSIBILITIES

    Strategic Partnership Development

    • Identify and evaluate potential partners, including banks, financial institutions, affinity groups, technology platforms, and brokers etc to expand life insurance distribution channels.
    • Develop partnership strategies that align with the company’s growth objectives and customer acquisition goals.
    • Lead negotiations to establish high-value, mutually beneficial partnerships.

    Business Growth and Revenue Generation

    • Drive revenue growth through new and existing partnerships by creating tailored solutions and offerings.
    • Develop joint business plans with partners, including marketing, sales, and operational initiatives to achieve agreed targets.
    • Oversee the launch and scaling of partnership initiatives & ensuring seamless execution.

    Collaboration and Internal Alignment

    • Work closely with internal teams such as product development, underwriting, actuarial, marketing, IT and operations to design partner-specific insurance solutions.
    • Ensure partnerships comply with regulatory requirements and internal standards.
    • Act as a liaison between external partners and internal stakeholders to maintain alignment and resolve challenges.

    Relationship Management

    • Build and nurture long-term relationships with key partners, ensuring ongoing collaboration and loyalty.
    • Serve as the main point of contact for partners, addressing their needs and ensuring satisfaction.

    Market Analysis and Innovation

    • Monitor market trends, competitive activities, and regulatory changes to identify new opportunities for partnership-driven growth.
    • Explore innovative partnership models, such as Insurtech collaborations and digital integrations, to drive sales, and customer engagement.

    Performance Monitoring and Reporting

    • Establish KPIs to measure the success of partnerships and track performance against goals.
    • Regularly report on partnership performance and provide actionable insights to senior management.
    • Identify areas for improvement and recommend adjustments to strategies as needed.

     SKILLS, KNOWLEDGE & COMPETENCIES

    • Deep understanding of life insurance products & distribution models.
    • Strong negotiation, relationship-building, and communication skills.
    • Strategic thinker with a results-driven approach.
    • Ability to work collaboratively across teams and manage multiple projects simultaneously.

     QUALIFICATIONS & EXPERIENCE

    • Bachelor’s degree in Insurance, Finance, Business, or a related field.
    • Diploma in Insurance / LOMA/CII.
    • 7+ years of experience in a similar role with a proven track record in sales and relationship management.
    • Proven track record of driving revenue growth through strategic partnerships
    • Experience in insurance digital sales and partnerships is an added advantage.

     KEY ATTRIBUTES

    • Entrepreneurial mindset with the ability to identify and seize opportunities.
    • Strong analytical skills to assess partnership potential and performance.
    • High emotional intelligence and ability to navigate complex relationships.
    • Experience in insurance digital sales and partnerships is highly desirable.

    go to method of application »

    Team Leader Service Quality

    KEY PERFORMANCE INDICATORS

    • Complete daily/weekly/monthly assessment as per allocated service quality evaluations, meeting deadlines at average 95% of the time.
    • Prepare team SWOTS on performance each month to highlight performance gaps and opportunities to assist team managers in coaching process.
    • Attend and drive individual team reviews every month highlighting gaps in quality performance for improvement.
    • Participate in process and procedure service quality audits by product and process owners.
    • Carry out independent and fair assessment of customer interactions according to the quality guidelines attaining <10% re-evaluation score.
    • Prepare monthly performance reports on VoC, Quality Assurance and KPI achievement.
    • Fill in a weekly progress report on pass/fail rate of evaluated products and services including key highlights on issues affecting service delivery.
    • Reduce recurring customer complaints.
    • Number of Customer Experience non-compliance (to procedures) issues as per Audit & Compliance Reports
    • Customer satisfaction as measured by Account Utilization, Customer retention and account dormancy rate.
    • Reduction in SLA breaches

    KEY RESPONSIBILITIES

    • Operationalize a service quality assurance framework to guide on baseline standards to be adhered to across all touchpoints & channels.
    • Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.
    • Analyze/audit service incident data, emails, voice recordings, service requests, processes and customer surveys feedback to identify areas of service delivery that did not meet pre-established performance standards within the bank.
    • Provide structured and timely recommendations; verbal and/or written feedback to Management, Team Leaders, Analysts and Customer Experience Executives.
    • Perform mock interactions with new contact centre & customer service hires post-training to determine readiness for moving into frontline live environment.
    • Develop and conduct targeted group coaching sessions for frontline and back-office staff, that address Service Quality deficiencies and/or improvement opportunities.
    • Use customer service expertise to assess existing practices and procedures for process improvement opportunities within the bank.
    • Use reporting tools to gather data and analyse trends or patterns affecting quality.
    • Collaborate with stakeholders to identify and streamline processes and implement process standards that enhance service delivery.
    • Maintain the customer experience key performance indicators dashboard and track results and action points.
    • Implement strategy to effectively manage all customer complaints and escalations ensuring centralized complaints recording via CRM and ICT support systems, tracking, monitoring and best in class complaints handling and learning.
    • Monitor internal and external customer satisfaction and feedback through surveys and other feedback devices.
    • Liase with stakeholders to prepare and circulate CX reports as well as review bank reports relating to CX like risk trackers, audit reports and institute corrective measures as need be.
    • Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
    • Any other duties as shall be assigned from time to time

    STAFF SUPERVISION RESPONSIBILITIES

    None

    • Undergraduate degree from a recognized university

    Professional Qualifications

    • Certification or training in service quality and customer services is an added advantage

    Knowledge and Skills

    • Excellent knowledge of customer service operations, policies, processes and procedures.
    • Excellent written and verbal communication skills coupled with good listening and reasoning skills.
    • Excellent Coaching skills
    • Creative thinking, to be able to come up with new ideas to improve customer service standards.
    • Must have good data modelling, analytical & report writing skills.
    • Knowledge of Insurance and Banking basic operations.
    • Knowledge of banking laws and regulations
    • Meet strict deadlines

    EXPERIENCE

    • 3 years total work experience in customer experience within a financial institution
    • 2 years in the Banking sector
    • Experience in a Contact Centre Environment

    COMPETENCIES REQUIRED

    • Demonstrated leadership abilities.
    • Good interpersonal and communication skills
    • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
    • A commitment to improve your own customer service skills is an ongoing basis.
    • Knowledge of Data Collection and Analytics Tools

    go to method of application »

    Reinsurance Officer

    Job Description

    Assist in the implementation of the company’s reinsurance program, based on the overall company’s objectives, philosophy, underwriting and claims strategy and assist in management of the expectations of all reinsurance stakeholders through qualitative and timely provision of services to stakeholders.

    Reviews risk submissions from clients, agents, and referrals, and underwrites insurance requests within guidelines of the underwriting manual and authority limits. Applies underwriting and risk-selection techniques to determine acceptability of new and renewal insurance risks.

    Responsibilities

    Underwriting Insurance Cases

    • Review new business and renewal proposals to ensure acceptability and completeness of underwriting and rating information, providing price quotations for underwriters and referring unusual or complex cases to senior colleagues.

    Underwriting Automation

    • Carry out allocated research and analysis to support the development, validation, and improvement of automated underwriting processes and systems.

    Organizational Risk Management

    • Gather, monitor, and analyze risk data and recommend further investigation. Involves using established risk management models, systems, and protocols and working under direction.

    Regulatory and Compliance Management

    • Carry out a wide range of compliance monitoring activities and give basic advice on compliance and regulatory requirements.

    External Communications

    • Use the external communications system to access and supply specific information.

    Recommendations

    • Provide information and clarification on existing procedures, processes, and precedents.

    Document Preparation

    • Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports.

    Operational Compliance

    • Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

    Personal Capability Building

    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

    Skills

    • Action Planning, Computer Literacy, Data Compilation, Data Controls, Default Risk, Insurance Product Management, Insurance Sales, Large Group Presentations, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications, Risk Based Pricing, Risk Management, Underwriting Management

    Competencies

    • Action Oriented
    • Collaborates
    • Communicates Effectively
    • Ensures Accountability
    • Instills Trust
    • Manages Complexity
    • Optimizes Work Processes
    • Plans and Aligns

    Education

    • Bachelor Commerce: Insurance

    Method of Application

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