Job Vacancies at Old Mutual Kenya

Intermediary Relationship Management

• Work with LOB channels to streamline intermediary experience
• Ensure intermediary queries and concerns are addressed promptly.
• Work with LOBs to build and maintain strong relationships with brokers, agents, and business partners.

Digital Support

• Provide line one digital support through our intermediary platform and collaboratively work with business leads for line two support.
• Monitor performance and implement strategies to improve efficiency and service levels.

Operational Support & Process Improvement

• Enhance and optimize support processes to ensure timely and effective responses to intermediary needs.
• Identify areas for operational efficiency and work with LOBs to implement process improvements.
• Work closely with internal departments (Distribution, Operations, Sales, Marketing, Human Capital Compliance, etc.) to align support services with business objectives.

Compliance & Risk Management

• Ensure all intermediary support activities comply with relevant regulations and company policies.
• Assist intermediaries with compliance-related inquiries and provide guidance on required documentation and processes.

Reporting & Analysis:

• Track and analyze key performance indicators (Net Effort Score (NES), Productivity, Conversion, Customer Satisfaction Score and TATs related to intermediary support.
• Provide regular reports and insights on trends, challenges, and opportunities for improvement.

Qualifications & Skills

Required

• Bachelor’s degree in Social Sciences, Sociology, Customer Service or related fields.
• Excellent communication and interpersonal skills.
• Experience in intermediary support, customer service, or relationship management.

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Key Tasks & Responsibilities

Customer Led Process Analysis & Optimization

• Review current business processes and workflows from a customer point of view to identify customer pain points and areas for improvement.
• Develop strategies to optimize processes and enhance overall customer and intermediary experience.
• Monitor customer satisfaction from process performance.

Product Analysis & Improvement

• Identify opportunities for product enhancement and bundling to drive IFS.
• Drive implementation of our product development methodology.
• Work closely with intermediaries to Identify trends, patterns, and areas for customer led product enhancement.
• Conduct customer data analysis on product performance and customer feedback.
• Work closely with product development teams to define customer needs and support product lifecycle improvements.
• Develop strategies to drive continuous product review to ensure products address customer needs and meet expectations.

Data Management & Reporting

• Collect, analyze, and interpret customer feedback on products and processes to support decision-making.
• Create detailed reports and dashboards on new and existing products and processes to track performance.

Collaboration & Stakeholder Engagement

• Work with cross-functional teams, including line of business specialists, product development, ICT, digital and data, actuarial, operations, finance, and customer experience.
• Support implementation of new products, processes and best practices.
• Leverage on process and customer journey mapping, process improvement methodologies and design thinking to train and guide teams on process and product improvements

Qualifications & Skills

Required

• Bachelor’s degree in actuarial science, statistics, economics, business analytics, data science or related fields.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).

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The telesales officer is responsible for driving digital sales by engaging with customers via phone and other digital communication channels. This role focuses on promoting company products and services, closing sales, and nurturing customer relationships. The ideal candidate will excel at meeting sales targets and delivering outstanding customer experiences while leveraging digital tools and platforms.

KEY TASKS AND RESPONSIBILITIES

• Communicate with customers following established guidelines to address inquiries and resolve issues.
• Develop a deep understanding of the company’s products and services to make personalized recommendations.
• Actively generate, qualify, and pursue leads to achieve individual sales targets.
• Initiate and manage customer interactions through phone calls and digital platforms.
• Maintain and manage a sales pipeline, providing regular updates to team leaders.
• Effectively handle customer objections to close sales and ensure satisfaction.
• Build and sustain positive relationships with customers to drive repeat business.
• Utilize CRM and other digital tools to record interactions and manage customer data efficiently.
• Promote and upsell additional products and services during customer engagements.
• Prepare and submit sales performance and activity reports to management.
• Meet or exceed defined KPIs, including call volume and conversion rates.

SKILLS AND COMPETENCIES

• Proficiency in Windows-based applications (e.g., MS Office) and CRM systems.
• Excellent verbal and written communication skills with a customer-first attitude.
• Strong analytical skills to assess customer needs and provide tailored solutions.
• Proven ability to handle objections and negotiate effectively.
• Goal-oriented with a track record of consistently meeting or exceeding sales targets.

KNOWLEDGE & EXPERIENCE

• Success in meeting or exceeding sales targets in telesales or digital sales roles.
• Experience in the insurance, financial services, or digital sales sector is highly preferred
• Proficiency with CRM systems, digital tools, and MS Office applications.
• Strong ability to build relationships and deliver tailored solutions to customer needs.
• Excellent verbal and written communication skills with strong negotiation abilities.
• At least one year of insurance experience and progress toward certifications (e.g., ACII, COP) is preferred.

QUALIFICATIONS

• Diploma or degree in a business-related field (e.g., Marketing, Sales, Business Administration).
• Progress toward insurance certifications such as ACII (Associate of the Chartered Insurance Institute) or COP (Certificate of Proficiency in Insurance) is preferred.
• A minimum of one year of experience in sales, preferably in insurance or digital sales environments.