Latest Recruitment at CIC Insurance

About the Role

The role holder will be responsible for setting up, expansion and successfully running CIC Pharmacy stores in accordance to the relevant regulations.

Key Responsibilities

Responsible for Pharmacy Expansion

• Identification of locations
• Acquisition of relevant licenses and approvals ideal for running the pharmacy and ensure timely renewals.
• Participate in recruitment and staffing
• Products sourcing/procurement

Stakeholder Management/Procurement

• Supplier engagement and Contracting-wholesalers and retailers
• Ensuring a cordial relationship exist between CIC and all relevant stakeholders-Customers, regulators, suppliers.

Medication Dispensing Guidelines:

• Offer leadership and guidance though putting in place policies on drug dispensing, accuracy and appropriateness.
• Ensure dispensing of medications is in accordance with legal and ethical guidelines.

Staff Management & Leadership

• Recruit, train, and supervise pharmacists, technicians, and support staff
• Schedule staff and ensure adequate coverage in each branch
• Conduct performance appraisals and mentorship
• Enforce professional conduct and workplace discipline

Operations Management

• Ensure smooth day-to-day operations across all branches
• Standardize procedures (dispensing, stock handling, customer service)
• Monitor workflow efficiency and resolve operational issues
• Ensure consistent service quality in all branches.

Inventory Management:

• Monitoring and managing pharmaceutical inventory to prevent shortages and excess stock.
• Ordering and restocking medications as needed.
• Conducting regular audits to ensure proper storage and handling of medications.
• Annual development of the departmental budgets and efficient utilization of resources.
• Debtors management

Health and Wellness Promotion:

• Collaboration, coordination and management of wellness initiatives through CIC wellness program and the CDM program through timely drug delivery.

Collaboration with Healthcare Professionals:

• Collaborating with service providers to optimize patient care.
• Communicating effectively with prescribers to clarify and discuss medication-related issues.
• Review and provide technical support on pharmacy prescriptions and such claims.

Customer Service:

• Ensuring a positive and welcoming environment for customers across all branches
• Addressing customer inquiries and concerns with professionalism and empathy.
• Resolving issues related to medication availability, insurance, and prescription refills.

Regulatory & Compliance Oversight

• Ensure compliance with pharmacy laws, PPB regulations, and ethical standards
• Maintain valid licenses for all branches and staff
• Ensure proper documentation and record-keeping
• Handle inspections and audits

Business Development & Growth

• Identify opportunities for expansion or service improvement
• Implement marketing and promotional strategies
• Monitor market trends and competitor activity
• Improve sales through ethical and patient-cantered practices

Reporting & Communication

• Communicate policies and updates to branch managers
• Coordinate meetings and performance reviews

Continuing Education:

• Staying informed about new drugs, treatments, and healthcare trends.
• Participating in continuing education programs to maintain and enhance professional competence.

Audit, Compliance And Risk Management

• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
• Ensure that as a staff you actively contribute to the department/division attaining a “good” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Company.
• Ensure that all risk management requirements are addressed and where necessary escalated through the available defined channel.

Generic Duties

• Participate in various meeting and committees.
• Any other duties as may be allocated

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s Degree in Pharmacy Degree from an institution recognized by the Pharmacy and Poisons Board.
• Minimum of 5 years of experience in a similar role.
• Registered with the Pharmacy and Poisons Board with a valid practising license.
• Ability to work collaboratively in a team-oriented environment.
• Relationship Management.
• Ability to run a chain of pharmacy stores.
• Strategic thinker.
• Strong management skills.

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About the Role

Reporting to the Quality Assurance & Compliance Manager, the Service Quality Analyst will ensure that the quality of customer interactions and experiences meets the company’s standards and objectives. This role focuses on monitoring, analyzing, and improving the quality of customer service and ensuring customer satisfaction. The primary goal is to optimize processes, identify issues, and maintain a high level of service delivery that enhances the overall customer experience.

Key Responsibilities

• Monitoring and Evaluation:
  • Review and assess customer service interactions (e.g., calls, emails, chat) to ensure they meet established standards for quality, compliance, and customer satisfaction.
  • Track and document performance metrics such as response time, issue resolution time, and customer satisfaction ratings.
• Data Analysis and Reporting:
  • Conduct regular Surveys for CX, and ensure all agreed CX metrics are measured on time.
  • Compile and analyze quality assurance data to generate performance reports.
  • Report on customer feedback trends, service issues, and opportunities for improvement.
  • Use customer satisfaction data (CSAT), Net Promoter Score (NPS), or other customer experience metrics to assess the effectiveness of customer service.
• Collaboration and Feedback:
  • Provide actionable feedback to customer service teams, including call agents, chat representatives, and others involved in customer-facing roles.
  • Collaborate with team leaders and managers to identify training needs or process improvements based on QA findings.
  • Conduct quality coaching sessions and training for staff to improve service delivery and performance.
• Testing and Validation:
  • Test new processes, tools, or systems designed to enhance customer experience before they are fully rolled out.
  • Ensure that customer service initiatives align with customer needs, expectations, and business goals.

Quality Assurance:

• Service Quality checks on Complaints Management across the business
• Process adherence SLA tracking.
• Review quality of Contact Centre agents across all touch points, and ensure adherence to set standards.
• Track Leads and ensure they are forwarded to the relevant teams for closure.

Controls

• Ensure that all activities and duties are carried out in full compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework and internal policies and policy standards.
• Ensure all controls reports are availed on time and when required.
• Ensure timely and other periodic risk reporting through RUniverse

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Business related degree from a recognized University
• Two (2) years or more work experience in customer experience, with at least one (1) year experience in quality assurance
• Adequate CRM Knowledge
• Ability to assess large volumes of customer data, identify trends, and translate findings into actionable insights.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Good understanding of Operational Risk Management
• Familiarity with customer service technologies (e.g., CRM systems, helpdesk software) and data analysis tools (e.g., Excel, data visualization tools)
• Proficient in Ms Office Suite

Key Skills and Behavioral Competencies:

• Strong verbal and written communication skills to convey feedback effectively to team members and leadership.
• level of attention to detail when reviewing customer interactions and performance metrics.
• Ability to identify problems and root causes within the customer experience and propose solutions.
• Customer-Centric Mindset

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About the Role

Reporting to the Group Head of Customer Experience, the role holder will embed and drive the Customer Experience strategy across the group through an effective Root Cause Analysis, Customer Retention and Effective Complaints management models for increased wallet share and customer stickiness.

Key Responsibilities

Embedding a Customer Centric Culture:

• Drive Service Excellence and ensure delivery of outstanding services in Branch Network as well as Head Office Departments by Regularly engaging frontline and back office teams on matters service.
• Share best practice, nuggets, and other relevant material with the business, as well as championing service campaigns to drive the right service behavior and enhance customer centricity.
• Ensure customer feedback tools and mechanisms are developed, implemented and actively utilized across the business e.g. CRM, Customer Feedback Tools etc.
• Proactive action planning to analyze the data and address gaps picked.
• Conduct Trainings for all staff and liaise with Learning and Development to deliver suitable quality training on customer experience.

Complaints Management and Service Improvement:

• Review and identify process and system gaps through root cause analysis and recommend solutions for improvement. Involve the teams in ensuring remedial action is taken to improve customer experience.
• Provide reports to stakeholders on nature of complaints/queries and any trends observed for inclusion in overall change initiatives relating to service.

Team Management, Risk & Compliance:

• Develop a high performing team through continuous performance development and coaching.
• Discuss and finalize performance management plans and ratings for direct reports, and manage team effectively with regards to administrative matters.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, internal policies and policy standards.

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s Degree in a relevant field
• Five (5) years of relevant experience in customer experience, with at least two (2) of experience as team leader in an insurance company

Key Skills and Behavioral Competencies:

• Understanding of CRM systems and process improvement initiatives
• Stakeholder influence and engagement across all levels
• Good analytical, Communication and presentation skills
• Computer Literate and proficient in MS Office Suite
• Strong Leadership Skills
• Strong collaboration and facilitation skills within cross functional teams

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About the Role

Are you a visionary marketing and communications leader passionate about building impactful brands across diverse markets? We are a dynamic, multi-country insurance and financial services group with a strong presence in Kenya, Uganda, South Sudan and Malawi and we are looking for an experienced Head of Marketing & Communication to join our management team in the Business Excellence directorate.

As Head of Marketing & Communication reporting to Group Director Business Excellence, you will be responsible for designing and executing a unified marketing and communication strategy that supports strategy execution and business growth, strengthens brand equity, and enhances customer engagement across all our markets. This is a strategic leadership role that requires a balance of high-level planning and hands-on execution.

Key Responsibilities

• Champion the development and execution of an integrated marketing and communication strategy aligned to the overall Group strategy, business goals and market dynamics
• Oversee the planning, execution, and analysis of marketing communication campaigns across various channels, including digital, social media, print, and events.
• Ensure consistent messaging and visual identity across all touch points platforms and countries
• Collaborate with internal stakeholders to develop and deliver engaging content for various channels, including websites, blogs, social media, newsletters, and press releases.
• Oversee the management and optimization of the company’s digital presence, including website, search engine optimization (SEO), and paid advertising.
• Lead the Marketing and Communications function, fostering relationships with internal and external stakeholders including media, influencers, and partners to promote the company’s brand and achievements.
• Support country-level marketing communication teams, fostering collaboration and excellence
• Utilize data and analytics to measure the performance of marketing and communication initiatives, optimizing strategies to drive continuous improvement.
• Manage the marketing and communications budget, ensuring cost-effective allocation of resources to achieve desired results.
• Promote a culture of innovation, collaboration, and continuous improvement within the Marketing and Communications function.

GENERIC DUTIES

• Carry out performance appraisal, coaching and mentoring to staff
• Resource allocation, staffing and leave approval
• Participate in planning and budgeting for the department
• Participate in various meeting and committees and acting as spokesperson on behalf of the company

Who We’re Looking For

Qualifications

• Degree in Marketing, Business, Digital Media, or a related field.
• Master’s in related field will be added advantage
• Post graduate diploma in Marketing.
• Have knowledge and relevant work experience of not less than ten (10) years, with at least five (5) years served in leadership position.