Careers at Equity Bank Kenya

Job Purpose: 

This role is responsible for supporting the branch to cross sell and increase the uptake of Insurance products through collaborating with the team to identify opportunities and move them forward into placement of covers, in line with the overall strategy of Equity.

Key Accountabilities

• To spearhead SME and Corporate business acquisition through pursuit of internal and external leads and ecosystems mining. 
• Organize and attend events such as Conferences, Seminars, Receptions, and exhibitions to promote and Support Bancassurance & Bank business.
• To Mentor Business Teams who can champion Insurance Products in branches which have no bancassurance officers.
• To create good relationship with branch team leaders to ensure value added support for bancassurance business at branch level.
• To disseminate the insurance product Knowledge to non-bancassurance officers at branches and other department of the bank through training.
• To ensure the region achieves the set business mix target for Motor, Non-Motor, Medical, Agriculture, Life and Micro business.
• Participating in all regional initiatives together with other business units and sectors to push for bancassurance business and other bank business.
• Assist the branch teams to support customers in documentation and processing of their insurance claims in collaboration with HO Claims Department.

From time to time, the position will be expected to do the following.

• Support the region in any other area as may be requested by the management.
• Support the HO Bancassurance Team in projects implementation as requested from time to time.

Qualifications

Qualifications and Experience

• Bachelor’s degree in Insurance or Business
• 7 Years experience insurance sales management.
• Diploma in insurance or a Certificate of Proficiency (COP) in Insurance
• Strong knowledge of compliance and regulatory requirements in both banking and insurance sectors.

Key Competencies & Skills

• Good Interpersonal skills
• Strong leadership skills
• Excellent communication skills
• Ability to develop and implement regional sales strategies.
• Strong analytical and problem-solving skills.
• Ability to develop relationship with both existing & potential customers.
• Strong organizational and management skills.
• Demonstrate alignment with Equity culture and values.

go to method of application »

Job Purpose:

The role holder will be responsible for delivery of a holistic Voice-of-Customer and Customer Insights Programme to embed a data-led, customer-centric culture in Equity group. 

This role will also be responsible for CX KPI monitoring and tracking, working cross-functionally to ensure that we are capturing the voice of customers across all customer interaction points and subsidiaries and generating strategic customer and market insights to drive a best in class experience model.

Key Accountabilities (Duties and Responsibilities) 

Financial (25%)

Implement a Consumer Experience Analytics framework that will continuously deliver:  

• Optimal efficiency, compliance and cost containment through reduced exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations 
• Improved customer lifetime value through continuous improvement in service delivery
• Insights to discover potential product and channel issues/trends that will be used to drive product uptake and channel utilization

Internal business processes (35%)

Data driven insights 

• Prepare insightful scheduled CX reports to drive the right outcomes aligned to the overall Group strategy
• Understand business objectives and participate in the design of internal and external Customer Insights strategies to discover customer trends and opportunities for action
• Implement standardized VOC benchmarking methods and techniques to be used to generate strategic data insights 
• Implement qualitative and quantitative VOC plans for all Group products and channels 
• Implement VOC collection tools as required
• Interpret research data and work with stakeholders to translate these into actionable recommendations 
• Manage requirements and quality of report inputs and outputs
• Ensure timely cascade of VOC reports to all stakeholders  

Engage  

• Work with CX business partners and other stakeholders on solutions to address areas of improvement and innovation for excellence 
• Track and analyse performance against set metrics  

Collaborate  

• With stakeholders to drive continuous improvement towards service excellence and synergised efforts 
• With stakeholder to develop automation capability for Customer Experience reporting 
• With CX partners to execute CX strategies 

Strategy 

• Ensure the voice of the customer is clearly articulated through data led initiatives
• Support with monitoring and tracking delivery of CX strategic initiatives   

Regulatory 

• Ensure that any insights that speak to regulatory breaches are escalated for immediate action

Customer (25%)

Customer Touch Point Quality  

• Drive CX measurement framework & metrics by implementing a logical and holistic framework that connects key metrics that impact customer experience to business outcomes
• Participate in development of data driven methodologies to follow the customer’s journey/ experience at all stages of the lifecycle, and recommend appropriate engagement strategies towards customer delight 
• Generate strategic insights from service quality assurance audits and VOC studies done at all customer touch points to improve the customer’s experience.
• Track and report on impact of designed service improvement initiatives across CX KPIs

Learning and growth (15%)

Stakeholder empowerment  

• Support in identification of CX training needs for stakeholders at various levels for customer success
• Manage personal learning and development against personal develop plan 

Qualifications

Academic:  

• University degree Upper 2nd Class Honors or 3.0 GPA  

Professional:  

• Experience in data analytics
• Experience in service delivery role
• Proficient in use of relevant MS Office applications and statistical packages
• Experience in Quality Assurance an added advantage   

Desired work experience:  

• At least 3 years working experience in a customer experience, analytics or consumer insights environment

Technical Competencies:

• Knowledge of research methodologies and tools 
• Excellent problem solving and analytical skills
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidance to consistently achieve required compliance standards or benchmarks 
• Knowledge of MS Office applications and statistical packages.
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget. 

Behavioural Competencies:

• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself. 
• Attention to detail.
• Excellent interpersonal skills.
• Excellent written and oral communication skills
• Quality orientation to ensure reports are accurate and value adding 
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Customer focus