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CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi
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Purpose:
To provide administrative and technical support to the branch, captive and independent intermediaries.
To provide general customer service in respect to all lines of business for all CIC subsidiaries.
Primary Responsibilities:
- Check compliance of agents with IRA regulations;
- Confirm compliance of the necessary regulatory business licenses;
- Provide input for the branch reports;
- Coordinate day-to-day branch administrative issues; office cleanliness, equipment functions for efficiency in the branch;
- Receive, stamp, scan, index and distribute mail within and outside the Branch;
- Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels;
- Handle customer service issues in underwriting and claims;
- Escalate Customer queries to the relevant job role if necessary;
- Maintain professional ambience within the office premises;
- Promote the organization’s customer service charter;
- Generate quotations in consultation with the Branch Underwriter and Branch Manager;
- Safe Keeping and accountability of security documents i.e. motor insurance certificates, log books, payment receipt vouchers, discharge vouchers, policy documents, revenue stamps, and any other such documents;
- Support all CIC events in the branch territory both for internal events and those involving CIC Stakeholders and /or the general public
- Handling and accounting for money within laid down procedures (Cash, Cheques, credit and debit cards, etc.)
- Participate in premium collection and renewal follow up for the branch.
- Group Life Underwriting, claims and loading of schedules
Specific Field or Qualification
- Bachelor’s Degree in a relevant field,
- Computer literate in MS Office and other office applications
- Part qualification in relevant professional field would be an added advantage
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PURPOSE:
The Head Customer Experience is responsible for the execution of customer experience initiatives in accordance with the CIC strategic plan to align with the company’s vision.
PRIMARY RESPONSIBILITIES:
- Lead customer experience function in accordance with the CIC strategic plan and the departmental budgets;
- Maintain oversight of the customer experience functions, ensuring adherence to signed SLAs;
- Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups;
- Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the CIC’s customer service vision and strategies;
- Advise Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response;
- Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
- Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
- Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours;
- Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience;
- Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities;
- Championing a longterm strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues.
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
Academic and Professional Requirements
Education
- Bachelor’s degree in a business related, humanities or social science field
- Master’s Degree in Business Administration (MBA), Marketing, Strategic Management or a similar field an added advantage
Professional Qualification
- Membership to a relevant Professional Body
Required years of experience
- Ten (10) years relevant experience with at least five (5) at leadership level
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PURPOSE:
The Head of Marketing and Communication is responsible for the execution of Marketing and communication in support of the overall business strategy and profitability of the Group and Regional offices. This position manages and monitors marketing and communication within the organization to inform business decisions.
PRIMARY RESPONSIBILITIES:
- Develop and implement marketing and communication strategies that align with the company’s business objectives and target audiences.
- Oversee the planning, execution, and analysis of marketing campaigns across various channels, including digital, social media, print, and events.
- Manage the company’s brand and corporate identity, ensuring consistency across all communication materials.
- Collaborate with internal teams 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 media outlets, influencers, and other stakeholders to promote the company’s brand and achievements.
- 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.
- Develop and maintain strong relationships with external partners, including marketing agencies, media outlets, and vendors.
- 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
Academic and Professional Requirements
Education
- Be a holder of a Bachelor’s Degree in Marketing or related field, gained from a recognized institution.
- Master’s in related field will be added advantage
Professional Qualifications
- Post graduate diploma in Marketing
Required years of experience Need Type
- Have knowledge and relevant work experience of not less than ten (10) years, with at least five (5) years served in leadership position
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PURPOSE:
Responsible for receipting, banking, reconciliation for daily banking Vs Receipts. He/she will also be responsible for dispatch of receipts to customers.
PRIMARY RESPONSIBILITIES:
- Reconciliation of service providers’ accounts to verify the accurate debt status;
- Facilitate sign-offs on service provider accounts;
- Manage Provide payment for the service providers;
- Sending of provider remittances and Dispatch of Cheques to service providers
- Maintain constant communication with providers on issues relating to credit accounts;
- Discount negotiation and follow up to ensure payment within the set timelines.
- Any other duty as may be given by the Assistant Manager Provider & Forensic Management.
Academic and Professional Requirements
Education
- Bachelor’s in accounting and Finance
- Computer literate in MS Office and other office applications
- CPA is an added advantage
Experience Required:
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PURPOSE:
Responsible for care facilitation/cost containment and call centre reachability.
PRIMARY RESPONSIBILITIES:
- Issuance of approval to insured members seeking both inpatient and outpatient care as per policy guidelines.
- Monitor cost, average length of stay on inpatient cases.
- Issue guidance on Pre-authorized optical, dental and scheduled procedures
- Conduct Hospital visits whenever the insured members are hospitalized
- Respond to stakeholder inquiries on cases involving medical care management.
- Receive and respond to Medical emergency lines and ensure 24-hour coverage
- Negotiate for discounts from doctors and hospitals on specific cases and procedures from time to time
- Facilitate referrals and medical evacuations when need be.
- Monitor benefits utilization and share timely updates to the stakeholders.
- Prepare and share timely reports as may be guided.
Academic and Professional Requirements
Education
- Diploma in Nursing or Clinical Medicine
- Computer literate in MS Office and other office applications
Experience Required:
- 2 years Relevant experience in Care Management, medical claims and call centre
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PURPOSE:
This position is responsible for the day to day operational HR aspects and providing general People & Culture support to P&C Business Partner as part of the Group People & Culture function to enhance the HR Lifecycle Process and the flow of information between the HR department and employee, generally providing resolution and informed HR assistance to individuals as required.
PRIMARY RESPONSIBILITIES:
- Compiling spreadsheets, preparing reports and presentations relating to employees’ activities (staffing, recruitment, training, grievances, performance evaluations etc.)
- Deal with employee requests regarding human resources issues, rules, and regulations.
- Provide relevant data to the payroll office in a timely manner.
- Support recruitment activities of new employees
- Assist in coordinating orientation and training sessions for new employees.
- Ensure smooth communication with employees and timely resolution of their issues.
- Recording employee information using both paper files and electronic data entry.
- Assist in scheduling meeting appointments, maintain the People and Culture annual events calendar.
- Performing file audits for employees to ensure that all required employee documentation is collected and maintained.
- Support completion of termination paperwork and assist with exit interviews.
- Draft Ad-hoc letters and other communication as and when required.
- Providing confidential ad hoc advice and assistance to employees.
- Assist employees with benefits related enquiries in line with the benefits policy in liaison with the benefits office.
- Provide employee information to authorised personnel.
- Any other relevant duties as assigned from time to time.
Academic and Professional Requirements
Education
- Bachelor’s Degree in Human Resources or Business Related Field E
- Progress in CHRP will be an added advantage D
Experience Required:
- 1 year Minimum relevant experience in People & Culture/Human Resource
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PURPOSE:
To provide general customer service in respect to medical business customers.
PRIMARY RESPONSIBILITIES:
- Receive and respond to Medical emergency lines and ensure 24 hour coverage.
- Resolve customers’ communication through electronic and physical channels (Emails and walk in clients).
- Issuance of both in and outpatient approvals for admissible requests for insured members.
- Communication to stakeholders on management of cases and financial liability through reports.
- Provide input for the customer service reports.
- Handle customer service issues and queries.
- Escalate Customer queries to the relevant job role if necessary.
- Promote the organization’s customer service charter.
Academic and Professional Requirements
Education
- Minimum of a Diploma in Nursing (KRCHN)
- Computer literate in MS Office and other office applications
- Customer Experience training will be an added advantage.
Experience Required:
- 3 years Relevant experience in busy health environment
- 1 year Experience in a medical call centre management unit
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PURPOSE:
The incumbent shall be responsible for analyzing and assessing the risk presented to the company through proposals submitted guided by the laid down underwriting guidelines.
PRIMARY RESPONSIBILITIES:
- Evaluate risks proposed and prescribe rates and terms commensurate with level of risk before acceptance as per Underwriting guidelines;
- Customers onboarding and registration in the system;
- Intermediaries onboarding and registration in the system;
- Ensure timely processing of renewal invitations;
- Prepare and process debits/credits endorsements for renewals and new business;
- Process renewal invitations guided by the claims experience;
- Monthly Premium Reconciliation;
- Process commission for agents and brokers;
- Process and dispatch renewal notifications and endorsement on time;
- Prepare and issue Policy documents and Renewal Endorsements;
- Provide Group Life quotations to intermediaries and clients;
- Process premium refunds to customers;
- Respond and attend to customer enquiries;
- Prompt handling and response to customer enquiries once received;
- Any other duties as may be assigned from time to time.
Academic and Professional Requirements
Education
- Bachelor’s degree in Commerce or in a related field
Academic, Professional and Technical Competencies Required:
Essential Knowledge/Skills and Experience Required:
- Good analytical skills
- Excellent communication and presentation skills
- Problem solving skills
- Excellent customer care skills
Desirable knowledge/skills and Experience Required:
- Excellent interpersonal skills
- Computer literate in MS Office and other office applications
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PURPOSE:
To generate revenues from intermediary and client accounts, including upselling and cross-selling. Develop and maintain long-term relationships with intermediaries by making sure they receive requested products and services in a timely fashion.
PRIMARY RESPONSIBILITIES:
- Sourcing of business (new & renewal) and servicing intermediary accounts;
- Constantly updating intermediaries on new and existing products;
- Recruit, train, motivate and retain new and existing intermediaries for business growth;
- Liaising with the various departments to ensure timely service delivery to intermediaries;
- Preparations of quotations and tenders for delivery to clients and intermediaries;
- Collect market intelligence and prepare reports on products and services;
- Ensure compliance to the credit control policy through debt collection
- Promoting CIC brand;
- Ensure all intermediaries trading with CIC are licensed in accordance with IRA guidelines
Academic and Professional Requirements
Education
- Bachelor’s degree in Commerce or in a related field E
- Computer literate in MS Office and other office applications E
- Certification in either of the following will be an added advantage; ACII, AIIK or COP D
Experience Required:
- 3 years Relevant experience
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PURPOSE:
To assess and prudently underwrite General Business in commercially sound terms and to ensure that all underwriting and documentation duties in the section operate effectively and efficiently.
PRIMARY RESPONSIBILITIES:
- Asses business risk proposal (Accept/Reject Risk) on the basis of existing underwriting guidelines);
- To process schedules and issue policy document and endorsement;
- To ensure proper and accurate debiting and crediting and ensure proper reinsurance policy in place;
- Doing quotes for clients;
- Ensure Timely renewal notification/follow up
- General business underwriting for all classes of business
- Preparation of monthly reports
- Service to all customers within a reasonable time
Academic and Professional Requirements
Education
- Bachelor’s Degree in Business or in a related field E
- Computer literate in MS Office and other office applications E
- Progress towards CII or IIK D
Experience Required:
- 1 year Relevant experience
Method of Application
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