Vacancies at CIC Insurance

PURPOSE:

Reporting to the Contact Centre Manager, the role holder will ensure all social media queries are handled conclusively, end to end, and within set SLAs at the Contact Centre.

PRIMARY RESPONSIBILITIES:

• Oversee daily activities and performance of the team members. Create and manage
• work schedules, ensuring adequate staffing levels.
• Conduct training sessions for new hires and ongoing development for existing team members
• Act as point of Escalation for the team when required.
• Manage all social media queries and complaints, and step in to support the team
• whenever required.
• Continuously monitor individual and team performance metrics and take corrective
• action when necessary to maintain productivity and service quality.
• Provide regular visibility of social media reports and nature of concerns raised.
• Implement best practices for customer interactions to enhance service quality.
• Support team to set goals aligned with organizational objectives and develop
• strategies to achieve them. Conduct Performance Evaluation for direct reports.
• Ensure high NPS/CSAT/CES ratings (and other metrics) on queries and complaints handled
• Manage social media tools by ensuring availability, uptime and adequate vendor
• management to ensure smooth operations.
• Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Bachelor’s Degree    Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

 Description    Required years of experience

• Relevant experience    2years

Skills and Competencies:

• Relevant work experience in a busy contact centre and exposure to social media management
• Customer Centric Mindset and Solutions- oriented
• Excellent communication, reporting & presentation skills
• Strong leadership skills.
• Good Organizational, decision making and time-management skills
• CIC Insurance Values

Closes: March 20, 2025

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PURPOSE:

Responsible for supporting the daily operations of CIC pharmacy, ensuring smooth workflow, and delivering high-quality pharmaceutical care.

PRIMARY RESPONSIBILITIES:

Medication Dispensing & Preparation

• Accurately interpret and dispense prescription medications in compliance with legal and ethical guidelines.
• Identify and address potential drug interactions, contraindications, and adverse effects.
• Prepare and compound pharmaceutical products as per prescriptions.

Inventory Management:

• Monitoring and managing pharmaceutical inventory to prevent shortages and overstocking.
• Ensure proper storage conditions for medications, adhering to safety and quality assurance standards.
• Assist in the procurement and restocking of pharmaceutical supplies.

Patient Counseling:

• Provide clear and comprehensive medication counselling, including proper usage, potential side effects, and drug interactions.
• Educate patients on over-the-counter medications, supplements, and general health concerns.
• Promote adherence to prescribed medication regimens for better therapeutic outcomes.
• Offering advice on over-the-counter products, supplements, and health- related concerns.

Health and Wellness Promotion:

• Coordination and management of wellness initiatives such as CIC Dawa Mlangoni and the CDM program through timely drug delivery.

Collaboration with Healthcare Professionals:

• Collaborating with service providers to optimize patient
• 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
• Addressing customer inquiries and concerns with professionalism and
• Resolving issues related to medication availability, insurance, and prescription refills.

Compliance and Recordkeeping:

• Ensuring compliance with all pharmacy laws, regulations, and
• Maintaining accurate and up-to-date patient records and prescription
• Participating in quality assurance and continuous improvement

Continuing Education:

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

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Diploma in Pharmaceutical Technology    Diploma in Pharmaceutical Technology from an institution recognized by the Pharmacy and Poisons Board.
• Professional Qualification    Registered with the Pharmacy and Poisons Board with a valid practising license.
• Computer literate in MS Office and other office applications
• Strong knowledge of pharmaceutical laws and regulations.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment with attention to detail.
• Proficiency in medical software and inventory management systems.
• Proficiency in serving and billing Insurance claims.

Experience Required:

 Description    Required years of experience

• Relevant experience in Retail Pharmacy Operations    2-3 years

Closes: March 28, 2025

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PURPOSE:

Reporting to the Group Director, Business Excellence, the role holder coordinates and ensures seamless execution of the Business Excellence strategy, which is derived from the overall organizational strategy. The role supports the director by coordinating the work of the Business Excellence Steerco, and follow up on timely delivery of reports from the vertical heads of key functions in the directorate.

The role holder compiles the report which forms the basis for BOM report and board papers for review and presentations by the BOM. He maintains a tracker of activities for the directorate and discusses regularly with the director. He is the link person for all matters of strategy execution for the Group Director for Business Excellence.

PRIMARY RESPONSIBILITIES:

Coordinates strategy execution by Business Excellence

• Compiles the strategy action plans and coordinates the execution by the steerco
• Highlights any challenges on delivery of key activities of the department in coordination with function leads
• Works with function heads to compile financial plans to achieve the directorate’s targets and monitors the department’s budget management and effective use of resources
• Weekly, monthly, and quarterly performance review against plan.
• Prepare Performance and Strategy Papers to the Board of management and board, for review and discussion with the Group Director, Business Excellence

Staff productivity

• Drive staff productivity through providing reports, dash boards in liaison with the head of ICT and Head of Digital
• Drive implementation of the approved structure in collaboration with the Director to ensure seamless alignment

Risk and Compliance:

• Liaises with the Risk and compliance team to ensure that the directorate fully adheres to the risk and compliance controls as per the standard operating procedures

Project Management and Innovation

• Liaises with the BCM head and all function heads to ensure that key projects tracked at steerco level are within approved timelines and budget and points out any variance in delivery for urgent remediation
• Ensures that the directorate adheres to approved SLAs that impact on timely and effective delivery
• Works with the function heads to ensures data analysis to support the business with the right reports and dashboards to support business growth and innovation

Key Skills, Knowledge, Experience and Behavioural Competencies    
Academic and Professional Requirements

• Education  University Degree in Business Administration, Economics, Finance, Insurance, or Banking or its equivalent from a recognized institution.
• Master’s degree in a relevant field from a recognized institution will be an added advantage

Experience Required:

 Description    Required years of experience

• Relevant experience    5years 

Skills & Knowledge Required:·

• Relevant certification in business development or its equivalent is an added advantage.
• 5 years relevant experience (in well-established organizations) in financial services, telcos or fintechs
• Capability of interpreting data trends and provide insights
• Track record of attaining operational efficiency, project management and business growth
• Fair understanding of technology for business including infrastructure, digitization and process innovation
• Demonstrable cross-cultural, people and relationship management skills, networking and negotiation skills, team motivation and leadership competence.
• Sound understanding of statutory and regulatory requirements of corporate governance, and financial services operations.
• Effective communication

Closes: March 28, 2025