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  • Posted: Dec 23, 2024
    Deadline: Dec 31, 2024
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    Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.
    Read more about this company

     

    Junior Care Executive

    Job Ref. No: JHIL141

    Role Purpose

    The primary purpose of the Care Executive is to assist customers with their medical insurance inquiries and providing exceptional service. The Care Executive will be responsible for addressing customer concerns, explaining policy details and ensuring a positive customer experience.

    Key Responsibilities

    • Review and process preauthorization requests for medical procedures and treatments.
    • Communicate preauthorization decisions to healthcare providers and policyholders.
    • Ensure compliance with preauthorization policies and guidelines.
    • Respond to customer inquiries related to medical insurance policies, claims, and coverage.
    • Provide accurate information about benefits, eligibility, and claim status.
    • Assist customers in navigating and understanding insurance documents and policy terms.
    • Assist customers in making informed decisions about their insurance coverage based on their individual needs.
    • Investigate and resolve customer complaints or concerns promptly and effectively.
    • Collaborate with relevant departments to escalate and resolve complex issues.
    • Maintain clear and concise communication with customers through various channels, including phone, email.
    • Ensure a high level of professionalism and empathy in all interactions.

    Key Skills and Competencies

    • Conflict resolution and negotiation skills.
    • Proficiency in relevant software tools and case management systems.
    • Effective communication and interpersonal skills.
    • Strategic decision-making prowess.
    • Thorough understanding of healthcare regulations and insurance practices.
    • Clinical knowledge and medical expertise.

    Academic & Professional Qualifications

    • Bachelor's degree or a Diploma in a Medical field

     Relevant Experience

    • A minimum of one (1) year of relevant working experience.

    go to method of application »

    Senior Business Analyst

    Job Ref. No. JLIL 278

    Role Purpose

    The role-holder will act as a key liaison between business users and technical teams, translating business needs into actionable technical requirements and responsible for managing the requirements of the lifecycle. He/She will ensure solutions meet defined standards through thorough testing and validation. Success will be measured by customer satisfaction and the delivery of high-quality, impactful solutions that enhance overall user experience and support organizational goals.

    Main Responsibilities
    Strategy

    • Conducting extensive business analysis by engaging business users and other relevant stakeholders to understand the business needs from a technical solution point of view, document such requirements in a comprehensive business requirements document (what and why?) and translate to a detailed functional specifications document (how?).
    • Facilitating comprehensive solutions testing by developing comprehensive test cases with defined success criteria as per the requirements, formulating a traceability matrix for requirements, guiding users in the testing process and obtaining test results to inform decisions in project execution.
    • Collate, analyze, and action feedback from internal and external customers, derive insights from data and design specific solutions that address customer needs and optimize digital customer experience considering optimal customer journeys.
    • Conducting benchmarking in the market to align solution proposals innovatively with best practices, to ensure adherence to regulatory requirements in business operations and information handling for total compliance.
    • Work proactively with key stakeholders to deliver excellence in all digital customer interactions and apply an agile  change methodology to quickly and effectively drive improved customer outcomes.

    Operational

    • Elicit requirements through interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.
    • Critically evaluate information gathered from multiple sources, consolidate and translate into actionable format by the relevant stakeholders in the solution delivery team.
    • Review, understand and evaluate processes and systems impacting/ supporting the business units. Identifying ways to improve processes and systems in line with changing work practices & emerging technologies.
    • Design, analyze and document workflow and make appropriate recommendations that will positively impact operational effectiveness in collaboration with other stakeholders.
    • Conduct root cause analysis on emerging issues from customer complaints, risk and audit issues to determine the appropriate solutions to address the gaps.
    • Assist with benchmarking activities with other companies and organizations within and outside the industry. Assist management in interpreting and comparing benchmarking data to Jubilee’s digital operations.
    • Collaborate with relevant stakeholders to design and implement optimal Customer Journey’s across the various customer touchpoints.
    • Conduct technical quality assurance on developed solutions before engaging users for User Acceptance Testing to ensure there are no obvious flaws in the solutions.

    Corporate Governance

    • Ensure that any new solutions comply with various industry standards including Information Security & Data Protection.
    • Ensure adherence to the requirements management guidelines for assurance on quality of outputs.
    • Ensure effective communication by seeking feedback from clients/ stakeholders and continuously seek ways of improving quality and customer service standards for end user satisfaction.

    Leadership & Culture

    • Work with key stakeholders to ensure products taken to market meet sponsor and end-consumer requirements through rigorous testing on the following: user acceptance testing, system integration testing, Unit testing, Operational readiness testing etc.
    • Work closely with Business teams (as well as internal and external project partners where appropriate) to devise, develop and deliver appropriate technologies to optimize business operations.
    • Encourage knowledge transfer and lessons learnt activities within the project team and key stakeholders from the requirements management cycle.

    Key Competencies

    • Demonstrated capability for problem solving, decision making and sound judgment.
    • Excellent oral and written communication skills as well as excellent presentation skills
    • Strong relationship building, team building and interpersonal skills for effective stakeholder management.
    • Prioritizes effectively, maintains a clear focus, and sees action through to delivery.
    • Builds trust and demonstrates integrity in all circumstances.
    • Innovative in application of best practices as an excellent champion.
    • Systems & design thinking – understanding the “big picture”.
    • Awareness of the latest technological trends.

    Qualifications

    • Graduate degree in Business or IT related field.
    • Professional qualification in Business Analysis (IIBA or equivalent)
    • Professional qualification in Project Management (PMP or PRINCE2) or Process Analysis (Lean six sigma, ABPMP etc) is an added advantage

    Relevant Experience

    • At least 5 years’ experience in Business Analysis in complex projects.
    • Knowledge of the insurance industry is an added advantage
    • A thorough understanding of how to interpret customer needs and translate them into business and functional requirements for complex projects.
    • Proficient in the use of Microsoft office suite and testing tools

    go to method of application »

    Digital Sales Officer

    Job Ref. No: JHIL140

    Role Purpose

    The primary responsibility of this role is to sell products or services over the phone by contacting potential customers, generating leads, and closing sales deals. The ideal candidate should have excellent communication skills, a persuasive demeanour, and a strong passion for sales.

    Key Responsibilities
    Sales Execution

    • Conduct outbound calls to prospective customers from provided leads or lists.
    • Present and explain products or services to potential customers over the phone.
    • Answer questions about products or services and address any concerns or objections from customers.
    • Close sales and achieve monthly sales targets.

    Lead Generation and Follow-up

    • Generate leads through proactive outreach.
    • Follow up with customers to ensure satisfaction, resolve any issues, and secure repeat business.

    Sales Process Management

    • Maintain accurate and up-to-date records of sales activities and customer interactions in the CRM system.
    • Laws, Regulations, Company Policies: Stay informed about and strictly adhering to all external laws, including Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) laws, Data Protection laws, and any other relevant regulations applicable in the insurance industry; Understand, implement, and enforce internal company policies, processes and procedures; Ensure that operational compliance programs are in place within your department. Implement processes and controls that promote compliance with external laws, regulations, and internal policies; Foster a robust ethical culture within the organization, demonstrating and promoting ethical behaviour, integrity, and compliance with laws and regulations. Encourage open communication and reporting of any potential compliance concerns or violations.

    Key Skills and Competencies

    • Persuasive Communication: Ability to clearly present information and influence others.
    • Active Listening: Demonstrated ability to fully engage with customer inquiries.
    • Sales Closing Techniques: Proven ability to guide customers through the sales process.
    • Relationship Building: Strong capability to build trust and long-term relationships.
    • Time Management: Ability to manage multiple tasks efficiently.
    • Adaptability: Quick learner and adaptable to different customer needs.
    • Resilience: Persistent and able to handle objections effectively

    Academic Qualifications

    • A degree in a business -related field.

     Relevant Experience

    • At least 6months of experience in telesales, inside sales, or a similar sales role.

    Method of Application

    If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 31st December 2024 Only shortlisted candidates will be contacted.

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