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  • Posted: Jan 24, 2025
    Deadline: Jan 29, 2025
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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.
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    Assistant Manager – Customer Retention & Conservation

    Job Ref. No: JLIL294

    Role Purpose

    The role holder will be responsible for developing and executing strategies to enhance customer retention, reduce policy lapses, and improve overall customer satisfaction. The role holder will manage a team dedicated to customer conservation efforts, analyzing retention data, and implementing initiatives to foster long-term customer loyalty and engagement.

    Main Responsibilities
    Strategy

    • Retention Strategy Development. Develop and implement a comprehensive customer retention strategy aimed at minimizing policy lapses and maximizing customer loyalty. Identify key drivers of customer retention and develop targeted initiatives to address them.
    • Market Analysis. Conduct market research and analysis to understand customer behavior, preferences, and trends.
    • Stay updated on industry best practices and competitive strategies to enhance retention efforts.
    • Customer Segmentation. Segment the customer base to tailor retention strategies and conservation efforts to different customer groups. Develop targeted communication and engagement plans for each segment.
    • Performance Metrics. Establish and monitor key performance indicators (KPIs) to track the effectiveness of retention initiatives. Provide regular reports and insights to senior management on retention performance and trends.

    Operational

    • Customer Interaction Management. Oversee and enhance customer touchpoints to ensure a seamless and positive customer experience. Manage a team responsible for handling customer retention and conservation inquiries.
    • Policy Conservation & Persistency Management. Implement proactive measures to retain customers at risk of lapsing or canceling their policies. Develop and execute conservation campaigns to re-engage and retain customers.
    • Policy Servicing. Accurately ensure different types of policy alterations and policy servicing on different types of products are processes accurately and effectively as per contract provisions for respective policy changes.
    • Data Analysis. Analyze customer data to identify patterns and causes of policy lapses. Use insights to develop and refine retention strategies.
    • Relationship Management: Skilled in building and maintaining strong relationships with policyholders and other stakeholders.
    • Process Improvement. Continuously evaluate and improve customer retention processes and systems. Implement best practices to streamline operations and enhance efficiency.

    Corporate Governance

    • Compliance. Ensure all retention and conservation activities comply with regulatory requirements and company policies. Maintain accurate records of customer interactions and retention efforts for audit and compliance purposes.
    • Risk Management. Identify potential risks related to customer retention and develop mitigation strategies.
    • Implement internal controls to safeguard customer data and ensure privacy.
    • Reporting. Prepare and present detailed reports on retention metrics and conservation activities to senior management and regulatory bodies.

    Leadership & Culture

    • Team Leadership. Lead, mentor, and develop the customer retention and conservation team to achieve high performance. Foster a collaborative and customer-centric culture within the team.
    • Employee Engagement. Promote a positive work environment that encourages employee engagement and satisfaction. Conduct regular team meetings and provide ongoing training and development opportunities.
    • Cultural Alignment. Ensure that the retention strategies and initiatives align with the company’s values and culture.
    • Advocate for a customer-first approach across the organization.

    Key Competencies

    • Customer-Centric Mindset. Strong focus on understanding and meeting customer needs. Ability to build and maintain positive customer relationships.
    • Analytical Skills. Proficient in analysing data to drive retention strategies and decision-making. Strong problemsolving abilities.
    • Communication Skills. Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders. Ability to convey complex information in a clear and concise manner.
    • Leadership Skills. Proven leadership and team management abilities. Capability to inspire and motivate a team to achieve goals.
    • Strategic Thinking. Ability to develop and implement strategic plans for customer retention. Forward-thinking and innovative approach to retention challenges.

    Academic Background & Relevant Qualifications

    • Bachelor’s degree in Insurance, Finance, Business, Marketing or any other related course
    • Diploma in Insurance, LOMA, CII, IIK certification
    • Minimum of 4-6 years of experience in customer retention, customer experience, life policy management, or related roles within the life insurance industry.
    • Demonstrated track record of successfully implementing customer retention strategies and improving customer satisfaction.
    • In depth knowledge of life insurance products, policies, and regulations.
    • Familiarity with regulatory requirements and compliance in the insurance industry

    go to method of application »

    System Analyst

    Job Ref. No: JLIL293

    Role Purpose

    The role holder will be responsible for conducting in-depth system analysis to improve organizational operations, develop efficient workflows, and ensure robust system performance. This role will involve gathering and analyzing business requirements, designing system workflows, coding small-scale solutions, and supporting the implementation of system enhancements. The role demands strong technical expertise, including coding and scripting capabilities, as well as a keen understanding of business needs to bridge the gap between technical teams and business stakeholders.

    Main Responsibilities
    Strategy

    • Develop and refine system analysis methodologies to align with the organization’s strategic goals.
    • Research and recommend emerging technologies, focusing on software development frameworks and coding practices that can enhance business processes.
    • Provide actionable insights on system performance metrics and propose innovative solutions to improve efficiency.
    • Identify areas for automation and optimization within workflows, leveraging coding where necessary.

    Operational

    • Conduct in-depth analysis of business processes to define system requirements and identify areas for improvement.
    • Collaborate with IT teams to design, test, and implement system solutions, ensuring alignment with business objectives.
    • Develop workflow diagrams and models to visualize and improve end-to-end system functionality.
    • Write, test, and deploy code or scripts for system enhancements, troubleshooting, and automation tasks.
    • Continuously monitor system performance and proactively address bugs or inefficiencies through updates or coding fixes.
    • Assist with system integrations and ensure smooth data exchange between platforms using APIs and other integration tools.
    • Prepare user manuals and technical documentation, including system workflows and coding references.
    • Facilitate training for end-users to ensure effective adoption of new systems or enhancements.

    Corporate Governance

    • Ensure all systems and processes comply with data protection regulations, industry standards, and organizational policies.
    • Regularly review system policies to ensure they meet evolving legal and regulatory requirements.
    • Participate in internal audits to verify adherence to governance frameworks and identify areas for improvement.
    • Collaborate with compliance and risk teams to mitigate potential vulnerabilities in code or system design.

    Culture

    • Foster a collaborative and inclusive culture by promoting open communication and knowledge sharing among teams.
    • Act as a cultural ambassador by advocating for organizational values and aligning system solutions with these values.
    • Promote a culture of innovation and continuous learning, encouraging the adoption of advanced coding techniques and frameworks.
    • Build strong relationships across departments to break down silos and create a culture of trust and cooperation.
    • Contribute to creating a positive work environment by supporting diversity, equity, and inclusion initiatives in all system-related projects.

    Key Competencies

    • Coding Skills. Ability to write, test, and debug code for system enhancements and automation.
    • Analytical Expertise. Proficiency in breaking down complex problems and proposing data-driven solutions.
    • Business Acumen. Understanding of how technical systems impact business operations and outcomes.
    • Project Management. Skilled in managing time and resources to meet project deadlines.
    • Continuous Learning. Commitment to staying updated on evolving coding practices and system trends

    Academic Background & Relevant Qualifications

    • Bachelor’s or Master’s degree in Computer Science, Information Systems, Software Engineering, or a related field.
    • Certifications in programming and systems-related domains (e.g., OCP Java, Microsoft Azure, AWS, Agile
    • certifications) will be an added advantage.
    • Minimum of 2-5 years of experience in system analysis or a related field.
    • Proven experience in coding and scripting for system enhancements and workflow automation.
    • Familiarity with system workflows and process optimization techniques.
       

    go to method of application »

    Senior System Analyst

    Job Ref. No: JLIL 292

    Role Purpose

    • The role holder will be responsible for leading advanced system analysis activities to optimize organizational efficiency and innovation. This role involves translating complex business needs into technical solutions, ensuring compliance with regulations, mentoring junior team members, and spearheading initiatives that enhance system performance. The role demands strong leadership, technical expertise, and strategic vision to align systems with business goals.

    Main Responsibilities

    Strategy

    • Lead the development and refinement of system analysis methodologies to align with the organization’s strategic objectives.
    • Provide strategic insights on emerging technologies and trends to enhance system capabilities and business processes.
    • Drive system optimization strategies, ensuring alignment with competitive benchmarks and market standards.
    • Collaborate with senior leadership to influence strategic planning based on system performance data and business insights.

    Operational

    • Oversee comprehensive analysis of business processes to identify advanced system requirements and optimization opportunities.
    • Develop and review detailed documentation, including system specifications, workflows, and business requirements.
    • Lead cross-functional teams in the design, testing, and deployment of system solutions, ensuring seamless integration with business operations.
    • Monitor system performance at an advanced level, implementing feedback mechanisms to address inefficiencies and potential risks.
    • Design and deliver training programs for end-users and junior analysts, fostering a culture of continuous learning.
    • Ensure the integrity and security of systems through proactive maintenance, upgrades, and troubleshooting.

    Corporate Governance

    • Ensure systems comply with the highest standards of data protection, industry regulations, and organizational policies.
    • Lead reviews of system policies, ensuring alignment with evolving regulatory frameworks.
    • Partner with internal audit and compliance teams to address system vulnerabilities and implement necessary controls.
    • Provide expert advice on risk mitigation strategies and governance frameworks to senior management.

     Leadership & Culture

    • Foster a collaborative and inclusive culture by promoting open communication and knowledge sharing among teams.
    • Act as a cultural ambassador by advocating for organizational values and aligning system solutions with these values.
    • Encourage innovation and adaptability within the team, supporting a mindset of continuous improvement.
    • Build strong relationships across departments to break down silos and create a culture of trust and cooperation.
    • Contribute to creating a positive work environment by supporting diversity, equity, and inclusion initiatives in all system-related projects.

    Key Competencies

    • Problem Solving. Proven ability to resolve complex system issues efficiently.
    • Leadership. Experience in mentoring and leading cross-functional teams.
    • Communication. Exceptional verbal and written communication skills for technical and non-technical audiences.
    • Innovation. Commitment to driving technological advancements and adopting new tools.
    • Collaboration. Strong track record of working with diverse teams to achieve shared goals.
    • Project Management. Expertise in managing multiple projects simultaneously, adhering to timelines and budgets.

    Academic Background & Relevant Qualifications

    • Bachelor’s and/or Master’s Degree in Computer Science, Information Systems, Software Engineering, or a related field.
    • Certifications such as Oracle Certified Professional (OCP), Microsoft Certified: Azure Solutions Architect Expert, AWS
    • Certified Solutions Architect – Professional, Certified ScrumMaster (CSM), or equivalent Agile certifications are highly desirable.
    • Minimum of 4-6 years of experience in system analysis, design, and implementation, with a proven track record of delivering complex projects.
    • Proficiency in advanced programming languages, database management and systems analysis and design.
    • Experience with back-end languages (e.g., Java, JavaScript, Sql and PL/Sql) and database systems (Oracle, MongoDb, Postgresql).

    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 29th January 2025. Only shortlisted candidates will be contacted.

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