Assistant Manager – Customer Experience at

1 month ago

Nairobi, Nairobi Area, Kenya Jubilee Insurance Full time
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.

Job Ref

No:
JLIL188
Role Purpose

The main purpose is to play a key role in ensuring the efficient resolution of customer inquiries, complaints, and concerns across various touchpoints, while maintaining a high standard of customer support.

In addition to supervising the team's training and empowerment, this role involves analysing premium and policy statuses for portfolio retention and proactively engaging with clients to prevent policy exits.

Furthermore, the role is responsible for overseeing the implementation of customer experience projects and supervising conservation, branches, service centre, and call centre teams to deliver exceptional service, enhancing overall customer experience.

Main Responsibilities

Strategy

Oversee implementation of customer experience strategy at various customer touch points to retain and strengthen existing business. Collaborate with cross-functional teams to ensure seamless integration of the strategy into day-to-day operations.
Identify opportunities for business growth, market expansion, and improvements in products/services within the customer experience segment. Monitor key performance indicators (KPIs) and metrics to assess business performance and identify areas for enhancement.
Conduct comprehensive market research and analysis to identify emerging trends, competitive landscapes, and evolving customer needs. Utilize findings to influence strategic decision-making and stay ahead of industry developments.
Conduct financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability. Collaborate with internal teams to implement system enhancements and automation, driving operational efficiency.

Operational

Ensure that customer support activities and projects deliver measurable and significant value to the businesses and meet customer retention targets.

Drive necessary changes for the improvement of operational and organizational efficiency at all customer touch points.

Collaborate with sales, marketing, underwriting, and claims teams to ensure a consistent and seamless customer experience across all touchpoints.

Develop initiatives that will ensure conservation of policies as per agreed set persistency targets.
Ensure adherence of the agreed Turn Around Times on customer requests at all customer touch points
Ensure reduction of in force and Lapsed Premium Deposit as per agreed targets.
Manage the in force and lapsed book and target reinstatements to meet persistency targets.
Approve Policy re-instatement and re-dating based on the defined authority matrix.

Handle enquiries and support different types of policy alterations and policy servicing on different types of products efficiently and effectively.

Prepare policy endorsements and contract provisions for policy changes.
Identify and leverage innovative technologies and digital solutions to enhance customer experience and streamline service delivery.

Monitor defined key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to track performance and drive continuous improvement.

Supervise the service centre team Lead, ensuring efficient and personalized support to customers regarding policy administration, claims, and other inquiries.

Supervise the Call centre Team lead, ensuring high-quality interactions with customers through various communication channels, such as phone, email, and live chat.

Collect and analyse customer feedback and insights to identify trends and areas for improvement in products and services.
Coordinate and track enquiries from all Agency offices and branches.

Corporate Governance

Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of insurance servicing.
Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.

Compliance:
Stay updated with insurance regulations and best practices to ensure compliance with industry standards

Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.

Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Leadership & Culture

Building the team capabilities and ensuring adequate succession planning within the department
Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.

Individualized Development Planning:
Create personalized development plans that align with your career aspirations and the organization's objectives.
Conduct regular performance evaluations, set goals, and provide constructive feedback to team members.
Identify training and development needs based on performance gaps and take appropriate action.

Requirements
Key Competencies

Leadership:
Ability to lead and motivate a team, set clear expectations, and provide guidance and support.

Relationship Building:
Strong interpersonal skills to build and maintain positive relationships with policyholders, team members, and other stakeholders.

Communication:
Excellent verbal and written communication skills to effectively convey information and address customer inquiries and concerns.

Problem-Solving:
Strong analytical and problem-solving skills to identify root causes of policy cancellations and implement effective solutions.

Customer Focus:
Dedication to providing exceptional customer service and ensuring high levels of customer satisfaction.

Team Management:
Ability to manage and supervise a team, delegate tasks, provide feedback, and promote teamwork and collaboration.

Conflict Resolution:

The ability to handle conflicts and difficult situations effectively, mediate disputes, and find resolutions that satisfy both the customer and the organization.

Qualifications

Bachelor's degree in Insurance, Finance, Business, Marketing or any other related course
Diploma in Insurance
LOMA/CII/IIK Qualification will be an added advantage.

Relevant Experience

Minimum of 5-6 years' work experience in a similar role.
A strong understanding of life insurance products, policies, and regulations
Proficiency in customer relationship technologies and customer relationship management (CRM) systems.
Ability to analyze data and identify trends or patterns

  • Customer Service and Experience Manager at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Kenyan Alliance Insurance Full time

    To provide unmatched Financial Solutions that delight our customers. We are committed to empowering our employees whilst embracing innovation & emerging technologies in order to maximize stakeholders value. The Kenyan Alliance Insurance Company Limited is dedicated to become one of the leading regional insurance provider of all General Insurance and life...

  • Customer Experience Officer at

    1 month ago

    Nairobi, Nairobi Area, Kenya Jubilee Insurance Full time

    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.Job RefNo:JAML017SummaryRole Purpose The role...

  • Customer Experience Officer

    1 month ago

    Nairobi, Nairobi Area, Kenya Ngao Credit Limited Full time

    Job Summary As a Customer Experience Officer, you will provide phenomenal customer experience at the NCL Head office. In this role, you will interact with our clients one-on-one daily, provide customer service and use consultative techniques to retain customers. You will be working with and through others, building and maintaining relationships and working...

  • Customer Experience Analyst at

    1 month ago

    Nairobi, Nairobi Area, Kenya Savannah Informatics Full time

    Savannah Informatics Limited (Savannah), is a clinician-led health informatics company delivering innovative and interoperable healthcare solutions to improve access to affordable quality healthcare. Savannah is privately owned and has an established footprint and operating base in Kenya with over 140 employees, majority of whom are informatics...

  • Customer Experience Executive _ Outbound at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Smart Applications International Ltd Full time

    SmartApplications International is a leading ICT solutions provider delivering a wide range of world class technological solutions. Fondly known as Smart within the industry, the company was founded to provide innovative, secure and high-tech solution in Africa and beyond. Staying ahead through constant research and innovationJob Purpose The Customer...

  • Customer Experience Lead at

    3 weeks ago

    Nairobi, Nairobi Area, Kenya Ecosafi Full time

    Better Cooking Company t/a EcoSafi is a renewable energy clean cooking start up focused on the consumer market in Africa. Better Cooking Company (BCC) is introducing a modern, delightful, and clean way to cook at home. Enjoy the experience of quality cooking on LPG at the price of charcoalSummaryAs the Customer Experience Lead you will be responsible for...

  • Customer Experience Advisor at

    2 weeks ago

    Nairobi, Nairobi Area, Kenya SBM Bank Full time

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clientsJob PurposeThe role holder will be responsible for delivering seamless world class customer experience across all customer...

  • Customer Experience Executive Job

    1 month ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Springboard Capital Ltd is seeking to hire a Customer Experience Executive Reporting to the Customer Experience Coordinator. The job holder will handle all aspects of customer service including customer communication, enquiry handling, customer relations, complaints handling and ensure high quality services to customers in accordance with the best practices...

  • Customer Experience Executive Job

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Hiring Organization: Premier HospitalCustomer Service Jobs In Kenya.Job PurposeTo ensure smooth floor operations and patient flow within the hospital through the provision of excellent customer experience practices.Main Duties And ResponsibilitiesEnsuring every customer of Premier Hospital receives the Premier Experience.Educate colleagues on the various...

  • Customer Experience Officer

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

    M.P Shah Hospital is looking to recruit a professional, and evidence-driven person for a vacancy in Corporate Communications and Public Relations Division, as a Customer Experience Officer. Reporting to the Customer Experience Manager – Corporate Communications and Public Relations Division, the job holder will serve as the as a first impression of the...

  • Customer Experience Supervisor at

    1 week ago

    Nairobi, Nairobi Area, Kenya Crystal Recruit Full time

    Crystal Recruit is a boutique recruitment firm that specializes in matching the right talent to the right job opportunities across Africa. We go out of our way to find that missing person for your business puzzleResponsibilities Build brand presence within our client's local target market. Expand on the cheese tour to include more to do in the area for...

  • Officer, Customer Experience Executive at

    4 weeks ago

    Nairobi, Nairobi Area, Kenya SBM Bank Full time

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.JOB SUMMARY:The purpose of the Officer, Customer Experience role is to handle first line SBM Bank services including, answer...

  • CX Analyst, Customer Experience at

    1 month ago

    Nairobi, Nairobi Area, Kenya NCBA Group Full time

    The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to...

  • Customer Experience Officer at Shah Hospital

    1 month ago

    Nairobi, Nairobi Area, Kenya M.P. Shah Hospital Full time

    M.P. Shah Hospital is a modern 210-bed facility which is home to highly skilled and experienced specialists and professional medical staff.Duties & Responsibilities:Manage patient and visitors' queues using the (QMS) queue management system. Respond to all incoming calls at the customer care desk and making the appropriate transfers. Direct patients to the...

  • Customer Care Assistant

    2 days ago

    Nairobi, Nairobi Area, Kenya Office of the Controller of Budget Full time

    ABOUT THE COMPANYThe Office of the Controller of Budget The Office of the Controller of Budget (OCOB) was established by the Constitution of Kenya 2010, under Article 228 and became operational upon the appointment of the Controller of budget on 27th August 2011. Prior to this, some of the functions of the Office of the Controller of Budget were performed by...

  • Assistant Manager: Customer Engagement

    1 week ago

    Nairobi, Nairobi Area, Kenya NCBA Full time

    ABOUT THE COMPANYThe new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds — from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment...

  • Customer Care Assistant Job

    1 month ago

    Nairobi, Nairobi Area, Kenya Staffrite Full time

    Responsible for providing administrative support to the Legal Department on client documentation.Key ResponsibilitiesOngoing review of client files to ensure that the correct client engagement procedures are followed by the Relationship Managers ('RM's) and that all the necessary support documentation is obtained at the point of engaging clients.Maintain an...

  • Customer Experience Executives/ Front office

    4 weeks ago

    Nairobi, Nairobi Area, Kenya Equity Afia Medical Centre - KISERIAN Full time

    Equity Afia is a sustainable, integrated health model that is using franchising principles to train and monitor a network of Medical-Entrepreneurs to provide standardized, quality and affordable healthcare services throughout Kenya.Qualifications/Requirements Diploma in Front Office Administration/Business Administration/ Health records or an equivalent...

  • Client Experience Manager

    3 hours ago

    Nairobi, Nairobi Area, Kenya Savannah Healthcare Full time

    ABOUT THE COMPANYWe are Kenya's premier private day clinic, nestled in the heart of the country's capital – Nairobi. At Savannah Healthcare, we believe in disease prevention through early preventative care and promoting healthy lifestyle choices to achieve and maintain optimal wellness for the entire family. We encourage our patients to take an active role...

  • Customer Care Manager

    1 week ago

    Nairobi, Nairobi Area, Kenya Sidel Full time

    ABOUT THE COMPANYSidel, one of three industry groups of Tetra Laval, is a leading provider of equipment and services solutions for packaging beverage, food, home and personal care products. Sidel has over 170 years of experience with proven expertise in blowing, filling, labelling, material-handling, end-of-line and line-engineering solutions, including an...