Jubilee Customer Experience Manager Jobs in Kenya

Jubilee Customer Experience Manager Jobs in Kenya


Job Description

  • We currently have an exciting career opportunity for Customer Experience Manager, Jubilee Life Insurance Limited (JLIL).

  • The position holder will report to the Operations Manager, Retail Life &
    Pensions and will be based at Head Office in Nairobi.

  • Oversee the Jubilee Life customer service function and ensure the Company delivers the highest level of customer service possible.

  • Also, ensuring the implementation of the Jubilee Life customer service value
    proposition.

    Responsibilities

    Financial Controls

  • Take the lead role in strategy formulation for the customer service department and determine the key

  • strategic direction and objectives of the customer support department.

  • Communicate industry trends to team members/hold regular sessions with team members, keeping them abreast.

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

  • Drive necessary changes for the improvement of operational and organizational efficiency of the customer support team.

  • Measure the effectiveness of all customer engagement approaches and initiatives, primarily through

  • conducting consumer surveys

  • Coordinate the activities of all the customer touch points

  • Review the complaints register, doing a root cause analysis that will inform service improvement

  • Ensure strict adherence to agreed Turn
  • Around Times on all customer requests

  • Support product development to ensure they meet customer needs

  • Supporting, training and developing staff, and managing succession within the customer service section

  • Ensuring supportive relationship is maintained between the Retail Life & Pension Division and the other

  • units of the business to achieve synergies and quality delivery of service

  • Provide regular reports on all customer touchpoints and complaints management

  • Ensuring Full compliance to customer related regulatory requirements including Treating Customers

  • Fairly, Data Protection and Anti Money Laundering laws

  • Motivating and keeping staff morale high to achieve the agreed performance targets

    Qualifications

  • Visionary Leadership

  • Entrepreneurial Spirit

  • Market Awareness

  • Customer Focus

  • Continuous Innovation

  • Ownership & Commitment

  • Team Spirit

  • Excellent communication, interpersonal, customer care and presentation skills

  • Problem solving skills

  • Technical competence in insurance Business strategy formulation

  • Business planning and implementation

  • Change management

  • Basic knowledge of regulations by AKI and IRA

  • Bachelor’s degree, preferably in a business-related field

  • ACII or AIIK

  • Minimum of 6 years’ relevant experience in a similar position of which 3 of those years are at a supervisory level

    How to Apply

  • If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 10th December 2020.

  • Only shortlisted candidates will be contacted.

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