Latest Openings at Jubilee Insurance

Insurance  , Sales, Marketing, Retail, Business Development,

Assistant Manager – Customer Experience

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.

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

Business Development Officer – Alternative Channels

Job Ref. No: JLIL186

Role Purpose

The job holder is responsible for supporting and facilitating the implementation and management of alternative channels for the organization. The primary purpose of this role is to enhance customer access, convenience, and engagement by leveraging technology and innovative channels to deliver products and services. The job holder should have excellent communication skills as well as sales ability and should be meticulous in keeping records, and able to handle all aspects of making a sale.

Main Responsibilities
Operational

• Alternative Channel Development: Assist in the identification, evaluation, and implementation of alternative channels to expand the organization’s reach and improve customer interactions. This includes digital platforms, mobile applications, insure-tech, self-service kiosks, and other emerging channels.
• Technology Integration: Collaborate with the IT and technology teams to ensure smooth integration of alternative channels with existing systems and infrastructure. Monitor channel performance and identify areas for optimization.
• Customer Experience Enhancement: Work closely with the Customer Experience team to design and deliver seamless and user-friendly experiences across alternative channels. Gather feedback from customers and stakeholders to drive continuous improvement.
• Channel Performance Analysis: Analyze data and performance metrics of alternative channels to measure their effectiveness. Prepare reports on channel usage, customer behavior, and transaction trends to inform decision-making.
• Compliance and Security: Ensure that all alternative channels comply with regulatory requirements, security standards, and data protection policies. Implement necessary controls and measures to mitigate potential risks and vulnerabilities.
• Training and Support: Provide training and support to internal teams, including customer service representatives and sales staff, to ensure they are equipped to assist customers using alternative channels effectively.
• Marketing and Promotion: Collaborate with the Marketing team to develop marketing and promotional campaigns to increase awareness and adoption of alternative channels among customers.
• Innovation and Research: Stay informed about industry trends, emerging technologies, and best practices related to alternative channels. Conduct research and benchmarking to identify new opportunities for enhancing customer engagement.
• Vendor Management: Liaise with third-party vendors and service providers responsible for alternative channel solutions. Manage vendor relationships and contract negotiations to ensure effective delivery of services.
• Budget Management: Assist in preparing and managing the budget for alternative channel initiatives. Monitor expenses and ensure cost-effectiveness in the implementation and maintenance of these channels.
• Business Development: Meet and exceed sales targets.

Corporate Governance

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects.
• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
• 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.

Culture

• 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.

Key Competencies

• Communication: Strong verbal and written communication skills to effectively convey complex pension concepts and provide clear and concise explanations to customers.
• Financial Acumen: Sound understanding of financial concepts, investment products, and retirement planning strategies to deliver knowledgeable advice and recommendations.
• Sales and Business Development: Ability to identify opportunities for business growth, promote additional pension products or services, and generate leads or referrals.
• Strong understanding of alternative channels and digital technologies.
• Analytical skills to interpret data and performance metrics.
• Customer-centric mindset and focus on enhancing user experience.
• Knowledge of regulatory and security requirements for financial services.
• Adaptability to technological advancements and industry changes.
• Problem-solving abilities to address channel-related issues.

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 2-3 years’ work experience in a similar role.

Investment & Relationship Officer

Job Ref. No: JLIL185

Role Purpose

The role holder is responsible for managing and growing relationships with corporate clients, offering investment advisory services, and overseeing the administration of life and pensions portfolios. The role holder ensures effective management of investments, delivers superior service to clients, and fosters strong relationships to drive business growth.

Main Responsibilities
Operational

• Monitor and analyse market trends, economic indicators, and investment performance to make informed decisions.
• Manage investment portfolios, asset allocation, and risk mitigation strategies to optimize returns while ensuring compliance with regulatory requirements.
• Build and maintain strong relationships with key clients in the corporate life and pensions segment.
• Understand client needs, provide investment advice and solutions, and address any concerns or issues.
• Act as a trusted advisor to clients, offering insights and guidance on investment opportunities and portfolio management.
• Identify new business opportunities and work closely with the business development team to expand the client base and achieve revenue targets.
• Conserving existing business through superior client servicing and providing alternative options
• Participate in client meetings, presentations, and negotiations to win new contracts or retain existing clients.
• Collaborate with internal stakeholders to develop customized investment solutions to meet client requirements.
• Monitor investment risks, including market risks, liquidity risks, and regulatory compliance.
• Implement risk management strategies and controls to safeguard client investments and ensure compliance with industry regulations and internal policies.
• Preparation of guaranteed quarterly reports and investment presentations.
• Statistical Analysis & Returns: Preparing summary/ statistical reports of the Retirement Benefits schemes as may be required.
• Ensure all schemes investment returns are filed before the statutory deadlines.
• Work closely with the administrators’ schemes to ensure compliance to regulatory requirements.

Corporate Governance

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects.
• 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 underwriting 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.

Culture

• Fostering a corporate culture that promotes ethical practices and good retail 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.

Key Competencies

• Business Development Acumen: Strong understanding of business development principles, strategies, and tactics within the Corporate Life & Pensions sector. Proven track record in identifying and converting new business opportunities.
• Relationship Building: Excellent interpersonal skills to build and maintain strong relationships with clients, intermediaries, and strategic partners.
• Strategic Thinking: A strategic mindset with the ability to analyse market trends, competitor activities, and regulatory changes to identify strategic business opportunities and risks.
• Market Research and Analysis: Proficiency in conducting market research and analysis to identify target markets, customer segments, and industry trends.
• Excellent verbal and written communication skills, including the ability to deliver compelling presentations, negotiate contracts, and articulate complex concepts to clients and stakeholders.
• Results Orientation: A results-driven mindset with a focus on achieving business development targets and driving revenue growth.
• Financial Understanding: Sound financial knowledge, including an understanding of Corporate life and pensions products, pricing strategies, and financial metrics.

Qualifications

• Bachelor’s degree in Insurance, Finance, Business, Marketing or any other related course
• Diploma in Insurance
• CFA Qualification

Relevant Experience

• Minimum of 3-4 years’ work experience in a similar role.
• In-depth knowledge of Corporate Life and Pensions products, policies, and regulations.
• Proven track record of successfully implementing strategic initiatives and driving process
• improvements.

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 27th November 2023. Only shortlisted candidates will be contacted.