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Customer Retention & Insights Associate – (2200002X)
Key responsibilities
- Identify the key issues and themes impacting customer from complaints data and other forms of Customer feedback e.g. NPS surveys etc
- Analyse complaint data to identify continuous improvement actions and Liaise with key business process owners and business partners to develop actions to thematic issues.
- Facilitates process mapping sessions and focus groups to gain an understanding of business processes and underlying problem areas
- Suggests amendments to current practices in an effort to build greater compliance and consistency. Demonstrates a keen awareness of every customer touch point within the enterprise
- Prioritise and track agreed upon issues.
- Ensure learning from complaints is embedded and changes are made to improve service delivery.
- Support the development of training modules related to complaints and issues
- Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Key Performance Measures
- As described in your Personal Score Card
Knowledge, experience and qualifications required
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Knowledge, experience and qualifications required
- University degree from a recognized institution
- Minimum of 3 years’ experience in managing customer complaints, quality assurance or root cause analysis within the financial services industry
- Strong analytical skills and attention to detail
- Ability to create Executive Level Presentations for Topic Discussions
- Excellent relationship development skills applied within a customer service role
- Excellent written and verbal communication
- Strong interpersonal and negotiation skills
- Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
- Strong customers/stakeholders engagement and management skills
- Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
- High level attention to details and commitment to quality
- A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
- Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
- Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event.
Head of Service Quality – (2200002U)
Key responsibilities
Culture & Strategy
- Drive a “customer first approach” to service delivery, develop and advance the strategy and voice for CX.
- Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
- Unify organization in driving excellence in client experience.
Service Quality/Governance
- Managing a framework of qualitative and quantitative measures that would allow teams to effectively monitor and evaluate customer satisfaction.
- Responsibility for active monitoring of customer needs and development of ideas and initiatives to ensure the above are met.
- Lead the development of customer benchmarking tools and analysis
- Organise and facilitate the running of the monthly Client Experience Forums, bi-monthly Mini CX meetings and relevant off sites.
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Contact Centre, Complaints Management and Customer Engagement
- Shape the future of the Customer Contact Centre operations, being committed to delivering a great customer contact experience through a variety of customer contact channels; Phone, Email, Web/Live Chat, Video, Social, Correspondence using big data analytics.
- Develop and implement strategy to effectively manage all customer complaints and escalations ensuring fully staffed teams, centralized complaints recording, tracking, monitoring and best in class complaints handling and learning.
- Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.
KPIs, reporting and measurement
- Take full ownership of key performance indicators relevant to various stages of customer engagement
- Drive the development of a reporting/meetings framework and tracking of results
- Advise/recommend actions to executive team
Key Performance Measures
- As described in your Personal Score Card
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- Degree from a reputable institution with at least 10 years of relevant experience; experience in both technical and business areas leading teams to deliver cutting edge client experiences.
- Significant experience working in a highly regulated environment, while focused on what’s possible with new technologies in CX.
- Experience delivering people change/diversity/culture improvement programs required.
- Excellent communication (both written and verbal), influencing and negotiation skills, required to collaborate with a wide range of internal and external stakeholders combined with driven and assertive personality.
- High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills. Able to get things done in a fast-paced environment.
- Is confident and will roll-up his/her sleeves to drive success.
- High level attention to details and commitment to quality
- A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
- Be transparent and open around what doesn’t work and what does, while quickly pivoting to the next best.
Emerging Consumer Markets – Regional Sales Executive Contract – (2200000J)
Key responsibilities
- Sourcing of business opportunities for EMC business
- Manage relationships with clients, intermediaries and partners
- Participate in conducting market intelligence and initiate proactive and reactive business growth and retention initiatives
- Assist to gather marketing intelligence and statistics to facilitate development of strategies to give the company a competitive advantage in Micro insurance space
- Participate in product development lifecycle
- Follow up on incentives for the channels to ensure they are correctly processed and paid on time
- Adhere to sales tools uptake and usage for channel growth, reporting and management
- Diversify emerging consumers’ product portfolio to meet risk protection & investment needs of target consumer segments.
- Create and manage and retain winning partnerships with key product delivery stakeholders
- Manages relationships with the channel clients and intermediaries
- Manage sales costs to ensure profitability
- Ensure the credit policy for the company is adhered to
- Ensure retention of clients, intermediaries and partners as per segment targets
- Perform any other duties as may be assigned from time to time.
Key Performance Measures
- Drive increase in number of customers
- Drive increase in number of EMC Fas producing from the region
- Drive increase in number of regional sales and growth
- Manage retention of clients in books for business sustainability
- Drive increase in EMC top-line sales in a profitable manner as per set targets
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- Degree/Diploma in a business related field
- Professional qualification in Insurance (ACII, AIIK) an added advantage
- COP Compliant
- At least one year experience in the financial sector and an added advantage in the insurance industry and in sales position
Legal Specialist – (2200002Z)
Key responsibilities
- Advise division on all matters touching on the law
- Review newly instituted matters and advise management
- Research and interpret regulatory requirements of new products and/or services
- Provide assistance to the operational areas with day-to-day regulatory compliance issues
- Assist with handling more complex Insurance regulatory compliance issues
- Keep current on national requirements regarding legal and communicate issues and new statutory developments to executive team.
- Provide high quality legal opinions to enable effective management of legal risks
- Prepare agreement for appointment of advocates
- Receive final ruling and ensures it is captured
- Negotiating out of court settlements with a view of saving costs within set targets
- Pursue recovery with other insurance companies/third parties and ensuring none of the matters expires
- Approving payment of legal fees and judgments and or discharge Vouchers within TATs as per SODA
- Securities perfection (Mortgages, plot loan etc.)and ensuring Britam is protected at all times
- Ensure safe custody of the insurance instruments and documents such as organization seal, charged documents and suit papers, and ensure confidentiality and privacy of all legal data of the business
- Provide legal advice to the division on all legal matters related to its activities and mandate premised on a platform that is well researched, reasoned and timely
- Ensuring insurance business is compliant with all statutory requirements;
- Advising management on the interpretation, impact and effect of the relevant laws and general conditions affecting their various areas of operation;
- Providing strategic legal advice, including advice on business and product development
- Liaison with the various regulatory agencies, including but not limited to IRA
- Ensuring the team updates reserves timely and participates in any reserves review activities.
- Ensure timely updation of all operational data/registers
- Supervise, train and develop the team the technically and equip them with necessary skills
- Respond to demand letters and making best efforts to sort out disputes before they are referred to a court of law
- Liaise with external lawyers on conduct of court matters;
- Preparation of weekly & monthly legal reports/presentation
- Liaise with company staff on required documentation, witnesses etc. with respect to matters in court;
- Delegated Authority: As per the approved Delegated Authority Matrix
- Perform any other duties as may be assigned from time to time
Knowledge, experience and qualifications required
- 6-8 years’ experience in a similar role
- Bachelor’s degree in Law
- Master’s degree in Law (added advantage)
- Diploma in Law
- Advocate of the High Court of Kenya
- Possess a valid practising licence