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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

  1. Advise division on all matters touching on the law
  2. Review newly instituted matters and advise management
  3. Research and interpret regulatory requirements of new products and/or services
  4. Provide assistance to the operational areas with day-to-day regulatory compliance issues
  5. Assist with handling more complex Insurance regulatory compliance issues
  6. Keep current on national requirements regarding legal and communicate issues and new statutory developments to executive team.
  7. Provide high quality legal opinions to enable  effective management of legal risks
  8. Prepare agreement for appointment of advocates
  9. Receive final ruling and ensures it is captured
  10. Negotiating out of court settlements with a view of saving costs within set targets
  11. Pursue recovery with other insurance companies/third parties and ensuring none of the matters expires 
  12. Approving payment of legal fees and judgments and or discharge Vouchers within TATs as per SODA
  13. Securities perfection (Mortgages, plot loan etc.)and ensuring Britam is protected at all times
  14. 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
  15. 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
  16. Ensuring insurance business is compliant with all statutory requirements;
  17. Advising management on the interpretation, impact and effect of the relevant laws and general conditions affecting their various areas of operation;
  18. Providing strategic legal advice, including advice on business and product development
  19. Liaison with the various regulatory agencies, including but not limited to IRA
  20. Ensuring the team updates reserves timely and participates in any reserves review activities.
  21. Ensure timely updation of all operational data/registers
  22. Supervise, train and develop the team the technically and equip them with necessary skills
  23. Respond to demand letters and making best efforts to sort out disputes before they are referred to a court of law
  24. Liaise with external lawyers on conduct of court matters;
  25. Preparation of weekly & monthly legal reports/presentation
  26. Liaise with company staff on required documentation, witnesses etc. with respect to matters in court;
  27. Delegated Authority:  As per the approved Delegated Authority Matrix
  28. Perform any other duties as may be assigned from time to time

Knowledge, experience and qualifications required

  1. 6-8 years’ experience in a similar role
  2. Bachelor’s degree in Law
  3. Master’s degree in Law (added advantage)
  4. Diploma in Law
  5. Advocate of the High Court of Kenya
  6. Possess a valid practising licence

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