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 analyzing 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 center, and call center teams to deliver exceptional service, enhancing overall customer experience.

Main Responsibilities

Strategy

• Oversee implementation of customer experience strategy at various customer touchpoints to retain and strengthen the 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 touchpoints.
• Collaborate with sales, marketing, underwriting, and claims teams to ensure a consistent and seamless customer experience across all touchpoints.
• Develop initiatives that will ensure the conservation of policies as per agreed set persistency targets.
• Ensure adherence to the agreed Turn Around Times on customer requests at all customer touchpoints
• Ensure reduction of in force and Lapsed Premium Deposits 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 inquiries 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 center team Lead, ensuring efficient and personalized support to customers regarding policy administration, claims, and other inquiries.
• Supervise the Call center Team lead, ensuring high-quality interactions with customers through various communication channels, such as phone, email, and live chat.
• Collect and analyze customer feedback and insights to identify trends and areas for improvement in products and services.
• Coordinate and track inquiries 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