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.