Job Vacancies at Jubilee Insurance

Training jobs, Finance jobs, Customer Care jobs, Marketing jobs, Business related jobs, Data Science jobs,

Training Manager

Job Ref. No: JAML015

Role Purpose

The role holder will be responsible for overseeing the training and development programs for the Financial Advisors. The role holder plays a critical role in designing, implementing, and evaluating comprehensive training initiatives to equip the financial advisors with the knowledge, skills, and competencies necessary to achieve sales targets and provide exceptional customer service.

Main Responsibilities
Strategy

• Training Strategy Development: Collaborate with senior management and key stakeholders to develop a comprehensive training strategy that supports the organization’s goals, objectives, and long-term vision.
• Needs Analysis and Planning: Conduct thorough training needs assessments to identify knowledge gaps, skill deficiencies, and areas of improvement within the organization. Use the findings to develop strategic training plans that address these needs effectively.
• Alignment with Business Objectives: Ensure that training programs are aligned with the overall business objectives and contribute to the growth and success of the organization. Identify key performance indicators and metrics to measure the impact of training on business outcomes.
• Talent Development and Succession Planning: Work towards identifying high-potential employees and design training programs that nurture their skills and capabilities. Contribute to succession planning efforts by identifying future training needs to develop a pipeline of talent.
• Industry and Market Research: Stay updated on industry trends, best practices, and emerging technologies in training and development. Conduct market research to understand competitors’ training strategies and identify opportunities for improvement and innovation.
• Training Budget Management: Collaborate with finance and budgeting teams to develop and manage the training budget, ensuring optimal utilization of resources while delivering high-quality training programs.

Operational

• Training Program Development: Design and develop training programs, curriculum, and learning materials for financial advisors, covering product knowledge, sales techniques, compliance, and customer service.
• Training Delivery and Facilitation: Conduct training sessions for financial advisors, utilizing a variety of training methodologies and techniques to ensure effective learning and engagement.
• Training Calendar and Logistics Management: Develop and manage a training calendar, schedule training sessions, arrange venues, and coordinate logistics for training programs.
• Performance Coaching and Support: Provide coaching and guidance to financial advisors to enhance their sales skills, product knowledge, and customer service abilities.
• Training Evaluation and Reporting: Assess the effectiveness of training programs through evaluations, feedback mechanisms, and performance assessments. Prepare reports on training activities, outcomes, and recommendations for improvement.
• Compliance and Regulatory Training: Ensure financial advisors are well-informed about regulatory requirements, compliance standards, and ethical practices through comprehensive training programs.

Corporate Governance

• Stay updated with industry best practices to ensure compliance with set standards.
• Adherence to the laws and regulations of Kenya, the policies and regulations within the asset management industry and all internal company policies and procedures.
• Ensure compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

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.
• Create personalized development plans that align with your career aspirations and the organization’s objectives.
• Provide the much-needed transformational leadership to meet and surpass the expectations of stakeholders.

Key Competencies

• Training and Development Expertise: Strong knowledge and experience in designing, delivering, and evaluating training programs, utilizing instructional design principles and adult learning methodologies.
• Leadership and Team Management: Ability to lead and manage a training team, providing guidance, support, and professional development opportunities.
• Communication and Presentation: Excellent verbal and written communication skills to effectively convey training content, explain complex concepts, and engage learners.
• Relationship Building: Strong interpersonal skills to build rapport and credibility with Financial Advisors, and stakeholders at all levels.
• Analytical Thinking: Ability to analyze training needs, assess performance gaps, and design targeted interventions to address specific skill requirements.

Qualifications

• Bachelor’s degree in Finance, Business or any other related course
• Certified Trainer Qualification

Relevant Experience

• Minimum 5 years’ experience in a similar role.

Customer Experience Coordinator

Job Ref. No. JLIL192

Role Purpose

The role holder is responsible for coordinating the implementation of all Customer Experience projects and initiatives across the group. The role involves collaborating with various departments to implement data-driven strategies that positively impact the customer’s experience.

Main Responsibilities
Operational

• Drive the implementation of the customer experience strategy to enhance customer satisfaction across the group.
• Monitor and evaluate customer feedback, satisfaction, and loyalty on our products and services.
• Coordinate all customer experience projects and initiatives to ensure success and seamless implementation.
• Track and monitor project/initiatives successes and key learning to continuously improve the delivery of customer experience initiatives.
• Champion the development and consolidation of key customer experience reports such as complaints register, Customer Service training logs etc.
• Ensure 100% compliance of customer experience platforms, systems and processes e.g., CRM.
• Track and monitor service quality and TATs of the all-customer services processes across all touchpoints Collaborate with compliance teams to address regulatory issues and implement necessary controls.
• Design and develop customer satisfaction surveys to measure various touchpoints throughout the customer journey.
• Analyze customer feedback and surveys results to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Work collaboratively with internal teams to develop and implement strategies based on insights from the various customer feedback analysis.
• Conduct research to identify customer experience best practices to be implemented with an aim to improve customer experience standards.

Corporate Governance

• Ensure compliance with relevant regulatory guidelines and industry best practices.
• 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.
• Create personalized development plans that align with your career aspirations and the organization’s objectives.

Key Competencies

• Customer-centric mindset with a focus on continuous improvement.
• Ability to adapt to changing priorities and handle multiple surveys simultaneously.
• Familiarity with statistical analysis for survey results.
• Proficiency in survey design and data analysis tools.
• Project management skills to coordinate survey initiatives.
• Excellent organizational skills to prioritize tasks, manage resources, and meet deadlines.
• Knowledge of customer experience metrics and methodologies.

Qualifications

• Bachelor’s degree in marketing, Business, Data Science, or a related field.

Relevant Experience

• Minimum of 2-3 years’ experience in a similar role.

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 21st December 2023. Only shortlisted candidates will be contacted.