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Manager – Customer Excellence
Job Ref. No: JHIL103
Role Purpose
Leading and implementing strategies to enhance the customer experience, drive customer satisfaction, and improve overall service quality within Jubilee Health Insurance Limited. This role plays a crucial part in creating a customer-centric culture and ensuring the company delivers exceptional service to its customers.
Main Responsibilities
Strategic
- Create a comprehensive strategy that places the customer at the centre of all activities and processes within Jubilee Health Insurance which should aim to improve customer satisfaction, retention, and loyalty.
- Develop strategies to offer personalized experiences for customers and leverage digital platforms, mobile applications, and self-service options to provide seamless and convenient experiences for customers.
- Establish and communicate clear customer service standards, guidelines, and best practices for consistent service excellence.
- Lead and oversee initiatives aimed at improving customer service processes, workflows, and overall experience.
- Map and analyse the end-to-end customer journey to identify pain points, gaps, and opportunities for improvement.
Operational
- Monitor and ensure the quality of customer interactions across various touchpoints, including calls, emails, online platforms, and in-person interactions.
- Analyze customer feedback, complaints, surveys, and sentiment to gain insights into customer preferences, pain points, and areas for improvement.
- Establish key performance indicators (KPIs) to track customer satisfaction levels. Develop methodologies to measure and analyze customer feedback, including surveys, Net Promoter Score (NPS), and other relevant metrics. Use these insights to drive improvements in service delivery.
- Collaborate with various departments, such as claims, underwriting, marketing, and operations, to ensure a consistent and seamless customer experience.
- Utilize data analytics and market research to gain insights into customer behavior, preferences, and trends to inform decision-making.
- Implement effective procedures for handling and resolving customer complaints and issues, ensuring timely andnsatisfactory outcomes.
- Develop strategies and protocols for effective service recovery, ensuring that customers who have had negative experiences are engaged and retained.
- Communicate customer experience strategies, initiatives, and outcomes to senior management, stakeholders, and internal teams.
- Lead efforts to innovate and create customer-centric solutions that differentiate the organization in the market.
Corporate Governance
- Stay updated on relevant laws, regulations, and industry standards that pertain to customer interactions and data privacy in the health insurance sector.
- Identify and assess potential risks associated with customer interactions, service delivery, and data management.
- Implement risk mitigation strategies and controls to minimize risks, such as data breaches, customer complaints, or legal issues.
- Establish and maintain internal control mechanisms to monitor and evaluate the effectiveness of customer excellence practices, policies, and procedures.
- Provide regular reports and updates to the board of directors or executive management on key customer excellence initiatives, performance metrics, and compliance with relevant governance requirements.
- Develop and deliver training programs to enhance employee awareness of corporate governance requirements, ethical standards, and regulatory compliance related to customer interactions.
Leadership & Culture
- Provide training, leadership, direction, and guidance to the customer excellence team, promoting a collaborative and results-driven environment.
- Serve as a role model for exceptional customer service and professionalism. Demonstrate a positive attitude, effective communication, and empathy in interactions with customers and colleagues.
- Support the professional growth and development of team members within the Customer Excellence Team. Provide coaching, mentorship, and guidance to help them enhance their customer service skills and knowledge. Foster a collaborative and inclusive work environment.
- Assist in setting clear performance expectations and goals for the team. Provide regular feedback, conduct performance evaluations, and recognize outstanding performance. Address performance issues proactively and provide support to help team members improve.
- Assist in driving change initiatives within the Customer Excellence Team and the broader organization. Help team members adapt to changes and foster a culture of agility and continuous improvement.
Key Competencies
- Strong leadership skills with the ability to inspire and motivate cross-functional teams.
- Excellent strategic thinking and problem-solving abilities.
- Exceptional interpersonal and communication skills to engage with stakeholders at all levels.
- Proven track record in implementing successful customer experience strategies.
- Strong analytical skills to gather and interpret customer data and insights.
- Results-oriented mindset with a focus on continuous improvement.
- Ability to navigate and drive change in a complex organizational environment.
- Deep understanding of insurance industry dynamics and customer needs.
- Strong customer advocacy and empathy.
Qualifications
- A bachelor’s degree in business administration, marketing, or a related field is typically required for this role.
- Certification in customer experience or marketing
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Relevant Experience
- 8+ years in customer experience, customer service, or related field
- Proven track record of designing and implementing successful customer experience strategies
Dedicated Financial Advisors – Nairobi
Job Ref. No: JAML005
Role Purpose
To provide Professional Investment Advisory services to our clients within the retail segment. The successful candidate will be responsible for sourcing, retaining, and growing a client base by implementing financial planning solutions in line with the client’s needs. The role holder will be required to be up to date with macro-economic trends, market developments as well as monitoring corporate actions of listed companies.
Main duties and responsibilities:
- Meeting clients to understand their financial objectives by selling & cross selling of all JAML Investment products and services.
- Managing, maintaining and building new and existing client relationships.
- Preparing and presenting proposals to existing and potential clients
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
- Participate in specific product campaigns by ensuring that the products are explained to customers.
- Adhering to compliance, operational procedures, and practice management standards.
- Assists clients grow their investment portfolios by giving them the right advice on where to invest the money for maximum return while reducing risk.
- Asks clients pertinent questions to understand their financial goals to advise them correctly on what investment options to take.
- Complies with all regulatory requirements in offering advice to clients to avoid penalties from regulators.
- Consistently achieving the allocated sales targets.
Key Competencies
- Prospecting skills
- Personal Branding & Good communication skills
- Social Selling & Negotiation skills
- Virtual Selling Skills
- Relationship management and networking skills
- Able to plan and manage time effectively
- Strong negotiation skills are required.
- Ability to understand economic and financial trends is a requirement.
- Ability to work under pressure.
Qualifications
- Bachelor’s degree/Diploma in relevant field
- Investment industry knowledge (added advantage)
Relevant Experience
- Minimum of 1 year work experience in the Financial Services industry in a Sales role in a Bank or in the Asset/wealth Management and Investment space.
Dedicated Financial Advisors – Eldoret
Job Ref. No: JAML005
Role Purpose
To provide Professional Investment Advisory services to our clients within the retail segment. The successful candidate will be responsible for sourcing, retaining, and growing a client base by implementing financial planning solutions in line with the client’s needs. The role holder will be required to be up to date with macro-economic trends, market developments as well as monitoring corporate actions of listed companies.
Main duties and responsibilities:
- Meeting clients to understand their financial objectives by selling & cross selling of all JAML Investment products and services.
- Managing, maintaining and building new and existing client relationships.
- Preparing and presenting proposals to existing and potential clients
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
- Participate in specific product campaigns by ensuring that the products are explained to customers.
- Adhering to compliance, operational procedures, and practice management standards.
- Assists clients grow their investment portfolios by giving them the right advice on where to invest the money for maximum return while reducing risk.
- Asks clients pertinent questions to understand their financial goals to advise them correctly on what investment options to take.
- Complies with all regulatory requirements in offering advice to clients to avoid penalties from regulators.
- Consistently achieving the allocated sales targets.
Key Competencies
- Prospecting skills
- Personal Branding & Good communication skills
- Social Selling & Negotiation skills
- Virtual Selling Skills
- Relationship management and networking skills
- Able to plan and manage time effectively
- Strong negotiation skills are required.
- Ability to understand economic and financial trends is a requirement.
- Ability to work under pressure.
Qualifications
- Bachelor’s degree/Diploma in relevant field
- Investment industry knowledge (added advantage)
Relevant Experience
- Minimum of 1 year work experience in the Financial Services industry in a Sales role in a Bank or in the Asset/wealth Management and Investment space.
Dedicated Financial Advisors – Mombasa
Job Ref. No: JAML005
Role Purpose
To provide Professional Investment Advisory services to our clients within the retail segment. The successful candidate will be responsible for sourcing, retaining, and growing a client base by implementing financial planning solutions in line with the client’s needs. The role holder will be required to be up to date with macro-economic trends, market developments as well as monitoring corporate actions of listed companies.
Main duties and responsibilities:
- Meeting clients to understand their financial objectives by selling & cross selling of all JAML Investment products and services.
- Managing, maintaining and building new and existing client relationships.
- Preparing and presenting proposals to existing and potential clients
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
- Participate in specific product campaigns by ensuring that the products are explained to customers.
- Adhering to compliance, operational procedures, and practice management standards.
- Assists clients grow their investment portfolios by giving them the right advice on where to invest the money for maximum return while reducing risk.
- Asks clients pertinent questions to understand their financial goals to advise them correctly on what investment options to take.
- Complies with all regulatory requirements in offering advice to clients to avoid penalties from regulators.
- Consistently achieving the allocated sales targets.
Key Competencies
- Prospecting skills
- Personal Branding & Good communication skills
- Social Selling & Negotiation skills
- Virtual Selling Skills
- Relationship management and networking skills
- Able to plan and manage time effectively
- Strong negotiation skills are required.
- Ability to understand economic and financial trends is a requirement.
- Ability to work under pressure.
Qualifications
- Bachelor’s degree/Diploma in relevant field
- Investment industry knowledge (added advantage)
Relevant Experience
- Minimum of 1 year work experience in the Financial Services industry in a Sales role in a Bank or in the Asset/wealth Management and Investment space.
Independent Financial Advisors (IFA)
Job Ref. No: JAML003
Role Purpose
To provide Professional Investment Advisory services to our clients within the Retail, High Net worth & Institutional segments. The successful candidate will be responsible for sourcing, retaining, and growing a client base by implementing financial planning solutions in line with the client’s needs. The role holder will be required to be up to date with macro-economic trends, market developments as well as monitoring corporate actions of listed companies.
Main duties and responsibilities:
- Meeting clients to understand their financial objectives by selling & cross selling of all JAML Investment products and services.
- Managing, maintaining and building new and existing client relationships.
- Preparing and presenting proposals to existing and potential clients
- Provide direct sales support (quality lead generation and effective follow-up) to generate and convert quality leads into sales.
- Participate in specific product campaigns by ensuring that the products are explained to customers.
- Adhering to compliance, operational procedures, and practice management standards.
- Assists clients grow their investment portfolios by giving them the right advice on where to invest the money for maximum returns while reducing risk.
- Complies with all regulatory requirements in offering advice to clients to avoid penalties from regulators.
- Consistently achieving the allocated sales targets.
Key Competencies
- Prospecting skills
- Personal Branding & Good communication skills
- Social Selling & Negotiation skills
- Virtual Selling Skills
- Able to work independently and deliver results without supervision.
- Relationship management and networking skills
- Able to plan and manage time effectively
- Strong negotiation skills are required.
- Ability to understand economic and financial trends is a requirement.
Qualifications
- Bachelor’s Degree/Diploma/Certificate in relevant field.
- Any Professional Certificate in Insurance or Investments will be an added advantage.
- Investment industry knowledge Mandatory.
Relevant Experience
- Minimum of 3 years’ sales experience in the Financial Services industry selling investment products or Insurance products.