Latest Openings at Jubilee Insurance

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Assistant Manager – Customer Experience

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 analysing 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 centre, and call centre teams to deliver exceptional service, enhancing overall customer experience.

Main Responsibilities
Strategy

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

Relationship Manager – Unit Linked

Job Ref. No: JLIL191

Role Purpose

The role holder is responsible for driving business growth i.e., within the Unit Linked products, identifying new opportunities, and fostering client relationships. This role focuses on expanding the organization’s market presence, increasing revenue, and achieving business development targets in full compliance with the laid down procedures and guidelines as set out in the operations manuals. The role holder also plays a crucial role in managing relationships with Intermediaries (Bank partners, Brokers and Agents).

Main Responsibilities
Strategy

• Implement the strategic business development plan to expand the organization’s market presence within the unit linked products sector.
• Identify and evaluate new business opportunities, including potential partnerships, mergers, or acquisitions to enhance the organization’s capabilities and market positioning.
• Conduct market analysis and stay updated on industry trends, competitor activities, and regulatory changes to identify strategic opportunities and potential risks.
• Monitor industry developments, regulatory changes, and emerging trends affecting retail pensions.
• Provide insights and recommendations to senior management on product development, pricing strategies, and market positioning.

Operational

• Marketing & Branding:
  • Prepare and disseminate materials essential to facilitate onboarding of clients.
  • Implement training of bank employees.
  • Promote the Jubilee Life brand to ensure it is top of mind to intermediaries.
• Client Acquisition and Relationship Management:
  • Identify and engage potential unit linked product clients.
  • Build and maintain strong relationships with key clients, understanding their needs and providing tailored solutions.
  • Conduct client presentations, negotiations, and proposal development to secure new business opportunities.
  • Collaborate with internal stakeholders to ensure seamless onboarding of new clients and effective handover to the account management team.
• Business Growth and Revenue Generation:
  • Develop and implement strategies to achieve business development targets and revenue growth.
  • Identify cross-selling and upselling opportunities within existing client portfolios.
  • Collaborate with product development teams to identify and develop new offerings that align with client needs.
  • Monitor sales performance, track progress against targets, and provide regular reports to management.
• Relationship Management with Intermediaries and Partners:
  • Develop and maintain relationships with intermediaries, brokers, and strategic partners.
  • Collaborate with intermediaries to identify joint business opportunities and develop mutually beneficial partnerships.
  • Provide training, support, and marketing materials to intermediaries to promote the organization’s unit linked products and services.
• Proposal Development and Contract Negotiation:
  • Prepare and present compelling proposals and business cases to potential clients.
  • Negotiate terms and conditions, pricing, and contractual agreements to secure new business.
  • Collaborate with legal and compliance teams to ensure contracts adhere to regulatory requirements and internal policies.

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.
• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
• Compliance: Stay updated with insurance regulations and underwriting 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.

Leadership & Culture

• Fostering a corporate culture that promotes ethical practices and good retail 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

• Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
• Communication: Strong verbal and written communication skills to interact with customers and agents effectively.
• Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
• Active Listening: Ability to listen attentively to customers and understand their needs.
• Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.

Qualifications

• Bachelor’s degree in Insurance, Finance, Business or any other related course.
• Diploma in Insurance will be an added advantage.

Relevant Experience

• Minimum 1-2 years’ experience in a similar role.
• Experience in effectively resolving customer inquiries and complaints.
• Familiarity with insurance or financial products and services is advantageous

Customer Experience Officer

Job Ref. No: JAML017

Role Purpose The role holder interacts with all customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.

Main Responsibilities
Operational

• Greet and welcome clients visiting the office, providing a warm and friendly environment.
• Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
• Interacting with the clients as the first point of contact between the company and the customers at service center.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Identifying and escalating complex customer issues to the appropriate departments for resolution.
• Collaborating with team members and other departments to resolve customer problems effectively.
• Contributing to team effort by accomplishing related results as needed.
• Listen to clients’ inquiries, concerns, and requests, and provide accurate and timely responses.
• Assist clients with unit trust-related questions, claims inquiries, and general unit trust servicing.
• Process unit trust changes, endorsements, and cancellations accurately and efficiently.
• Update client information and unit trust details in the database.
• Build and maintain strong relationships with clients, fostering trust and loyalty.
• Identify and address client needs, offering suitable solutions and assistance.
• Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
• Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
• Handle client correspondence via email, mail, or other communication channels.
• Investigate and resolve client complaints or issues promptly and effectively.
• Escalate complex or unresolved issues to the appropriate departments for further action.
• Keep detailed records of client interactions, inquiries, and issue resolutions.

Corporate Governance

• Compliance: Stay updated with industry best practices to ensure compliance with industry 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.
• Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

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

• Customer service and complaint resolution.
• Product and service knowledge.
• Database management and record keeping.
• Communication and interpersonal skills.
• Problem-solving and decision-making.
• Analytical skills for data analysis and reporting.
• Unit trust interpretation and communication

 Qualifications

• Bachelor’s degree in Business, Marketing or any other related course

 Relevant Experience

• Minimum 1-2 years’ experience in a similar role.
• Experience in effectively resolving customer inquiries and complaints.
• Familiarity with asset management or financial products and services is advantageous

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 19th February 2024. Only shortlisted candidates will be contacted