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Bancassurance Direct Sales Representative
Key Responsibilities
- Sales and support of insurance at the branch level which entails cross-selling insurance products, consumer awareness/ customers’ sensitization initiatives, processing insurance transactions within defined terms and conditions, supporting clients with claims advise and documentation.
- Work closely with the branch management team to ensure the branch meets the set targets on insurance business.
- Provide advisory services to credit department/ branch on relevant insurance policies for businesses/ clients accessing credit facilities from the branch.
- Work closely with Branch Manager and Credit team and design strategies to leverage the existing clientele and expand the wallet share by selling insurance products hence deepening relationships and driving revenue growth.
- Identify and leverage potential business opportunities and marketing initiatives at the branch/region and seek necessary support from the Regional or Marketing Heads to actualize these into revenues.
- Ensuring premium is collected as per the laid down procedures on all claims being reported to the claims department.
- Provide technical guidance and claims management support to clients and Branches.
- Ensure timely submission of claim documents and other requisite documents to Claims department.
- Ensure clients whose claims are being processed are kept abreast on progress of their claims.
- Participate in regional meetings and offer valuable ideas contributing towards the growth of business.
JOB REQUIREMENTS
- Degree from a recognized university in Any Field.
- Must have a minimum Mean grade of C+ in K.C.S.E with a C+ in Mathematics and C+ English.
- Professional Qualifications in Certificate /Diploma/ Higher Diploma in Insurance, Marketing and Fellow of the Life Management Association (FLMI)
- Good planning and organization skills with the ability to deliver effectively under strict deadlines.
- Excellent communication, presentation, and customer service skills.
- Excellent data management skills and proficiency in the use of MS Office software applications
- Accuracy and attention to detail.
- Co-operative, assertive and able to work independently and offer effective solutions.
- Ability to develop working relationships with a wide range of internal and external partners.
- Good knowledge of general insurance products and working knowledge of life insurance.
- Responsible, reliable, has leadership skills and business acumen to spot opportunities readily.
- A creative, proactive, passionate, and innovative individual with a passion for excellent results.
- Results oriented and self-driven with a proven performance track record.
To be considered, your application must have:
- A copy of your ID.
- Degree certificate.
- KCSE certificate.
- Birth certificate (of self).
Manager, Contact Center Operations
Key Responsibilities
- Work with the leadership team to develop and implement strategic plans for the centre.
- Monitor and analyze key performance indicators (KPIs) and all operational performance reports to identify opportunities for improvement.
- Build and develop workforce management processes, and collaboration to deliver desired workforce results and align workforce capacity and capability with business strategies while enhancing operational efficiency.
- Develop and implement service improvement initiatives and processes for the business from Customer feedback obtained from Contact Centre to optimize the Divisions operations.
- Oversee the preparation of workforce performance and staffing requirements analysis for continuous quality and productivity improvement.
- Ensure that the Contact Centre is leveraging on the latest technology in the market by leading and involvement in projects within Customer Excellence and KCB Bank Group.
- Ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class contact Center.
- Ensure Contact Centre Services are adhered to, to maintain high level performance of the service and support teams.
Daily Responsibilities
- Overseeing daily operations: Ensure that the Contact Center is running smoothly and efficiently by tracking and monitoring daily Service Levels, operational performance reports and taking requisite actions to meet set service targets.
- Planning and forecasting: Develop and maintain the centre’s staffing plan and forecast to ensure that resources are aligned with demand.
- Analysis of top customer pain points and craft action plans to reduce/eradicate them.
- System/technology management: Daily monitoring and reporting of systems issues and any other incidences affecting operations at the centre while taking requisite actions to mitigate.
- Managing Resources: Manage the contact centre OPEX budget, control costs, and make recommendations for cost-saving measures.
Challenges:
- System downtimes and unplanned absences.
Academic and Professional Qualification:
Education
- Bachelor’s Degree Any Business-Related Field
Professional Qualification
- Contact Centre Operations Management or Related Field
- Master’s Degree Business Related Field
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Experience:
- 6 years Total number of years in the same role
- 5 years Contact Centre Operations Experience
- 3 years Leadership