Our Client is the largest composite Insurer in East Africa, with offices spread in Kenya, Tanzania, Uganda, and Mauritius. Their strong portfolio includes Life, Pensions, General and Medical Insurance. They have more than 500,000 clients across the region, and are listed in the 3 core East African countries, which is a strong testimony of their solid financial foundation. Over the years, they have continued to win excellence awards in various categories, including company of the year award, Claim settlement Life award, Fraud detection and protection award, and Human Resources Company of the year award, among others. To support their continued growth within the region, they are seeking to fill some senior positions in Kenya and Uganda, and we are thus hunting for exceptional talent in the following roles: The Opportunities: This is a Senior Position, reporting to the Chief Executive Officer, and will be based at the Head Office in Nairobi, Kenya.
Role Purpose
1. To develop and implement Customer Service Strategies making sure the company achieves superior customer experience, satisfaction and retention.
2. Manage the end to end customer experience ensuring that proper support and guidance is offered to the customers in order to achieve exceptional customer satisfaction and retention.
Some Key Deliverables Include
In Co-ordination with the CEO, set customer experience policies and strategies.
Establish KPI’s and TAT’s that set the standard for customer experience in insurance in East Africa with strong monitoring tools and processes in coordination with Heads of Department and I.T functions.
Establish best in market closing and retention levels for retail clients across all distribution channels.
Establish and implement systems to measure, monitor and control customer service standards across all lines of business so as to establish clear, measurable and consistent KPI’s that can be implemented group-wide. Lead a best practice High level Customer Service team, covering all complaints, service and sales related complaints, working to agreed service levels and reporting requirements so that customers are dealt with courteously through all mediums: phone, correspondence and face to face.
Drive customer service quality results through analysis and re-designing of processes; establishing and communicating service metrics; monitoring and implementing relevant changes.
Grow customer base through digital technology; social media tools
Design and implement a communication framework that ensures that the customer service strategy is effectively cascaded to all stakeholders, employees and embedded in delivery of all services.
Ensure effective Call Centre management to support smooth business operations The Person
Minimum 1st Bachelor’s Degree holder in a business related field, supported by other relevant professional qualifications, with a minimum of 5 years’ experience in Customer Service Management preferably in FMCG or Telecoms, at senior level.
Knowledge of the insurance industry is an added advantage Experience
Must be very well experienced in call centre management and CRM implementation
Greatly exposed to budgeting processes
Should demonstrate involvement in Business Strategic planning at senior level
Should be energised and driven by desire to deliver best quality service Skills & Abilities
Strives to start things, get ahead and get results as quickly as possible
Should be a strategic thinker, who is tech savvy , and in touch with the latest on-line and digital marketing strategies
Should be an inclusive Leader who has an Extroverted interest in people.
Is positive, typical optimist when dealing with people with ability to see the positive side of most situations and circumstances.
Is seldom satisfied with the current state of things and is always looking for ways to change and improve current methods and results systems
Is Meticulous and precise with an innate dynamism to solve problems
Motivated by diversity, change and variety of situations an people
How to Apply
If you believe you are a great fit for this profile, and you have a strong desire to take on a new career challenge, then we would be pleased to hear from you.
Please send your application and CV to service@lafayette-resources.com
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