Job Ref. No. JHIL056
Position: Assistant Manager, Customer
Experience
Jubilee Insurance was
established in August 1937, as the first locally incorporated Insurance Company
based in Mombasa. Jubilee Insurance has spread its sphere of influence
throughout the region to become the largest Composite insurer in East Africa,
handling Life, Pensions, General and Medical Insurance. Today, Jubilee is the
number one insurer in East Africa with over 450,000 clients. Jubilee Insurance
has a network of offices in Kenya, Uganda, Tanzania, Burundi and Mauritius. It
is the only ISO certified insurance group listed on the three East Africa stock
exchanges – The Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange
and Uganda Securities Exchange. Its regional offices are highly rated on
leadership, quality and risk management and have been awarded an AA-in Kenya
and Uganda, and an A+ in Tanzania. For more information, visit www.JubileeInsurance.com
We currently have an exciting career opportunity for an Assistant Manager, Customer Experience within Jubilee Health Insurance Limited. The position holder will report to the Digital Transformation and Customer Experience Manager and will be based at Head Office in Nairobi.
Role Purpose
The job holder will ensure
excellence in Customer Experience for the business. Oversee and innovate to
continuously improve on Customer experience initiatives in the business.
Improve customer satisfaction levels/matrices and sustain brand loyalty and
customer retention. Ensure the success of all customer service initiatives and
processes to attain a world class customer experience and standards.
Main Responsibilities
- Provide
Leadership and Management to the customer experience operations teams
(contact center, service center, etc.).
- Ensure
full adherence to the business requirement such as workforce management,
adherence to schedule etc.
- Oversee
adherence to the customer experience standards and procedures manuals for
all customer touchpoints.
- Create
and maintain an annual CX training calendar and conduct regular training
for customer experience functions.
- Champion
the development and consolidation of key customer experience reports such
as complaints register, Customer Service training logs etc.
- Ensure
customer complaints and issues are promptly and effectively resolved
within the agreed TATs
- Conduct
service and complaint analysis to identify areas of continuous improvement.
- 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
- Coordinate
and facilitate customer experience feedback activities such as surveys: –
surveys, customer focus group activities.
- Preparation
of VOC reports on customer satisfaction across all customer touchpoints.
- Deliver
high level and accurate reporting for all customer experience key
processes and touchpoints.
- Preparation
of daily/weekly reports and dashboards.
- Drive
process reviews and gap analysis to identify gaps and offer
recommendations and business insights.
- Continuously
map and improve on customer profiles and customer journeys across the
business.
- Develop
innovative and creative solutions for service differentiation.
- Develop
and continually enhance a comprehensive customer experience strategy in
line with the overall company’s strategy.
Functional Skills
- Presentation/reporting
skills
- Analytical
skills
- Business
planning and tracking
- Problem
solving skills
- Project
management
Key Competencies
- Customer
service management experience
- Market
Awareness
- Continuous
Innovation
- Ownership
& Commitment
- Team
Spirit
Qualifications
- University
Degree from an institution recognized by the Commission for Higher
Education (business, marketing, commerce, insurance, economics)
- Customer
Experience training and certifications are an added advantage
- Proficient
in the use of Microsoft office suite and packages
- CRM
and Power BI experience
Relevant Experience
- 5
years of work experience in an insurance customer service environment
- 2
years team leadership experience
- Knowledge
in regulations governing the insurance industry
How to Apply
If you are qualified and
seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job
Reference Number and Position by 16th January 2023
Only shortlisted
candidates will be contacted.
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