Description

Customer Experience Manager Job, Latest Customer Service Jobs,
Job Reference Number: HRJIC597,
Role Purpose
Oversee the Jubilee Life customer service function and ensure the Company delivers the highest level of
customer service possible. Also, ensuring the implementation of the Jubilee Life customer service value
proposition.

Main Responsibilities

Financial Controls

  • Take the lead role in strategy formulation for the customer service department and determine the key
    strategic direction and objectives of the customer support department.
  • Communicate industry trends to team members/hold regular sessions with team members, keeping them
    abreast.
  • Ensures that customer support activities deliver measurable and significant value to the businesses and
    meet customer retention targets.
  • Drive necessary changes for the improvement of operational and organizational efficiency of the customer
    support team.
  • Measure the effectiveness of all customer engagement approaches and initiatives, primarily through
    conducting consumer surveys
  • Coordinate the activities of all the customer touch points
  • Review the complaints register, doing a root cause analysis that will inform service improvement
  • Ensure strict adherence to agreed Turn Around Times on all customer requests
  • Support product development to ensure they meet customer needs
  • Supporting, training and developing staff, and managing succession within the customer service section
  • Ensuring supportive relationship is maintained between the Retail Life & Pension Division and the other
    units of the business to achieve synergies and quality delivery of service
  • Provide regular reports on all customer touchpoints and complaints management
  • Ensuring Full compliance to customer related regulatory requirements including Treating Customers
    Fairly, Data Protection and Anti Money Laundering laws
  • Motivating and keeping staff morale high to achieve the agreed performance targets

Key Competencies

  •  Visionary Leadership
  • Entrepreneurial Spirit
  • Market Awareness
  • Customer Focus
  • Continuous Innovation
  • Ownership & Commitment
  •  Team Spirit

Functional Skills

  • Excellent communication, interpersonal, customer care and presentation skills
  •  Problem solving skills
  •  Technical competence in insurance Business strategy formulation
  •  Business planning and implementation
  •  Change management
  •  Basic knowledge of regulations by AKI and IRA

Qualifications

  • Bachelor’s degree, preferably in a business-related field
  • ACII or AIIK

Relevant Experience

  • Minimum of 6 years’ relevant experience in a similar position of which 3 of those years are at a
    supervisory level

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 10th December 2020.