Deadline of this Job: 14 October 2022
Job Purpose:

The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.

Key responsibilities

• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures

As described in your Personal Score Card.

Knowledge, experience and qualifications required

• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies

• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills

Deadline of this Job: 21 October 2022
Job Purpose:

Reporting to the Head Of SMEs & Alternate Channels, the role holder will be responsible for developing assigned channel(s), growing regional presence  & diversifying product portfolio to provide sales related support to the assigned distribution channel(s) and direct business with an aim of growing the revenue and number of customers within the emerging consumer segment.

Key responsibilities:

• Sourcing of business opportunities for EMC business.
• Manage relationships with clients, intermediaries and partners.
• Participate in conducting market intelligence and initiate proactive and reactive business growth and retention initiatives. 
• Assist Head of SMEs & Alternate Channels to gather marketing intelligence and statistics to facilitate development of strategies to give the company a competitive advantage in Micro insurance space. 
• Participate in product development lifecycle.
• Follow up on incentives for channels to ensure they are correctly processed and paid on time.
• Adhere to sales tools uptake and usage for channel growth, reporting and management.
• Diversify emerging consumers product portfolio to meet risk protection & investment needs of target consumer segments.
• Create and manage and retain winning partnerships with key product delivery stakeholders.
• Manages relationships with the channel clients and intermediaries. 
• Manage sales costs to ensure profitability.
• Ensure the credit policy for the company is adhered to.
• Ensure retention of clients, intermediaries and partners as per segment targets
• Perform any other duties as may be assigned from time to time.

Key Performance Measures:

• Drive increase in number of customers as a channel Channel leader.
• Drive increase in number of EMC intermediaries at assigned channel.
• Drive increase in number of regional sales and growth.
• Manage retention of clients in books for business sustainability.
• Drive increase in EMC top-line sales in a profitable manner as per set targets.

Knowledge, experience and qualifications required:

• Bachelors’ degree in a business related field.
• Professional qualification in Insurance (ACII, AIIK) an added advantage.
• COP Compliant is an added advantage.
• At least one year experience in the financials sector and an added advantage in the insurance industry and in sales and business development position.
• Leadership category responsibility framework (Core Competencies)

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.

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