NCBA Group Senior Manager, Customer Experience & Operations Jobs in Kenya

NCBA Group Senior Manager, Customer Experience & Operations Jobs in Kenya

Job Purpose Statement

Responsible for formulating & implementing the customer and claims strategy for the bancassurance
business in line with the set out corporate objectives. The incumbent will be required to come up with strategies, processes, procedure & initiatives that will position bancassurance as a distinguished brand known for excellent customer experience.

Key Accountabilities (Duties and Responsibilities)

Financial

Develop & ensure adherence to the bancassurance service charter in keeping with the NCBA group customer service Charter.

Ensure operational risk frameworks, standards and risk principles are adopted by the unit

Ensure that quality management systems conform to the requirements of the international, local and regulatory standards

Drive the promotion of excellent customer service throughout the bancassurance business.

Provide relevant accurate and timeous reporting to senior management and respective collaborative units e.g Asset finance & business solutions.

Internal business processes

Develop a robust claims management process to ensure all claims are closed within set TATs

Implement a comprehensive queries & complaints management process managed within CRM and that is compliant to set turnaround times.

Oversee the implementation of technology solutions throughout the organization and the overall technology solutions champion

Manage contracts and relations with customers, vendors, partners and other stakeholders in relation to claims management & customer service
Customer

Oversee customer excellence touch points e.g. customer service desks, branch support and ensure that the agency’s set CSI targets are achieved, manage and maintain key stakeholder relationships-e.g. Insurers, garages, loss assessors, IRA.

Responsible for development & improvement &

deployment of customer journeys across different sections of the business.

People Management and Growth

Mentor and motivate teams to achieve productivity and engagement objective by Career development through coaching, mentoring, job rotation & developmental projects

Ensure succession plans are in place for key roles within the assigned unit.

Ensure that you and the team achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.

Ensure self and team’s compliance with the leave policy on block leave and minimum carry over. Leave Carry fwd. 6 days and compliance with 2 weeks continuous leave regulation.

Ideal Job Specifications

Academic Qualifications:

University degree (Preference given to a Business related degree or B.Com Insurance)

Master’s degree in business management (as an added advantage)

Professional Qualifications:

Diploma in Insurance or its equivalent

Certificate of Proficiency in Insurance and/or other insurance qualification

Work Experience:

Minimum of 5 years’ experience in Bancassurance or insurance industry

Operations experience, leadership experience and relationship management experience

How to Apply

For more information and job application details, see; NCBA Group Senior Manager, Customer Experience & Operations Jobs in Kenya

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