Purpose for the Job
Manage and ensure high standards of broking, customer service and relationship management, client retention, operational efficiencies, & credit control at a senior level.
Duties and Responsiblities
MANAGERIAL ROLES AND RESPONSIBILITIES
Client Retention
Oversee the client retention team and ensure 100% renewal of existing clients by managing the overall client journey culminating to renewal.
Drive and provide leadership on client service excellence.
Develop mechanisms of client engagement and feedback.
Support the customer relationship team in the delivery of their objectives.
Identify and internalize each client’s unique needs and tailor make appropriate solutions for them.
Provide professional advice to clients ensuring they are aware of the risks they face, emerging risks, risk transfer models available and relevant industry developments.
Ensure accuracy and conformance of policy documents and contracts issued.
Demonstrate model behavior and lead teams to develop client specific strategies and associated tactics to drive client value.
Promote Innovation and value proposition in service delivery.
Operations
Supervise the Operations unit that includes Underwriting, Membership and Data analytics teams.
Resolve difficult queries and situations that touch on client experience in relations to operations.
Develop new solutions that meet the needs of the business and work closely with the development team to ensure closure of project items.
Manage and review Service Level Agreements with Insurers to ensure client value, objectives and turnaround times are met.
Provide leadership on automation of the operations functions by using digital tools wherever possible and applicable.
Credit Control
Oversee the credit control team and ensure timely debt collection, receipting and allocation.
Review credit control processes for efficiency in meeting company objectives.
Ensure collaboration between the Retention and Operations teams on the credit control function.
OPERATIONAL EXCELLENCE
Develop and implement strategies for the Customer service, Operations and Credit control units.
Foster development and execution of a common vision and provide a unified approach to serving the customer across the various functions.
Deepen and strengthen relationships with clients.
Develop a strong understanding of clients business and drive high-level strategic plans and objectives.
Meet clients on consistent basis and demonstrate CR leadership by providing technical advice; resolving problems; disseminating advisories, and new developments.
Determine customer service requirements by maintaining contact with clients; visiting their operational environments; conducting surveys; forming focus groups; benchmarking best practice; analyzing data.
Manage tracking and reporting of performance to ensure accountability and quality of deliverables.
Ensure that the customer relations team continually develops its market knowledge and best practice.
Effectively address client satisfaction and escalation issues until resolved.
Optimize costs for each client, providing them with value for money.
Identify cross-sell and up-sell opportunities across the current client base and bring new business opportunities to the business.
Act as a lead in providing an integrated approach across the business, ensuring that client needs are communicated effectively to all internal resources.
Provide strong & relevant coaching in the customer experience, operations, and credit control field.
Develop strong relationships with underwriters and conduct regular reviews of their performance.
Facilitate and execute internal audits for quality control purposes.
Ensure compliance with ISO and other company policies.
Key Result Areas
The accountability areas are as follows;
100% client retention.
Business growth.
Quality service, customer engagement and satisfaction.
Operational excellence.
Timely collections.
Compliance to policies and processes.
Knowledge And Skills Required
Deep knowledge of health care insurance business.
Good people management skills.
Analytical skills.
Strong negotiation skills.
Proficiency in use of digital tools.
Minimum 5 years related work experience, 3 of which should be in a senior position in Insurance industry.
Professional and Academic Qualifications
A bachelor’s degree in insurance, business discipline or equivalent.
Diploma in insurance.
Master’s degree is an added advantage.
Apply via :
hr.minet.co.ke
