Operations Department

Transcription

1 Page: 1 of 4 JOB DESCRIPTION JOB TITLE JOB HOLDER REPORTING TO: CLIENT RELATIONSHIP MANAGER MANAGING DIRECTOR DIVISION/DEPARTMENT LEVEL 1. JOB PURPOSE LIFE BUSINESS - OPERATIONS If applicable GRADE The position exists to ensure business retention and profitable growth through full delivery of high quality customer experience and creation of customer loyalty. The position is directly responsible for ensuring the highest degree of service delivery and developing strategies to help deliver the world s best customer experience to the operations department while achieving the overall company objectives. 2. PRINCIPAL ACCOUNTABILITIES. Timely and effective resolution of customers concerns, issues and ensuring that all customer calls and or cases are properly received, logged and tracked until resolution. Ensure that calls and or cases are resolved within the targeted company SLA Interact with Customers, Suppliers, Intermediaries and all Stakeholders in a Senior Management capacity to resolve issues, retain business and build long term relationships. Responsible for documenting and communicating Life Business Customer requirements with internal teams and ensure they are followed and action taken. Ensure that the Operations departments SLA is communicated to all the intercompany departments and continuously adhered to and maintains effective working relationships within company departments (Finance, Sales, Marketing, Compliance & Audit ) Primary point of escalation for critical and or time sensitive customer issues from intermediaries to direct customers. Engage internal and external resources to resolve critical issues by keeping log of all customer concerns and follow through to

2 Page: 2 of 4 resolution. Monitor Customer Service Performance Index and works with the department, company and staff to continuously improve Life Business customer service delivery and develop and maintain the highest level of customer satisfaction to ensure company objectives and customer expectations are aligned. Visits Brokers, Franchise Agents, Tied Agents, Direct Clients, Suppliers and Branches periodically with the focus of building and maintaining strong working relationships with Intermediaries and ensuring Life business is meeting customer needs from a support and services delivery perspective. Responsible for developing and implementing customer satisfaction surveys for the department and across the company in line with Customer Service Index requirements Conducts service audits and process reviews to identify baseline improvement targets for Life l Business. Measures Customer Experience performance against baseline targets and delivers weekly reports to the Managing Director on the performance of Life business Contribute to the development and review of the business plan and implement strategic objectives of the department to ensure continued business growth and profitability Provide strong leadership by developing an effective and motivated team and ensure that training program is implemented to enable delivery of superior service to customers Cash Generation - Through positive relationships with the brokers, the manager will assist the underwriters in enforcing cash and carry of premiums and premium debt collections. Embrace the CRM and Generate weekly report on customer experience to the Managing Director to assist in streamlining service delivery

3 Page: 3 of 4 3. DIMENSIONS Unit Measures And Impact: Financial Measures And Impact: Target revenue - Value of Assets In charge - Budget: Expense budget Revenue budget People Impact And Numbers: Direct Reports : - Indirect Reports: - 4. RELATIONSHIPS(*** Need Have An Org. Chart Showing Reporting Relationships) REPORTING TO: The Managing Director REPORTING TO JOB HOLDER: Underwriting, Business Development, Public Relations and Claims Staff. OTHER CONTACTS: Within The Company: All s and Associate Companies Outside The Company: Direct Clients, Brokers and Agents Insurance Companies Reinsurance Brokers/Reinsurers Uganda Insurers Association Insurance Regulatory Authority Insurance Institute of Uganda

4 Page: 4 of 4 5. KNOWLEDGE AND EXPERIENCE. Qualifications: Bachelor s Degree from Recognized University Any relevant post graduate professional Qualification Experience: Minimum of 5 years relevant experience in the management of customer service in a customer oriented organization. Insurance experience is an added advantage. 6. SKILLS AND COMPETENCIES. Good spoken and written communication skills Demonstrated ability to lead a Team Environment Strong Skills with Microsoft Office Packages Ability to interact at all levels 10. KEY RESULT AREAS & PERFORMANCE INDICATORS The manager will assist the Company on attain it customer service Strategy by: Ensuring Corporate Documents issuance within 7 days Acknowledge customer Complaints and concerns within 24 hours Ensure the Company renewal notices are sent to customers at least within 6 weeks to renewal date to ensure achievement of 90% Renewal Retention ratio Cultivating and building profitable long-term relationships with all stakeholders in the Ugandan insurance industry Improve process efficiency to deliver customer service as outlined in the Customer Service Charter Training, mentoring and coaching of staff to maintain highly motivated, competent and customer oriented team Regularly visit and maintain intermediary and client long term relationship Ensure that premiums are paid as per the credit control policy

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