Organisation: UAP Insurance
Duty Station: Kampala, Uganda
Reports to: Managing Director
UAP Holdings Limited is the
pan-African Financial Services
Company with a primary purpose of acting as a holding company for the various
UAP businesses.
The Group’s origins in Kenya date back to the 1920’s when Provincial Insurance
Company of East Africa was incorporated. UAP Group embarked on a multi-phased
restructuring plan in 2006 to shift from a traditional non-life insurance
business to a broad-based Insurance and Financial Services Group. UAP Group has
grown into a Pan-African Financial Services Group with a geographical footprint
in six (6) countries namely Kenya, Uganda, South Sudan, Rwanda, Tanzania and
Democratic Republic of Congo (DRC). The range of services and products have
grown beyond General Insurance to include Life Assurance, Property Investments,
Fund Management and related Financial Services such as insurance premium
financing, financial advisory and securities brokerage.
Job Summary: The
Client Relationship Manager will be responsible for business retention and
profitable growth through full delivery of high quality customer experience and
creation of customer loyalty. He / she will be 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.
Key Duties and
Responsibilities:
- 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 - Regularly
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 ) - Serve
as the main 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 resolution. - Actively
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 - Carries
out service audits and process reviews to identify baseline improvement
targets for Life Business - Measures
Customer Experience performance against baseline targets and delivers
weekly reports to the Managing Director on the performance of Life
business - Significantly
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 - In
charge of 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
Qualifications, Skills and
Experience:
- The
applicant should preferably hold a Bachelor’s Degree from Recognized
University. Possession of any relevant post graduate professional
qualification - A
minimum of five years relevant experience in the management of customer
service in a customer oriented organization. Insurance experience is an
added advantage. - Excellent
spoken and written communication skills - Proven
ability to lead a Team Environment - Computer
skills with Microsoft Office Packages - Ability
to interact at all levels
All candidates who wish to
join the Insurance industry should send their applications via Email with an
undated CV and cover letter to liferecruit@uap.co.ug.
Deadline: 11th April
2015 by 5PM
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