The Ugandan Jobline

• 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

• 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

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