Customer Service Careers – Client Relationship Manager at UAP Insurance

Organisation: UAP Insurance
Duty Station: Kampala, Uganda
Reports to: Managing Director
About US:
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
  • 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
  • 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
  • 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
  • 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
  • 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
  • The
    applicant should preferably hold a Bachelor’s Degree from Recognized
    University. Possession of any relevant post graduate professional
  • 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
How to Apply:
All candidates who wish to
join the Insurance industry should send their applications via Email with an
undated CV and cover letter to
Deadline: 11th April
2015 by 5PM
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