Principal Accountabilities

• Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers’ behalf.
• Promptly receive, acknowledge, and action customer engagements through email, call, text, or social media and ensure seamless interaction with the business.
• Review and refer unresolved customer issues to the responsible departments while tracking resolution and feedback to customers.
• Document all customer engagements and complaints, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design, and provide voice of customer in decision-making.
• Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers.
• Explore opportunities to collect and update customer contact information, collect any premium in arrears, and notify customers of benefits due. 

Qualifications

• Bachelor’s degree in business-related or analytics field.
• 2+ years’ experience within the industry with specific exposure to retail life operations.
• Progress in professional insurance qualifications – CII/AIIK/LOMA is an added advantage.

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Duties and Responsibilities

• With Team Leader’s support achieve set branch recruitment and manpower target of Financial Advisors, build and nurture them to help them grow in the sales career and income.
• Meet set branch production targets through effective planning.
• Maintain high branch productivity through team motivation and guidance.
• Oversee weekly market planning and field accompaniment plans for the branch.
• Develop and open new schemes / markets for FAs to work in
• Working with the Training and Development team, ensure scheduled training sessions are attended by the team.
• Grow and develop sales unit leaders in line with company objectives.
• Manage Team Leaders performance review and where necessary institute
• measures to increase leader productivity and effectiveness.
• Plan and preside over weekly team meetings.
• Provide reports to management as required.

Skills required:

• Excellent sales and negotiation skills.
• The ability to motivate and lead a team.
• Entrepreneurial skills and enthusiasm.
• Excellent communication and ‘people skills’
• Good planning and organizational skills.
• The ability to work with minimum supervision.

Ideal candidate:

• Age 35 and above
• Leadership experience in insurance desired
• Minimum education qualification: Degree
• Minimum 5 years’ sales leadership experience in insurance desired

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