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Assistant Manager - Client Retention, Healthcare Division
Nairobi
• Kenya
Closed for applications
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Britam
Business Operations Assistant
Nairobi
• Kenya
Closed for applications
Profession (Banking, microfinance, insurance)
Accounting, finance, banking, insurance,Administrative, clerical,Business, strategic management,Customer support, client care,Engineering, architecture,Information technology, software development, data,Legal,Media, communications, languages,Medical, health,Project, program management,Sales, marketing, promotion,Security,Skilled, manual labor,Sports, beauty, wellbeing,
Industry (Business, strategic management)
Aeronautics,Agriculture, fishing, forestry,Banking, microfinance, insurance,Computers, software development and services,Consulting, business support, auditing,Data/Research,Education, academic,Electronics,Energy, utilities, environment,Finance & FinTech,Financial Services,Health care, medical,Housekeeping, maintenance,Manufacturing,Non-profit, social work,Outsourcing, leasing,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Business, strategic management, Banking, microfinance, insurance)
© Fuzu Ltd
Madison Insurance Group
Banking + 2 more
Description
Experience and Knowledge Required
Academic and Professional Qualifications required
- At least 3 years’ supervisory/managerial experience in a busy healthcare insurance environment
- Demonstrated knowledge of managing client service operations
- Demonstrate good understanding of healthcare insurance business operations
- Addressing operational concerns and issues, monitoring overall customer satisfaction
- Demonstrated experience engaging clients and intermediaries at high level, and negotiating renewal terms
- Demonstrated understanding of market dynamics in healthcare insurance industry
- A degree in Business Administration/Marketing/Insurance/Operations or equivalent
- ACII or AIIK or CIM qualifications or good progress
Responsibilities
- Develop and continuously monitor measures to support service delivery to ensure delivery of the service charter of the company and the Service Level Agreements in place
- Develop mechanisms for client engagement and feedback to achieve Customer Service Index targets for the Healthcare business
- Oversee, and support the retention team and ensure renewal of the existing clients as per the set targets by managing the customer journey culminating to renewal
- Maintaining strong working business relationships with Intermediaries, Clients, all departments and all business stakeholders
- Monitor the implementation of the customer retention benchmarks for all clients to ensure 100% execution including member education, scheme performance reviews
- Collaborate with clients and other teams to design and implement innovative solutions that meet client needs and enhance value proposition in service delivery
- Constant engagement with clients on scope of cover, processes, scheme performance, health talks, service meetings, renewal meetings and drive solutions to maintain overall performance within set business parameters
- Ensure timely debt collection, receipting and allocation as per the company Credit Policy in collaboration with Credit control team
- Ensure compliance with all insurance regulations and company’s policies and procedures
- Mentor and guide the client retention team to support their learning and growth
- Accurate and timely reporting of client feedback, needs and other client management reports
- Any other duties assigned by management from time to time
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