Responsibilities

Direct and coordinate retention activities of the company
Direct and coordinate customer interaction process (keep-in touch) from policy inception till renewal
Plan, direct, coordinate and supervise activities of call center representatives engaged in calling and informing customers about the status of their renewable policies
Generate schedule of call data for call center... representatives
Act as a feedback mechanism from customers regarding service received from the organization.
Analyze reports of findings from customer’s complaints and recommend appropriate measures to minimize reoccurrence of complaints.
Develop and maintain a comprehensive customer calls logging database
Generate ideas and implement material that will lead to increased customer retention
Work closely with the Sales, Operations, Finance, Marketing and IT teams in attending to customers’ complaints and enquiries that arise from renewal process
Attend group meetings and maintain regular reports.
Train, supervise, review and monitor staff activities for sake of development and improvement.
Handle the more technical calls
Implement process, task improvement and ensure that processes are well organized.
Ensure that company regulations and procedures are adhered to at all time by staff members.
Ensure that Professionalism and etiquette are observed by Unit Staff members at all times
Ensure generation of weekly reports to the Group head.
Develop process improvement initiatives and manage projects that pertain to customer retention.
Developing processes that lead to enhanced cross selling and up selling to our customers

Job Requirements

Education:

B.Sc Degree in any discipline.

Experience:

Good Knowledge of the Insurance Industry
A Minimum of 6 years’ experience in a Contact / Call Centre environment
Managerial / Leadership experience. more

Overview of the Role

Partner with business units to assess short and long-term HR needs and provide strategic HR support to ensure that business objectives are met
Facilitate the implementation of various initiatives from HR centre of expertise – Resourcing, Performance Management, Compensation & Benefits and Employee
Relations to ensure effective delivery of HR solution across business... lines.
Serve as the primary interface between HC and the business units

Responsibilities

Identify recruitment needs, strategic competencies and forecast critical skills requirement.
Partner with talent management to implement recruitment plans to hire/fill vacant positions in area of coverage
Providing performance management guidance to line management (e.g., coaching, counselling, and career development)
Coordinate grievance/disciplinary issues in area of coverage
Facilitate effective implementation of career management initiatives
Implement planned visitation to branches for on the spot assessment of business situations and HR issues.
Ensure new hires meet specific target performance level and proper documentation prior to confirmation
Mediate and resolve employee relations issues; conduct thorough and objective investigations when necessary
Consult and offer advice and drive improvements within your partnered teams.
Provides guidance and input on department structure, workforce planning and succession planning for a rapidly growing team.
Maintain awareness of the culture, plans, financial position, and competition of the business units under the HR purview.
Maintain in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance, consulting with Legal where necessary.
Collaborate with colleagues in the human resources department to develop policies, programs, and solutions
Analyze data trends and metrics to inform business decisions
Find ways to build morale, improve workplace relationships, and boost productivity and retention. ▪ Coordinate staff exit process in area of coverage

Education

Bachelor’s Degree
Professional Qualification (e.g., CIPM)
A relevant postgraduate degree would be an added advantage
Any other relevant professional certification would be an added advantage

Experience

At least 7 years of relevant experience in multiple HR disciplines, including performance management, recruitment and employee relations
Demonstrable experience in leading the development of strategic business plans
Consulting experience is desirable, not essential more