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.