Clarkson Uganda Ltd is searching for a Service Manager, Life & General. The Service Manager, Life & General leads the team in setting, implementing, and improving CIB’s customer service standards. They ensure that relationships with CIB’s Life & General clients are built and managed so that service level agreements are delivered, business is retained, and cross-selling opportunities are grasped.

Design and oversee the administration of regular surveys for Life & General clients to gather feedback on their customer service experience; hold regular meetings with management and relevant teams to discuss customer experience insights and emerging trends.
Define specific SLAs for the core processes in both Life and General insurance (e.g., claim processing time, policy issuance time, etc.) and ensure they are communicated across the team.
Regularly benchmark CIB’s SLAs against competitors and industry standards to ensure they remain competitive and client-focused.
Work with IT and operations teams to identify existing system bottlenecks or gaps in the customer service processes for Life & General Insurance and prioritise system enhancements.
Design and implement a standardised process for managing dissatisfied clients, escalating customer complaints or issues to higher management and resolving issues efficiently to retain customer trust.
Regularly review and map out the client journey to identify key pain points or opportunities for improvement in the Life & General services offered; implement analytics tools to track and analyse client interactions (e.g., call times, claim resolutions, etc.) to understand areas of service that need improvement.
Collaborate with relevant stakeholders to gather essential information and insights that will help customise offerings for clients.