This role
aims to drive excellent customer experience at every stage of the customer
journey following registration to improve customer engagement and retention
This role
is also expected to manage our regulatory engagement with the Tanzanian
Insurance Regulatory Authority
An
ability to work with other departments to resolve issues will be critical
The role
will report directly to the General Manager
Responsibilities
Design
and manage an effective customer engagement strategy that ensures an excellent
and consistent multi-channel post sales experience
Resolve
customer complaints and enquiries quickly through all channels, working with
other departments as necessary to provide long term solutions
Carry out
robust consumer understanding to monitor customer satisfaction across the
customer journey, and to improve product and service experience
Manage an
effective claims process for fast claims approval and payment while monitoring
rejections to manage customer complaints and improve product design or claims
experience
Develop a
hospital network to improve the claims experience and investigation
Manage
statutory submissions and approvals with TIRA (Tanzania Insurance Regulatory Authority) according to deadlines, and
coordinate and lead product approval and other discussions
Expertise & Experience
Bachelor Degree or Advanced Diploma in Insurance and Risk Management
Not less
than (3) years working experience in an insurance company
Strong
experience in customer service, preferably with a large company with customer
care track record
Engagement
and understanding of the Tanzanian mass market consumer
Excellent
people management skills and experience
Robust
quantitative and qualitative analytical skills
Experience
in mobile technologies and digital products is an advantage
Experience
of managing regulatory affairs and stakeholder management
Fluent in English and Swahili both spoken and written