Position: PRINCIPLE INSURANCE OFFICER & CUSTOMER EXPERIENCE MANAGER.
Deadline: 28 Feb 2018.
Date posted: 11 Feb 2018.
Location:Dar es Salaam.
Description:
Role and Objective
- 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