Requirements • Bachelors’ degree in a business related field
• Diploma in Customer Services Management/Insurance Professional qualification – IIK Diploma/LOMA/ACII
• At least 6 years’ experience in a business development/customer service/Client Relationship management role preferably in the financial services industry.
· Deliver trademark service for the entire Pensions and Group Risk customer portfolio working with the various internal and external stakeholders (customers, agents, brokers) to accurately position the ICEA LION brand image, its products and espouse its values as expressed in the service charter and service level agreements.
· Contribute to top-line targets through delivery of cross-sell and up-sell targets.
· Actively participate in the refresh and drive the delivery of the customer value proposition, constantly championing the customer and ensuring any challenges to exemplary service are identified and addressed.
· Develop working relationships with key account owners and managers to ensure business retention and renewal while gathering market intelligence that allows ICEA LION Life offer a compelling and competitive customer value proposition.
· Implement a sound customer engagement and retention strategy that ensures customer satisfaction and that realizes the set upsell and cross-sell goals
· Apply an effective differentiated service supported by a 360-degree view of the customer, data driven customer segmentation strategy and accurate customer data
· Receive and resolve customer feedback and complaints and properly document them while drawing clear initiatives to ensure non-recurrence of negative feedback and complaints
· Create cordial intra and inter-departmental working relationships that allow for seamless exceptional customer experience
· Research on, identify and champion opportunities that would transform customer experience through product, service, technology or strategy
· Develop regular and exception reports that support accountability, decision-making and inform strategy formulation