• Application Deadline: Sun, 16 Apr 2023 00:00:00 GMT
• Position: Unit Head, Policy Renewal Unit


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 6 years


• Location Lagos


• Job Field Human Resources / HR 
  

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 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.