Client Service Team Lead (Life & Retail Mass Market) at Old Mutual Nigeria

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

We are recruiting to fill the position below:

Job Title: Client Service Team Lead (Life & Retail Mass Market)

Ref: 1098/NIGE/EU/Client Service Team Lead (Life & Retail Mass Market)/Nigeria/270618
Location: Nigeria
Start Date: 2018-06-27
Contract: Permanent
Offer: Market Related

Introduction

• This role is individually accountable for managing the Customer Service Team for the Life business in order to maximize productivity and customer satisfaction.

Job Specification
Description:

• Manages the Life business daily operational Customer Service Team.
• Manages the Customer services functions in the Retail Mass Market team
• Responsible for the daily work flow and volumes within specific functional area.
• Delivers, maintains and enhances service / work standards and work quality within a given process.
• Carries out quality assurance checks / monitoring of service delivery in all Life  offices to ensure service standard compliance
• Manages some accounts within an operational budget.
• Works closely with the Client Retention team to ensure policy retention of the Retail business transactions

Key Result Areas
Operational Delivery:

• Manages daily operational (client service and or administrative) delivery within specific functional area.
• Accountable for technical decision making within a specific functional area.
• Could take accountability for the implementation of a strand of an operational project.
• Extensive experience in day to day management.
• Advice Management on daily / monthly Customer experience using the approved customer metric standards.

Team Effectiveness:

• Individually accountable for customer/client service delivery through efforts of others.
• Accountable for others' time, task and output quality.
• Balances own priorities with directing and motivating others.
• Plans and assigns work over the applicable period.
• Guides and directs staff to achieve operational excellence standards.
• Creates a climate for optimal performance.
• Manages performance.
• Selects potential staff to sustain customer/client service delivery.
• Responsible for day-to-day feedback and review of performance.
• Coaches and mentors staff.

Quality Assurance:

• Delivers, maintains and enhances service / work standards and work quality within a given process.
• Ensures daily processing complies with all appropriate product and legislative rules and requirements.
• Develops and maintains procedural documentation.
• Ensures that the quality of Service delivery to customers conforms to agreed service level standards.
• Ensure customers are well informed about their policies and available products.

Relationship Building:

• Establishes and maintains relationships with internal stakeholders.
• Builds and manages external relationships.
• Manage Customer Complaints.
• Enhance Customer / Broker relationship management.

Qualifications and Experience

• A first degree or its equivalent
• Relevant work experience in customer services
• Experience in a technical operations department
• Excellent communication skills (verbal and written)
• Supervisory experience is necessary
• Very good interpersonal skills
• Good knowledge of MS packages (Word, Excel etc.)
• Relationship Management skills 

Application Closing Date
11th July, 2018.

Method of Application
Interested and qualified candidates should:
Click here to apply online