Latest Jobs 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 

Deadline:11th July, 2018.

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

Job Title: Client Retention Manager
Ref No: 1097/NIGE/EU/Client Retention Manager/Nigeria/270618
Location: Nigeria 
Start Date: 2018-06-27
Contract: Permanent
Category: Insurance

Introduction

• This role is individually strategically accountable for Customer Relationship Management in order to maximize Customer Retention, policy renewals and Customer Loyalty across the Life and General business.

Job Specification
Description:

• Manages the daily operations of the Retention team for RMM, Bancassurance and GI retail Business
• Direct and coordinate retention activities of the company
• Plan, coordinate and supervise activities on outbound calls to Customers informing them about the status of their RMM policies and renewable policies
• Develop processes that lead to enhanced cross selling and up selling to our customers
• Manage Customer data for the purpose of policy cross selling.
• Manage the team for performance

Key Result Areas
Business Retention Monitoring:

• Accountable for implementing a process that track and monitor policy retention levers to ensure Customers are retained within the business.
• Ensuring that premium collection methods are optimal, monitoring and enhancing the tracking criteria.
• Taking ownership for retention assumptions in calculation of financial results as well as forecasting during the year
• Plan, Direct and coordinate the daily work flow of customer interaction process (Customer engagement, keep-in touch) from policy inception till renewal.

Building new retention capabilities:

• Finding and implementing new premium collection functions that will assist the Retail Mass Market.
• Accountable for the Implementation of a Customer Retention Loyalty Scheme to maximise potentials for rewarding and retaining customers.

Integration:

• Works with multiple departments to ensure processes adhere to good client retention practices
• Collaborate closely with the Sales, Operations, Finance, Marketing and IT teams in attending to Customers’ complaints and enquiries that arise from renewal retention  

Client Retention strategy:

• Engages with business leaders at both strategic and tactical level on client retention processes.
• Engage with customers on Complaints resolution and policy cancellation requests
• Daily coordinate, supervise all failed premium payments by contacting customers through all the approved available communication options.
• Analyse Retention data, focusing on resolving root causes for an improved RMM persistency ratio through all relevant channels.
• Enhance the process of providing data feedback to all sales teams on premium collection status.
• Develop process improvement initiatives and manage projects that pertain to customer retention
• Analyze reports of findings from customer’s complaints and recommend appropriate measures to minimize reoccurrence of complaints.
• Develop process improvement initiatives and manage projects that pertain to customer retention.

Stakeholder Management:

• Communicates and consults with relevant stakeholders to ensure a significant impact of internal processes on client retention.
• Relationship building – Initiates, maintains and manages relationships with third parties in relation to client retention.
• Generates and anaylses reports on Retention tracking and improvements to Management
• Provides customer analysis to propose avenues for prospective business development initiatives.
• Works closely with business and team heads in the Retail Business

Consulting with business:

• Consult with business Heads to ensure all processes, customer touch points and systems support Customer Retention.
• Provide weekly reports for policy status trends on OIPA and TIA.
• Manages  accounts within an operational budget for Customer Loyalty Scheme

Minimum Requirements
Experience & Skills:

• Bachelor’s degree (as a minimum).
• Minimum of 8 years in a Customer Services role.
• Good knowledge of customer relationship manager system (CRM).
• Experience in a Supervisory role
• Insurance industry experience
• Knowledge of Life Insurance products
• I.T proficiency (good knowledge of MS packages – Word, Excel, PowerPoint)
• Very good communication skills (verbal and written)
• Must have a passion for Sales / Business development
• Very good Presentation skills

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

Job Title: Sales Advisor

Location: Lagos

Job Description

• Oldmutual a multinational insurance company is seeking to hire sales Financial Advisor

Purpose of Role

• Financial Advisor provides clients with specialist advice by recommending the most appropriate products and services available, ensuring that clients are aware of products that best meet their needs.

Responsibilities

• Make cold calls and develops base for a long -term source of clients by using referrals or special group interest to compile list of prospects.
• Develop sales strategies and provide feedback to managers.
• Identifying new leads, perform follow up duties.
• Building and maintaining your client base.
• Advising strategies for clients in insurance coverage, investment planning, cash management and other areas to help them reach financial objectives.
• Implementing financial plans or referring clients to professionals who can help them.

Qualifications/Competencies

• Excellent communication, interpersonal and listening skills.
• Ability to network and establish relationship with clients.
• Negotiation and influencing skills as well as determination and tenacity.
• A minimum of first degree Hnd or B.Sc.
• Little or no experience.
• A good level of numeracy.
• A target driven mindset.
• Selling skills.

Remuneration

• Basic allowance: NGN25, 000 (which is for telephone and transport allowance) and commission on new business and renewals.
• Commission ranges between 5%-25% on each insurance product, also varies depending on the product.
• Provision of HMO
• Non-Life insurance products- Easy to sell product

Method of Application 
Interested and qualified candidates should send their Resume to: oakerele@oldmutualnigeria.com


Note: Only interested candidates should apply