Unit Head, Policy Renewal Unit at Cornerstone Insurance PLC

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.