Head, Customer Service at American International Insurance Company (AIICO) Insurance Plc

American International Insurance Company (AIICO) Insurance Plc. is a Life Assurance Company which commenced operations in Nigeria in 1963. AIICO insurance plc is the leading player in the industry with the largest and most profitable agency network in Nigeria. It has acquired the highest quality of learning systems and processes.

We are recruiting to fill the position below:

Job Title: Head, Customer Service

Location: Lagos, Nigeria

Job Description

• The role is responsible for assessing the scope, causes, complexity and loss amount as well as determining our legal obligation to indemnify a claim.
• In the process, the role is expected to conduct on-site loss inspections and negotiate directly with our clients regarding all cover and liability issues and potential loss-minimization measures that benefit all concerned.
• The role is also expected to work hand in hand with our underwriters and client managers, advising clients on legal and technical matters.
• The role requires advanced mental efforts and one is expected to initiate and influence, set direction and display a deep understanding and foresight on strategic business issues. It also requires a strong understanding of the applications, principles, concepts, systems and practices of the job content. The job holder should be able to operate in largely self-directed manners and serve as a leader/coach.
• This is the point where the company expects a significantly high standard of customer service and handling as this is the crux of the company’s business.
• You will be responsible for developing and implementing customer service strategies, processes, and procedures to ensure that the organization provides excellent customer service and meets its customer satisfaction goals.
• You will also manage a team of customer service representatives and oversee their training, performance, and development.

Functions & Responsibilities

• Ensure customers are treated fairly and that the customers receive excellent service in accordance with industry and company guidelines.
• Deliver quality customer service by responding swiftly to queries and concerns from internal and external clients.
• 3Empower team members and support other teams to deliver high-quality service across a major part of the business.
• Works with colleagues to define the standards and quality of service and ensures that these are clearly and promptly communicated to team members.
• Ensuring compliance with various Service Levels Agreements (SLAs) by monitoring timely issuance and delivery of policy documents.
• Keep customers appropriately informed on the progress of their claims and use the claims settlement process as a marketing tool.
• Handling Fraud and misrepresentation complaints from customers.
• Used effectively the CRM and other applications to proffer solutions to customers’ requests.
• Implementing of CX Journey Mapping for business needs, identifying customer pain points and implementing intervention goals.
• Analysis of CX Survey and Agent survey on a Monthly basis reporting to the Management.
• Manages links amongst multiple projects and anticipates the impact of the project’s outcome on all concerned.
• Motivate, Inspire & lead assigned Team; providing mentoring and training as a cornerstone of career development.
• Any other additional tasks that may be assigned as required by the business.

Qualifications

• Bachelor's Degree in Business, Administration, Social Science or a related field.
• At least five years of related industry experience is required, with prior management experience compulsory.

Skills / Competence Requirements:

• Ability to analyze data and make data-driven decisions
• Strong leadership, communication, and interpersonal skills in the insurance industry.
• Experience with customer service software and technology.
• Demonstrated ability to manage a team and achieve results.
• Excellent problem-solving and conflict-resolution skills.
• Persuasive Speaking Skills.
• Time management skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.

Application Closing Date
Not Specified.