Client Service Team Lead (Life & Retail Mass Market)

Old Mutual Nigeria - (See More Jobs)

June 28, 2018
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Old Mutual Nigeria is recruiting for contract Client Service Team Lead (Life & Retail Mass Market).

Job Details

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


  • 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

  • Descriptor
  • 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.

Job Requirements

Min Required Experience:

Not Specified

Min Qualification:

Not Specified

Desired Courses:

Not Specified

Other Requirements:

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:
Use link to apply online

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