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/270618Location: Nigeria Start Date: 2018-06-27 Contract: PermanentOffer: Market RelatedIntroductionThis role is individually accountable for managing the Customer Service Team for the Life business in order to maximize productivity and customer satisfaction.Job SpecificationDescriptorManages the Life business daily operational Customer Service Team.Manages the Customer services functions in the Retail Mass Market teamResponsible 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 complianceManages some accounts within an operational budget.Works closely with the Client Retention team to ensure policy retention of the Retail business transactionsKey Result AreasOperational 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. 

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