Minet Careers

Purpose for the Job

The CX Manager is a customer-facing role focused on operational excellence that aligns to our Service promise and ultimately translates into an exceptional customer experience.  The purpose of the role is to deliver a superior customer experience by driving operational excellence that aims at customer value, satisfaction, loyalty and, ultimately Retention.  The successful candidate will be responsible for the development, performance, and maintenance of the customer experience for the retail division.

Duties and Responsiblities

• Face and voice of our clients both internally and externally.
• Ability to identify pain points, provide solutions and recognize opportunities for growth and revenue generation.
• Taking ownership of customer issues and following problems through to resolution.
• Problem solving and solution implementation.
• Setting a clear mission and deploying strategies focused towards that mission.
• Keep accurate records and document customer service actions and discussions.
• Analyze customer data and compile accurate reports.
• Development of measurable customer service strategies.

Key Result Areas

• Ability to keep the Minet promise, by creating engaged customers and facilitating retention and organic growth evidenced by increased customer satisfaction and loyalty.
• Launch and monitor key CX Metrics and share analytics from the data to help spur improvement through root cause analysis and corrective action planning. These metrics include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Customer Churn, Customer Retention etc.

Key Competencies

• Providing customer service support through working knowledge of customer service software, databases and tools.
• Experience in data analysis and reporting. Provide actionable insights from research done and data received from the different metrics.
• Ability to develop Service Level Agreements, tracking and compliance of the same to drive quality assurance.
• Implementation of customer relationship management tools and systems to provide efficient and seamless customer joueys.
• Creating and conducting training and development programs for both inteal and exteal customers.
• Leveraging on customer feedback to inform enhancements of existing solutions and development of new solutions to drive customer satisfaction and retention.
• Experience leading change and inspiring teams with an exciting future vision.

Knowledge And Skills Required

• A passion for excellence with respect to treating and caring for customers and a commitment to customer satisfaction with a pleasant, patient and friendly attitude.
• Excellent customer relationship management
• Development of an end-to-end customer complaints and management process to ensure timely resolution across the various customer service touchpoints.
• Ability to centralize customer service operations including collaborating with cross functional teams for seamless execution.
• Continuous employee engagement through e leaing initiatives to drive a customer centric culture.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Proficiency in English – written and spoken.
• Awareness of industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

Professional and Academic Qualifications

• University degree or equivalent. An MBA will be an added advantage.
• Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.
• A background in insurance as well as other customer service-related certification(s) will be an added advantage.

Purpose for the Job

To head the regional unit composed of several counties clustered together, linking Minet and all members covered under the Managed Medical Care medical schemes, ensuring that Service Providers in the region provide adequate service, to the satisfaction of both the member and the client.

Duties and Responsiblities

Managerial Roles and Responsibilities:

• Leadership and management support to the regional staff.
• Effective management of county scheme operations.
• Build strong working relationships with key regional stakeholders.
• Develop strong partnerships with medical service providers in the region.

Operational Roles and Responsibilities:

• Manage the regional office administration function through the administrative assistant.
• Coach, train and mentor regional staff on scheme operations, case management and customer service.
• Ensure case management compliance via care managers.
• Case management for high-cost service providers in the region with an aim of managing costs.
• Resolve issues escalated by the care managers, training coordinators and customer service representatives in their counties.
• Proactively identify cost saving measures as well as analyze high-cost claims in conformance with the authorization and verify and identify possible overcharging, unnecessary expenditure and errors and to rectify such occurrences.
• Communicate relevant information to the member, including but not limited to scheme rules, benefit structure and alternative treatment options.
• Prepare monthly management reports on activities within the region; customer service, service provider relations, case management, training, communication, personnel issues, positive highlights and challenges faced.

Any other duty as may be assigned by the supervisor

Key Result Areas

• Customer Service
• Policy guidance
• Care options information
• Discount negotiations/Cost Control
• The ability to motivate and inspire the team to action
• Medical guideline orientation

Key Competencies

• Stakeholder Management
• Case management
• Benefit coordination
• Conflict resolution

Knowledge And Skills Required

• Communication skills
• Detail oriented
• Interpersonal skills
• Negotiations skills
• Leadership skills

Professional and Academic Qualifications

• Degree preferably in a Health-related course e.g. Health Systems Management
• Certificate of proficiency (COP) in Insurance

Purpose for the Job

The job holder is primarily responsible for identifying potential leads, participate in the tendering process, and attending to requests for proposals. The position will also entail developing strong and stable relationships, attend to quotations and negotiate with underwriters and clients to ensure growth of the portfolio and retention of existing clients to achieve set budgets which are aligned to the company’s strategic plan.

Duties and Responsiblities

Operational Excellence

• Generate new business in line with agreed individual targets
• Identify, target and build new relationships with existing and potential clients for revenue growth.
• Develop a credible pipeline of prospective clients and growth strategies that facilitate achievement of monthly and annual targets.
• Clearly articulate value propositions for segments and industries for existing and prospective clients.
• Identify, target, and penetrate niche markets and create awareness of Insurance products within the market.
• Preparation of competent proposals, quotations and presentations to prospective clients
• Work closely with the retention team to ensure smooth customer service during onboarding.
• Understand client needs and be able to tailor solutions to address them.
• Participate in product development and creation of marketing collaterals to support targeted value propositions.
• Participate in development of various products distribution channels.
• Develop a calendar for marketing campaigns.
• Provide weekly and monthly production reports.
• Ensure premium for the business introduced is collected.

Key Result Areas

The accountability areas are as follows:

• New business generation.
• Business retention.
• Debt management.

Key Competencies

Knowledge And Skills Required

• 7 years working experience in general insurance.
• Organizational and analytical skills.
• Interpersonal and communication skills.
• Persuasion skills.
• Flexibility and adaptability skills.
• Data analysis skills.

Professional and Academic Qualifications

Academic and Professional Qualifications

• Bachelor’s degree in business.
• Diploma in ACII/AIIK.

Purpose for the Job

The Assistant Manager - Business Development & Retention, International Business is responsible for servicing existing international private medical business both corporate and individual and ensuring growth of the portfolio by generating new business.

Duties and Responsiblities

New Business:

• Meet the unit’s annual target in brokerage income for new business.
• Develop business growth strategies to help drive revenue growth.
• Manage the sales process and develop a credible pipeline to ensure delivery of the revenue targets.
• Demonstrate broking excellence and thorough knowledge of our IPMI offerings to clients.
• Provide consultancy to clients and aid the client in making a decision.

Renewals and Organic Growth:

• Retention rate for all renewals (existing clients) to be at 100%.
• Qualitative broking and understanding client requirements prior to renewal.
• Effective client relationship management.

Administration:

• Responsible for the prompt administration of policies.
• Collection of premiums, managing the receipting process, and credit control.
• Servicing of existing/new clients.

Key Competencies

Personal Attributes:

• Analytical skills.
• Attention to detail.
• Good negotiation and networking skills.
• Positive attitude, self-motivated, self-driven and able to work with minimal supervision.
• Passionate, confident, energetic, and proactive.
• Good interpersonal and communication skills.
• Flexibility and adaptability.

Knowledge And Skills Required

• 3 years relevant experience in a similar position in the IPMI industry.
• Experience in IPMI sales & service management with a proven track record.

Professional and Academic Qualifications

• Bachelor’s Degree in a Business-related field.
• Diploma in Insurance - AIIK or ACII.

Purpose for the Job

• To support the clinical functions in the division by reviewing all preauthorization requests with the relevant medical teams, engaging with Medical Officers within medical facilities for any disputed cases, and supervising Quality Assurance of the medical functions (Pre-authorization and Claims) with a view to enhanced Customer Experience.

Duties and Responsiblities
Operational Roles and Responsibilities

• To adhere to the set protocols and matrix of management of preauthorization requests.
• Ensure next level management of disputed medical cases – i.e. communication to the satisfaction of the member.
• Supervise the Quality Assurance team that provides oversight over the Preauthorization and Claims functions.
• Thought Leadership through insightful articles.
• Preparation of adequate packages and price lists for service provider contracts.
• Continuous training and upskilling of the pre-authorization and claims personnel within the division.
• Any other duties as may be assigned by the supervisor.

Key Result Areas
The accountability areas are as follows:

• Positive Customer Experience
• Enhanced Quality of Service
• Policy guidance
• Care options information
• Discount negotiations/Cost Control

Key Competencies

• Benefit coordination
• Conflict resolution

Knowledge And Skills Required

• At least 5 years’ experience in relevant field
• Communication skills
• Detail oriented
• Interpersonal skills
• Negotiations skills
• Leadership skills

Professional and Academic Qualifications

• Bachelor of Medicine and Bachelor of Surgery
• A Masters degree in a medical field
• Registration with the KMDPB

Purpose for the Job

• To review all inbound and outbound calls from the Call Centre with the aim of picking out relevant issues raised through the call centre, providing resolution mechanisms, identifying call trends, reviewing call data, and sharing management reports on the same.

Duties and Responsiblities

• Monitoring and evaluating call centre agent performance and proposing corrective action where necessary.
• Answering agent questions regarding best practice or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analysing data to assist management determine call centre performance.
• Working with Call Centre supervisors and management team members to support agents and maximize customer satisfaction.
• Listening in to Agent calls and making recommendations on areas of improvement.
• Making outbound calls to members on any disputed cases and reasons for this.
• Any other duty as may be assigned by the supervisor.

Key Competencies

• Experience in manning a contact centre.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Strong understanding of company products, policies, and services.

Knowledge And Skills Required

• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Professional and Academic Qualifications

• Degree in related field
• 5 years Call centre experience with 2 in a supervisory role
• Diploma or Degree in Clinical Medicine or Nursing will be an added advantage

Purpose for the Job

To grow the affinity business by generating new business lines including Motor, Medical, Life, Pensions, Professional Indemnity, Personal Accident, Home Insurance, and other relevant products for affinities, using the available affinity distribution methods within the Retail and SME strategy.

Duties and Responsiblities

• To drive business growth through the creation of new affinities in various platforms.
• To develop and implement strategies for affinity business through the creation of new opportunities for business acquisition, retention, customer service, and operations.
• Implement effective distribution channels and pricing strategy for new affinities.
• Prepare and implement the affinity budget.
• Develop mechanisms for measuring performance across different products and different affinities.
• Lead innovation and product development of different affinity solutions.
• Maintain close working relationships with key stakeholders to ensure better relationships.
• Develop effective debt management strategy for affinities.
• Drive distribution of affinity sales through digital channels.
• Meet affinity set sales target.
• Submit the monthly sales reports & sales pipeline.

Key Result Areas

The accountability areas are as follows:-

• Create effective affinity distribution models for diverse products.
• Meet 100% annual affinity budget.
• Ensure 100% retention of affinity business.
• 100% conformity to operational guidelines.
• 90% adoption of digital processes.
• Customer service satisfaction index of 95% and above for affinity clients.
• Growth of affinity solutions and bundled products.

Key Competencies

• Excellent communication and problem-solving skills.
• Product knowledge - Adequate knowledge and understanding of general insurance products.
• Quality - Demonstrates accuracy and thoroughness.
• Customer service - Respond promptly to customer needs.
• Able to work and lead a team to achieve commitment.
• Be a person of integrity. 

Knowledge And Skills Required

• Five (5) years of experience in a supervisory position in the insurance or financial services industry.
• Understanding and experience in creating affinities.
• Experience in business development and retention.
• A proven track record of sales performance against set targets.
• Healthy knowledge of IT solutions and systems.

Professional and Academic Qualifications

The job holder must possess:

• A bachelor’s degree in a business-related field.
• Diploma in Insurance (ACII) or AIIK is an added advantage. 

Purpose for the Job

Develop Retail and SME business growth strategies to achieve growth in revenue. Generate new business through various product lines including Motor, Medical, Life, Pensions, Professional Indemnity, Personal Accident, Home Insurance, and other relevant products for individuals, affinities and SMEs using diverse distribution methods.  Lead the digital sales, direct sales, and affinity sales teams.

Duties and Responsiblities

• Affinity creation and sales, direct sales, cross-marketing, and development of other alternative sales channels.
• Grow new business in line with the divisional budgets.
• Lead & supervise the Business Development team to attain individual sales targets.
• Develop innovative product distribution models including affinity and digital sales models.
• Identify new markets and partnerships for the growth of SME business.
• Develop a credible pipeline of prospective clients and growth strategies with focus on the achievement of individual and team monthly and annual targets.
• Coordinate marketing activities in liaison with the Marketing Division to ensure brand visibility and sales conversion.
• Ensure new businesses meet the KYC documentation threshold and the company’s credit control policy requirements.
• Conduct market surveys to identify customer needs and preferences that can influence responsive product development.
• Regularly benchmark industry products to identify the ones that offer better value to our clients.
• Develop customized insurance-based solutions with an understanding of clients’ needs.
• Maintain close working relationships with the Insurers.
• Develop process flows for new digital applications.
• Ensure a smooth customer service journey for the digital channels.
• Develop digital sales strategies to increase customer acquisition and revenue.

Key Result Areas

• 100% new business budget attainment.
• 80% growth of new business for Retail & SME.
• Ensure 80% of new business is derived through digital sales assets.
• Enhance at least 15 features of the existing digital assets.

Key Competencies

• Positive attitude, self-driven, and able to work under minimal supervision.
• Good negotiation and networking skills.
• Passionate, confident, energetic, and proactive.
• Organizational and analytical skills.
• Interpersonal and communication skills.

Knowledge And Skills Required

• Five (5) years of relevant experience with demonstrated
• success in a similar position, within the insurance industry.
• Experience in managing a sales team.
• A proven track record of sales performance against set targets.
• Healthy knowledge of IT solutions and systems.

Professional and Academic Qualifications

• Bachelor’s Degree in a business-related field.
• Diploma in Insurance (AIIK) or ACII. 

Purpose for the Job

To grow Retail and SME business by generating new business lines in all Retail Insurance Lines including Motor, Medical, Life, Pensions, SME, GI, and Home Insurance using the available Digital Solutions and other distribution lines within the Retail & SME Division.

Duties and Responsiblities

• Generate business growth through various platforms.
• Generate a prospect list for the Retail & SME.
• Ensure new business won meets the KYC documentation threshold.
• Ensure new business won is in line with the cash and carry policy/credit authorization.
• Maintain close working relationships with the Insurers.
• Grow the existing Retail business by 30% through digital sales solutions.
• Meet individual sales targets.
• Submit monthly sales reports & sales pipeline to the Head of Business Development.
• Any other duties as assigned by the supervisor.

Key Result Areas

• At least 80% growth of new business for Retail & SME.
• At least 30% of new business through digital sales assets.

Key Competencies

• Excellent communication skills.
• Systematic reasoning - Recognizes and clarifies problems.
• Product Knowledge - Fair knowledge and understanding of general insurance products.
• Quality - Demonstrates accuracy and thoroughness.
• Customer Service - Responds promptly to customer needs.
• Teamwork - Able to work in a team set up to achieve team commitments.
• Be a person of integrity.

Knowledge And Skills Required

• Two (2) years of sales experience in the Insurance/Financial Sector or FMCG.
• Experience in business development and retention.
• A proven track record of sales performance against set targets.
• Healthy knowledge of IT solutions and systems.

Professional and Academic Qualifications

The job holder must possess:

• A bachelor’s degree in a business-related field.
• Diploma in Insurance (ACII) / AIIK or Certificate of Proficiency (COP) in Insurance will be an added advantage.