Careers at Jubilee Insurance

Job Ref. No. JHL036

Role Purpose

The role holder will be responsible for championing and driving Jubilee’s Group Customer Experience (CX) strategy across all entities and markets. The role is central to embedding customer centricity as a cultural and strategic imperative focused on transforming how Jubilee delivers value to its customers at every touchpoint. The incumbent will lead the transformation journey toward a “One Jubilee” experience, ensuring world-class service standards, consistent delivery across regions, and the realization of Jubilee’s vision of customer obsession. This includes driving market intelligence, insight-led decision-making, and innovation that crystalizes Jubilee’s unique customer experience proposition.

Main Responsibilities
Strategy:

• Develop and implement a Group-wide customer experience strategy aligned with Jubilee’s goals and values.
• Define the vision and long-term objectives for customer experience improvement across all markets.
• Collaborate with senior management to ensure alignment with overall business strategies and the One Jubilee agenda.
• Champion the CX strategy by driving transformation initiatives, embedding customer-centricity across all touchpoints, and inspiring teams to live the Jubilee experience.
• Drive continuous assessment of customer needs to improve internal processes and support business growth througha  robust customer experience pathway.
• Balance customer needs with business requirements, presenting a compelling case for change management and process improvements.
• Ensure all business units deliver exceptional service and consistent experiences, exceeding customer expectations and creating brand ambassadors.

Leadership & Relationship Management:

• Build and develop strong and lasting relationships with existing customers, channel partners and all stakeholders ensuring business retention and a reduction in customer complaints and increase in customer compliments.
• Provide strong people leadership to Jubilee Insurance Service Centre and Contact Center and develop service excellence guidelines, training, and monitoring implementation of the set customer service excellence pathways.
• Chair the Jubilee Insurance Service Excellence Council meetings weekly to review and monitor on efficiency of business processes and service levels by Jubilee Insurance.
• Report to the Executive Committee and the Board on the Jubilee Insurance service excellence strategy and give monthly updates on customer service levels.

Customer-Centric Culture and Customer Advocacy:

• Promote a customer-centric mindset across all entities, departments, and levels of the organization.
• Foster a culture of continuous improvement by regularly collecting feedback and implementing changes based on customer insights.
• Conduct market research and customer surveys to gather feedback, understand customer needs, and identify pain points.
• Analyse customer data to derive actionable insights for enhancing the customer journey.
• Cultivate customer advocates who can provide testimonials, referrals, and positive reviews.
• Leverage satisfied customers to promote the Jubilee Group reputation.

Operations :

• Ensure all customer complaints and compliments are logged onto CRM and other relevant platforms and responded to within the agreed turnaround times (TATs).
• Continuously analyse customer feedback and provide strategic direction to improve Jubilee Insurance overall service ratings. Continuously survey the Voice of the Customer and act on feedback to improve the Jubilee Insurance Service Charter.
• Isolate and identify areas of customer service improvement and develop training requirements for the staff.
• Implement a robust feedback loop to close the loop on customer feedback.
• Continuous research of both global and local best practices in customer service delivery. Keep abreast with new developments in the industry and provide guidance and recommendations for appropriate improvements in line with the diverse and evolving customer service needs. 

Performance Metrics, Technology and Tools:

• Assess and implement technology solutions that enhance the customer experience, such as CRM systems, chatbots, and self-service portals.
• Ensure data security and privacy compliance in all customer interactions.
• Define key performance indicators (KPIs) for measuring customer experience and satisfaction.
• Regularly report on progress and make data-driven recommendations for improvements.

Regulatory Compliance:

• Stay informed about industry regulations and compliance requirements that impact customer interactions.
• Ensure that customer processes adhere to legal and ethical standards.

People & Culture:

• Inspire a service-driven mindset that aligns employees with Jubilee’s values of excellence, integrity, and care.
• Partner with the HR and Learning & Development teams to design customer experience training programs, equipping staff with the skills to deliver empathetic and impactful service.
• Promote inclusivity, recognition, and teamwork within the Customer Experience teams.
• Embed performance coaching, mentorship, and continuous feedback mechanisms that foster employee engagement and professional growth.
• Act as a culture ambassador, ensuring that the customer experience strategy complements Jubilee’s broader People & Culture initiatives.

Key Competencies

• Proven leadership in developing and implementing large-scale customer experience transformation initiatives.
• Strong analytical and critical thinking skills with a data-driven mindset.
• Excellent communication, relationship management, and stakeholder engagement skills.
• Proficiency in CRM systems, customer analytics tools, and digital experience platforms.
• Deep understanding of insurance and financial services operations, customer lifecycle management, and service design.
• Strategic thinker with the agility to adapt to changing customer expectations and market dynamics.

Qualifications & Relevant Experience

• Bachelor’s degree in Business Administration, Marketing, Commerce, or a related discipline from a recognized institution.
• Master’s degree in Strategic Management, Marketing, or Business Leadership will be a distinct advantage.
• Minimum of 10 years’ progressive experience in customer experience, service design, or customer operations, with at least 6 years in a senior leadership capacity, preferably within the insurance, financial services, or telecommunications sector.
• Demonstrated success in driving culture change, digital customer transformation, and process optimization across large organizations.
• Strong proficiency in Microsoft Office Suite and CRM tools.

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Job Ref. No: JLIL 343

Role Purpose

• The role holder will support the Finance Department in ensuring accurate financial recording, reconciliations, and reporting. The role involves assisting in credit control, premium reconciliation, asset management, and preparation of financial analyses to support effective decision-making. The role holder will ensure compliance with internal control policies, support financial integrity, and contribute to maintaining strong working relationships with internal and external stakeholders.

Main Responsibilities

Operational

• Perform regular reconciliations of bank accounts and ledger control accounts.
• Record and reconcile daily cash transactions, including receipts, disbursements, and bank transfers.
• Prepare and circulate daily cash flow cash flow forecasts to assist in managing the company's liquidity needs.
• Prepare regular credit control reports, delinquency reports, and key performance indicators (KPIs) for management review.
• Identify and address delinquent accounts through proactive communication, follow-ups, and resolution of payment issues.
• Communicate with policyholders and intermediaries to resolve payment-related queries and concerns.
• Maintain positive relationships while ensuring adherence to credit control policies
• Monitor and manage outstanding premiums and premium reconciliation activities.
• Ensure timely collection of premiums from policyholders and intermediaries.
• Fully reconcile all reinsurance related ledgers and ensure proper balances are reported
• Fully reconcile all commission related ledgers and ensure they are fully supported
• Timely update and maintenance of the fixed asset register, ensuring proper monitoring of the acquisitions, tagging, depreciation and disposal.
• Reconciliation and update of policy loan accounts, statements and analyses of policy loan data.
• Detailed analysis of receivables and payables accounts within the general ledger
• Detailed analysis of commission ledgers and proper posting of all recoveries into Agents accounts.

 Corporate Governance

• Uphold the highest ethical standards and confidentiality in all financial dealings.
• Ensure compliance with International Financial Reporting Standards (IFRS), Insurance Regulatory Authority (IRA) requirements, and company financial policies.
• Maintain transparency and accountability in financial reporting.
• Support implementation of audit recommendations and continuous improvement of internal control systems.
• Participate in risk assessment initiatives, ensuring financial risks are identified, monitored, and mitigated.

People & Culture

• Cross-Functional Collaboration. Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
• Employee Collaboration Index. Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
• Skills and Competency Development Index. 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
• Cultural Alignment Index (CAI). Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
• Conflict Resolution. Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
• Resource Advocacy. Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and teamsuccess

Key Competencies

• Analytical Thinking: Ability to interpret financial data and provide actionable insights.
• Integrity: Demonstrates honesty, transparency, and adherence to ethical standards.
• Communication: Clear and professional in both written and verbal communication.
• Teamwork: Collaborates effectively with colleagues and supports shared goals.
• Problem Solving: Approaches challenges with a logical, solution-oriented mindset.
• Accountability: Takes ownership of work and delivers results with minimal supervision.
• Adaptability: Demonstrates flexibility and resilience in dynamic business environments.

Academic Background & Relevant Qualifications

• Bachelor’s degree in Finance, Accounting, Business, or a related field.
• Professional accounting qualification (e.g., CPA, ACCA).
• Additional certification or coursework in Data Analytics or Financial Modelling will be an added advantage.
• Minimum of 1–2 years of relevant experience in finance and accounting roles.
• Experience in the insurance, financial services, or audit industry preferred.
• Hands-on experience in reconciliations, reporting, and credit control operations.
• Proven experience in working with cross-functional teams in a fast-paced environment.