Vacancies at CIC Insurance

PURPOSE:

Reporting to the Group Director, People & Culture, the incumbent will play a critical role in shaping and cultivating an organizational culture that aligns with our values and business goals. They will be responsible for creating and implementing strategies that drive cultural transformation, support employee relations, and enhance the overall well-being of our workforce. They will work closely with senior leadership, People & Culture (P&C) teams and stakeholders across the regions to develop initiatives that promote a positive workplace environment, foster engagement, and maintain a high level of employee satisfaction.

PRIMARY RESPONSIBILITIES:

Culture Change Leadership

• Lead the design and execution of culture change initiatives to ensure alignment with business objectives, values, and vision.
• Partner with senior leadership to create and implement programs that foster an inclusive, innovative, and high-performing culture.
• Champion diversity, equity, and inclusion (DEI) efforts, ensuring they are embedded in the organizational culture and day-to-day operations.
• Develop and implement communication strategies to reinforce cultural values and behavior across all levels of the organization.
• Monitor the effectiveness of culture initiatives and adjust programs as necessary to achieve long-term cultural transformation.

Employee Relations

• Oversee and manage employee relations functions, ensuring a positive and productive workplace environment.
• Managing employee relations issues, including conflict resolution, disciplinary processes, employee grievances and non-performance management.
• Develop and implement policies and practices that promote fairness, respect, and consistency in employee relations.
• Lead the development and delivery of training programs for managers and employees to enhance communication, conflict resolution, and overall employee engagement.
• Manage internal investigations, including complaints and grievances, ensuring compliance with legal and company policies.

Wellness Programs

• Lead the design, development, and implementation of comprehensive employee wellness programs, including physical, mental, and financial well-being.
• Collaborate with external wellness partners to provide resources and initiatives that support employee health and work-life balance.
• Evaluate and measure the success of wellness programs, making recommendations for improvements and innovations.
• Promote wellness initiatives through communication and engagement strategies to ensure high participation and awareness.

Employee Engagement and Communication

• Develop and execute employee engagement strategies that support a positive, motivating work environment.
• Lead employee surveys and feedback programs, analyzing results and developing action plans to improve engagement and satisfaction.
• Create regular communication channels (e.g., newsletters, town halls, etc.) to keep employees informed about wellness, culture initiatives, and employee relations matters.
• Act as a trusted advisor to leadership on employee sentiment, culture trends, and emerging workplace issues.

Change Management:

• Support the management of organizational change initiatives by providing cultural and emotional support to employees during transitions.
• Develop change management strategies to ensure smooth transitions for employees during mergers, restructures, and other significant company changes.
• Foster resilience and adaptability in the workforce by creating programs that equip employees to manage and thrive in change.

Leadership & Team Management

• Oversee and provide strategic direction to the Employee Relations, Change Management, and Wellness teams, including direct supervision of respective team members.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

Education 

• Bachelor’s degree in Human Resources, Business Administration, Psychology, or a related field (Master’s degree preferred).
• Professional Qualifications    Higher Diploma in HR or CHRP(K)

Experience Required:

• Minimum of 8 years of experience in HR, with a focus on culture change, employee relations, wellness, or organizational development.

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PURPOSE:

Reporting to the Group Head of Customer Experience, the role holder will embed and drive the Customer Experience strategy across the group through an effective Root Cause Analysis and Effective Complaints management model for increased wallet share and customer stickiness.

PRIMARY RESPONSIBILITIES:

Embedding a Customer Centric Culture:

• Drive Service Excellence and ensure delivery of outstanding services in Branch Network as well as Head Office Departments by Regularly engaging frontline and back office teams on matters service.
• Share best practices, nuggets, and other relevant material with the business, as well as championing service campaigns to drive the right service behavior and enhance customer centricity.
• Ensure the available customer feedback tools and mechanisms are actively and adequately used across the business e.g. CRM, Customer Feedback Units (CFUs) etc.
• Proactive action planning to analyze the data and address gaps picked.
• Conduct Trainings for all staff and liaise with Learning and Development to deliver suitable quality training on customer experience.

Complaints Management and Service Improvement:

• Review and identify process and system gaps through root cause analysis and recommend solutions for improvement. Involve the teams in ensuring remedial action is taken to improve customer experience.
• Provide reports to stakeholders on nature of complaints/queries and any trends observed for inclusion in overall change initiatives relating to service.

Team Management, Risk & Compliance:

• Develop a high performing team through continuous performance development and coaching.
• Discuss and finalize performance management plans and ratings for direct reports, and manage team effectively with regards to administrative matters.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, internal policies and policy standards.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education  Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

• Relevant experience    5years
• 2 years of experience as team leader in a dynamic service organization

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PURPOSE:

Reporting to the Contact Centre Manager, the role holder will ensure In-bound team executes their mandate within set standards, timelines and supports customers who request for assistance from the Contact Centre.

PRIMARY RESPONSIBILITIES:

• Oversee daily activities and performance of the team members. Create and manage work schedules, ensuring adequate staffing levels.
• Conduct training sessions for new hires and ongoing development for existing team members.
• Act as point of Escalation for the team when required.
• Manage In-bound calls and step in to support the team whenever required.
• Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
• Serve as the key liaison between the In-bound team and Customer Experience department, while Gathering feedback and ensuring concerns are addressed.
• Implement best practices for customer interactions to enhance service quality.
• Support team to set goals aligned with organizational objectives and develop strategies to achieve them. Conduct Performance Evaluation for direct reports.
• Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

• Relevant experience    2years

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PURPOSE:

Reporting to the Head, People & Culture Centre of Excellence, the role holder will be responsible for leading data-driven decision-making processes by analyzing datasets, optimizing operational efficiencies, and developing robust reporting frameworks. The incumbent will oversee people analytics, project management, and operations, playing a vital role in designing analytics solutions, delivering strategic insights, and building business intelligence related to people matters. Additionally, the role holder will drive the alignment of People & Culture (P&C) operations, manage projects related to the automation of critical processes, and ensure effective data governance and compliance. Collaborating with P&C teams and stakeholders across regions, the incumbent will ensure reporting needs are met and that data is leveraged to drive strategic P&C decisions within CIC Group.

PRIMARY RESPONSIBILITIES:

People Analytics & Data Management

• Generate data from various sources including data bases and prepare regular reports on key HR metrics. Collaborate with other departments and P&C teams to ensure data accuracy and relevance.
• Analyze data to establish trends and critical insights including ESG and provide recommendations.
• Develop dashboards, reports and analytics to support P&C leadership in decision making and drive business decisions.
• Ensure HRIS system and reporting tools are up-to-date and are aligned with business needs. Stay up-to-date on new HRIS functionalities and trends; introducing these advancements to P&C teams so as to enhance overall performance of the department.
• Provide support and training to P&C teams on how to use the HRIS for effective data reporting, analytics and records management.

Operations Management

• Oversee the secure storage and management of both electronic and physical records in compliance with data privacy laws and company policy.
• Ensure accurate, organized and compliant management of employee records and manage document retention and disposal procedures in line with CIC data retention policy.

Project Management

• Leading and executing projects on P&C processes’ digitization.
• Develop and maintain documentation and manuals on system processes and procedures as part of project execution
• Manage projects’ vendor relationships and associated contracts.

Compliance and Auditing

• Perform regular audits of HRIS data and records across the regions to ensure completeness, accuracy and compliance.

Collaboration and stakeholder engagement

• Partner with business and P&C teams to understand their data needs and provide analytical support across the regions.
• Provide ongoing support to HRIS users by answering queries and troubleshooting system-related issues.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Bachelor’s Degree    Bachelor’s degree in Human Resources, Information Technology, or related field
• Professional Qualifications    Higher Diploma in HR or CHRP(K) would be an added advantage

Experience Required:

• Five (5) years of relevant experience out of which three (3) at a supervisory level.