PURPOSE:
Reporting to the Group Director, Business Excellence, we are seeking an experienced professional to lead our research efforts for the organization. As the Head of Research at CIC Group, you will create and lead a team of skilled researchers and analysts to generate valuable insights into customer behavior, market trends, distribution and access as well and product performance. You will play a critical role in shaping our product strategy, driving operational decision-making processes, and fostering a data-driven culture within the organization. You will collaborate closely with cross-functional teams, including Product Management, operational teams, customer facing teams, technology and innovation teams, and shared services teams.
The successful candidate will ensure our research outputs align with our broader investment goals, contributing to the growth and competitive advantage of our business within the industry. This leadership position requires a strategic mindset, a commitment to research excellence, and a collaborative approach to shaping our team-based investment decisions.
PRIMARY RESPONSIBILITIES:
- Develop and execute a comprehensive research and analytics strategy aligned with the company’s product goals and objectives.
- Create, lead and manage a team of researchers and analysts, providing mentorship, guidance, and support to enhance their capabilities and ensure successful project execution.
- Drive customer-centric research initiatives, including user interviews, surveys, usability testing, and market analysis, to gain deep insights into customer needs, preferences, and behaviors.
- Conduct competitive analysis and market research to identify emerging trends, opportunities, and potential risks, enabling the development of innovative and differentiated product offerings, processes and channels
- Collaborate with Product Management teams and project delivery teams in various business units to define measurement frameworks to track and evaluate product performance, user engagement, and customer satisfaction.
- Utilize advanced analytical techniques and tools to analyze complex data sets, extract actionable insights, and present findings to stakeholders in a clear and concise manner.
- Work closely with Product teams to ensure proper implementation of data collection, instrumentation, and tracking mechanisms, ensuring data integrity and reliability.
- Collaborate with various teams including Marketing and Sales teams, distribution, customer experience product and channel development to leverage research insights and analytics to develop targeted and customer centric strategies.
- Stay abreast of industry trends, best practices, and advancements in research methodologies and analytics techniques, proactively recommending and implementing improvements to enhance the effectiveness of the Research & Analytics function.
- Champion a data-driven culture within the organization by fostering collaboration, promoting data literacy, and advocating for evidence-based decision making.
- Monitor and evaluate the performance of the research team and its impact on the organization.
- Implement a continuous improvement process to refine research methodologies and tools.
- Stay updated with industry trends and best practices in market research and analysis.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Masters Degree
- Masters Degree in Business Administration, Market Research, Data Science, Economics, business analytics, statistics, economics or a related field.
Experience Required:
- Relevant experience Over 5 years’ experience in research, analytics, or related roles with a proven track record of driving insights and strategies based on data driven methodologies
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PURPOSE:
To assess and prudently underwrite Non-medical general business in commercially sound terms and to ensure that all underwriting and documentation duties in the section operate effectively and efficiently
PRIMARY RESPONSIBILITIES:
SERVICE DELIVERY MANAGEMENT
- Assess business risk proposal and Accept/Reject Risk, on the basis of existing underwriting guidelines).
- Ensure policy documents and endorsements are dispatched.
- Work with the assistant underwriter and underwriter in reconciliation of underwriting issues.
- Process renewal notices under the guidance of the underwriter
- Any other duty as may be given by the Underwriting manager.
CLIENT RETENTION
- Conduct intermediary (independent agents and brokers) and direct business performance and account servicing to identify and address service gaps;
- Provide continuous training and sensitization on our various existing and emerging products, to enable our intermediaries(clients) identify additional risks management solutions for our customers.
- Enhance customer service experience through planned intermediary / client’s engagement activities to discuss upcoming renewals, reconciliations and debt collections, claims review and update and report on areas of improvement.
- Ensure timely payment of commissions, monthly incentives, premium refund cheques and delivery thereof including recognizing good performance from our intermediaries.
- Coordinate timely dispatch of renewal pre-lists, renewal quotations, new business policy documents and actively follow up on premium payment receipts with emphasis on Mpesa payments.
- Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy including review of loss ratio status to enhance prudent premium rating.
- Manage debt status against the set policy and ensure interdepartmental functions are coordinated well.
- Ensure high retention of renewal business for account allocated.
- Address complex customer complaints and recommend appropriate solution.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Bachelor’s degree in a related field
- Professional Qualification Diploma in Insurance is added advantage
Experience Required:
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