Affluent Service Manager Botswana Life Insurance Limited (Botswana Life) is Botswana’s longest servicing and only home-grown life insurer. Established in 1975, Botswana Life has a proud 46-year history and is a subsidiary of the renowned Botswana Insurance Holdings Limited (BIHL) Group listed Botswana Stock Exchange (BSE). As an icon in Botswana, Botswana Life has become synonymous with life insurance in the country and as a trusted partner to Batswana. At Botswana Life, we provide financial solutions that make a positive difference in the lives of our clients and employees. We are committed to creating a world where everyone is financially secure and can walk tall in confidence that we have them covered. Role Purpose Botswana Life is looking for suitably qualified candidates to fill in the role of Affluent Service Manager. The Affluent Service Manager is responsible for ensuring that Affluent clients receive exceptional service aligned with their expectations. The role involves supporting Financial Advisors in portfolio management, client servicing and identifying opportunities for upselling and cross selling. Additionally, the position focuses on marketing and business development, specifically promoting Affluent investment products with a strong emphasis on offshore investments. Role Responsibilities Drives action planning for the Affluent customer base associated with key strategic leverage areas identified in the strategic plan. Implement a defined client relations strategy with policyholders to enhance the company’s profile in relation to products and services. Strengthen customer relationships through development and implementation of an adequately planned Customer Experience Management strategy. Retain customers, and also increase the market share through proper and adequate linkage with all strategic business units and other group companies. Ensure and monitor that high service standards for all the Affluent Division clients and all stakeholders are achieved. Ensure regular client satisfaction surveys are carried out to establish client’s reactions to products, service and policy requirements. Design action plans and ensure implementation to address shortcomings highlighted in client satisfaction surveys Establish and maintain standards and procedures regarding service to Affluent policyholders and prospective new clients. Ensure timeous processing of customer requests and query resolution. Establish new ways to promote a new culture of high performance within the Affluent Service teams. Analyse the existing market and trends and obtain public feedback relative to the competitor’s strengths and weaknesses and investigate opportunities to increase the company’s market share in the Affluent Segment. Manage special client related projects such as a reinstatement campaign, lapse management for Affluent clients, Collections/Arrears Coordination, and Digital Services Adoption, etc. Business development and marketing of offshore investment products Qualifications, Experience and Role-Specific Knowledge Degree in Business Administration, Finance, Economics or any Business Degree Long Term COP Wealth Management, CFA and/or Post Graduate in Financial Planning will be an added advantage A minimum of 5 years managerial and technical experience in the Financial Services Industry in a Service Environment, plus experience in managing teams. A track record in driving exceptional service is essential. Must have an understanding of life insurance and general office management. Experience in an asset/investment management environment would be an added advantage. Insurance and Investment Industry knowledge Knowledge of life insurance products, systems, processes and procedures is essential. Experience in dealing with affluent customers will be an added advantage. Competencies Good interpersonal skills Strong communication skills Strong attention to detail Analytical skills Administrative, planning and organizing Team player’ who interacts confidently with all stakeholders Ability to multi-task, work under pressure and adhere to deadlines Proactive, innovative, a self-starter who shows initiative and assumes responsibility
Affluent Service Manager
Botswana Life Insurance Limited (Botswana Life) is Botswana’s longest servicing and only home-grown life insurer. Established in 1975, Botswana Life has a proud 46-year history and is a subsidiary of the renowned Botswana Insurance Holdings Limited (BIHL) Group listed Botswana Stock Exchange (BSE). As an icon in Botswana, Botswana Life has become synonymous with life insurance in the country and as a trusted partner to Batswana. At Botswana Life, we provide financial solutions that make a positive difference in the lives of our clients and employees. We are committed to creating a world where everyone is financially secure and can walk tall in confidence that we have them covered.
Role Purpose
Botswana Life is looking for suitably qualified candidates to fill in the role of Affluent Service Manager. The Affluent Service Manager is responsible for ensuring that Affluent clients receive exceptional service aligned with their expectations. The role involves supporting Financial Advisors in portfolio management, client servicing and identifying opportunities for upselling and cross selling. Additionally, the position focuses on marketing and business development, specifically promoting Affluent investment products with a strong emphasis on offshore investments.
Role Responsibilities
Qualifications, Experience and Role-Specific Knowledge
Competencies
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