Employment in Kenya

Job Openings at ICEA Lion Group

Job Openings at ICEA Lion Group

Job Openings at ICEA Lion Group

Jobs in Insurance, Jobs at ICEA Lion Group

As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. We also keep an eye firmly on the future, using innovation to craft financial products and services that we know you need in today’s constantly

Assistant Manager, Customer Experience – Contact Center

About the Role

Leadership and Supervision

  • Understand and get involved in defining and overseeing the delivery of the ICEA LION Contact Centre strategic goals.
  • Provide leadership to Contact Centre personnel through effective objective setting, delegation, motivation, and communication
  • Conduct regular meetings to ensure that Contact Centre personnel and stakeholders are well informed of Contact Centre operations
  • Conduct performance appraisals, provide measurable feedback to Contact Centre personnel, propose improvement plans and corrective actions as needed
  • Coach and mentor the team to help them improve their skills and abilities through training, a defined feedback mechanism and reward & recognition model

Contact Centre Operations

  • Oversee the day-to-day activities and operations of the Contact Centre
  • In consultation with the relevant stakeholders, establish and constantly improve the Contact Centre operations management and performance monitoring structures
  • Monitor the performance of the Contact Centre and ensure that established budgets, revenue goals, Service Level Standards (SLS) and compliance requirements are met
  • Compile, track and ensure that all customer issues, questions and complaints are channeled through the Contact Centre are resolved in a timely manner.
  • Monitor individual, team and Contact Centre results to identify and analyze performance trends
  • Monitor productivity of customer service representatives and plan for improvement efforts
  • Compile and review work volume statistics to inform resourcing levels
  • Monitor service calls to observe quality assurance, employee demeanor, technical accuracy and conformity to Company policies
  • Make necessary changes in staffing based on day of week, campaigns and other anticipated events
  • Define and continuously improve Contact Centre systems, processes, work procedures and schedules to improve efficiency of the agents

Training and Awareness

Identify, develop, and implement training programs as appropriate, covering but not limited to ICEA LION products, services, policies, procedures, processes, systems, skill and competencies

  • Coach, mentor and develop Contact Centre agents
  • Ensure Contact Centre personnel are continuously aware and well-informed on products, services, customer needs and company-related issues

Quality Assurance

  • Work with the Quality Assurance Officer to set, regularly review and improve quality standards
  • Be involved in the review of call data to monitor customer experience and related statistics
  • Regularly review SLS and Turn Around Times (TATS) and recommend corrective actions
  • Ensure data captured and records maintained by contact Centre agents meet the set quality standards


  • Set appropriate Contact Centre metrics, analytics and reporting framework
  • Provide relevant reports on Contact Centre activities to stakeholders
  • Monitor and report on the productivity of contact center staff


  • Promote goodwill and a positive image of the Contact Centre
  • Ensure the Company’s professional reputation is protected
  • Propagate a culture of customer care, professionalism, agility and innovation



  • A degree in Business Administration or related discipline
  • 6 years working experience in Contact Centre operations with at least 2 years in a supervisory role
  • Professional qualifications in customer experience or Contact Centre operations

Technical Skills

  • Training and coaching skills
  • Developing templates for quality assurance and conducting calls quality assurance reviews
  • Calls handling and scripting skills
  • Tech-savvy
  • Corporate social media management skills
  • Calls scripting skills


  • Leadership and supervision skills
  • Presentation and communication skills
  • Creative and innovative
  • Passionate, self-driven and energetic
  • Business acumen and analytics
  • Customer centric
  • Problem solving and conflict resolution skills

The deadline for submission is 20th April 2023.

Assistant Manager, Internal Auditor

Main Responsibilities:

  • Understand the Company’s key strategies and how they impact Internal Audit work.
  • Contribute to the development of the risk based annual internal Audit Plan.
  • Assist the Internal Audit team in managing the day-to-day delivery of the Audit Plan.
  • Conduct audit assignments as defined by the annual Internal Audit plan.
  • Conduct regular data analytics, provide dashboards imperative in risk assessment, and audit planning.
  • Conduct ad hoc assignments outside the approved Plan as requested by the BARC or the Audit Manager
  • Prioritize tasks on an ongoing basis to accommodate changing business needs and strategy requirements.
  • Ensure all work is performed and documented in compliance with established Internal Audit Methodology and the Institute of Internal Auditors’ standards.
  • Ensure all detailed work papers contain sufficient evidence on which to base conclusions, which are of a sufficient standard to minimize the number of review points required by Internal Audit, and which are of appropriate quality to allow performance and facilitate reliance on Internal Audit’s work where necessary.
  • Deliver quality audit work-papers, including walkthroughs, control identification, control design assessments and control operating effectiveness testing.
  • Follow up and resolve issues and queries raised during review by the Audit Manager and through discussions of factual accuracy by management.
  • Deliver accurate, timely and commercially relevant audit reports.
  • Undertake follow up of actions, and provide timely status updates, on the closure of internal audit recommendations.


Prospective candidates will possess or demonstrate the following qualities:

  • Bachelor Degree in Commerce, Finance, Economics, Actuarial or related fields.
  • Certified Public Accountant
  • Additional qualifications such as Certified Internal Auditor, Chartered Financial Analyst and ISACA Certifications will be an added advantage.
  • At least three (3) years’ work experience in audit and risk management.
  • Background in insurance, banking or audit firms will be an added advantage
  • Excellent interpersonal and communication skills
  • Knowledge of Risk Management and Governance is critical
  • Experience in data analytics and information security will be an added advantage.
  • Critical thinking and understanding of risks in the insurance industry

Method of Application

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