OFFICER – BUSINESS CONSERVATION & CUSTOMER SERVICE @ ALLIANCE LIFE ASSURANCE LIMITED
The Officer – Business Conservation & Customer Service at Alliance Life Assurance Limited is a strategic role based in Dar es Salaam, Tanzania. This position is designed to protect and enhance Alliance Life’s business value by controlling revenue leakages, improving persistency rates, and establishing world-class customer experience standards. The role combines operational excellence in business conservation with strategic customer experience management, directly impacting profitability and sustainable growth.
Key responsibilities include implementing comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, while also monitoring persistency rates and implementing early warning systems for missed premiums. The officer will be instrumental in co-designing and driving Alliance Life’s customer service initiatives, managing Net Promoter Score (NPS) measurement, and collaborating with Marketing, Operations, IT, and Distribution teams to implement customer experience improvements. This also involves setting up customer service channels, developing knowledge management systems, and monitoring Service Level Agreements (SLAs). Additionally, the role requires close coordination with Actuarial/Data Analyst teams to establish data collection and analytics frameworks, conduct cohort analysis, publish executive dashboards, and leverage customer feedback for continuous improvement and competitive intelligence.
Key responsibilities include implementing comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, while also monitoring persistency rates and implementing early warning systems for missed premiums. The officer will be instrumental in co-designing and driving Alliance Life’s customer service initiatives, managing Net Promoter Score (NPS) measurement, and collaborating with Marketing, Operations, IT, and Distribution teams to implement customer experience improvements. This also involves setting up customer service channels, developing knowledge management systems, and monitoring Service Level Agreements (SLAs). Additionally, the role requires close coordination with Actuarial/Data Analyst teams to establish data collection and analytics frameworks, conduct cohort analysis, publish executive dashboards, and leverage customer feedback for continuous improvement and competitive intelligence.
Key Requirements
Bachelor’s Degree in Marketing, Business Administration or a related field.
Minimum of 3 years of proven experience in sales and marketing roles in the life insurance industry.
Excellent communication and interpersonal skills, including presentation, negotiation, and persuasive abilities.
In-depth understanding of sales techniques, life insurance products, and customer behaviour.
Proficiency in Microsoft Office Suite and the ability to quickly learn new or updated software.
Demonstrated ability to handle confidential information with discretion.
Strong adaptability to changing priorities, multi-tasking, creative thinking, and problem-solving abilities.
Ability to work independently while effectively collaborating in a fast-paced environment.
Proven valid network within the corporate world.
Customer/client care oriented with a high level of integrity and professionalism.