Operations• Manage the day-to-day operations, like exporting agricultural commodities in a timely and efficient fashion, launching a new product or business line, etc.• Assist in sales operations like devising and revising commission structures for various players in the supply chain, e.g. farmers, cooperative entities and collectors in the cashew nut exports line of business• Assist in marketing operations like running the marketing team, ideating, testing and executing potential ideas and innovations• Assist in finance and compliance operations like optimizing cash collection processes, helping in budgeting and month-end reconciliation and financial reporting processes in line with local compliance requirements and international standardsBusiness Development• Assist in business development operations like assessing and spearheading new business opportunities and strategic partnerships, including the development of business cases and financial models, assessment of new markets and potential future investments, etc. • Define and set up new business models and partnerships for the Employer

• Overall responsibility for the delivery of all services directly to customers (Claims, Customer Service) or to other departments of BIMA (training, IT) with overall mission to be the most renowned insurance brand in terms of service delivery• Ensure the robustness and efficiency of internal processes and tools across all service departments of BIMA, and challenge the status quo when necessary • Liaise with BIMA Global Product & Tech team to to support the design and implementation of a new internal or third-party platforms (CRMs, Claims Portal etc) and ensure its continuous improvement and issue resolution• Ensure insurance claims are processed, vetted and paid in a timely and professional manner and supporting the global standardised approach to claims management. This includes setting-up strong processes and internal controls to prevent fraud.• Support the Customer Service Team to drive optimisation of the Global KPIs such as Service Level, Occupancy and First Contact Resolution.• Support the IT Lead in prioritizing and resolving IT requests emanating from various departments. This includes ensuring the IT security of BIMA and the performance of its Telephony system used by all employees in the company • Support the Training & QI Managers in setting up strong Quality Checks across the company through call recordings and customer call-backs and deliver relevant and continuous training across the company• Report to Country Manager as well as relevant Global Heads (Head of IT, Head of Customer Service, Claims and QI) covering Service Operations KPIs and implement initiatives improving customer experience and customer journey to drive the loyalty of our customer base.• Oversee and positively support the creation of a great customer-centric culture across all Service Operations Departments and beyond, where customers are cherished, employees and their ideas are valued, and results are rewarded

• Develop strategic plans and action plans to achieve company goals through delivery & Call Center service based on Brown's vision and mission. • Plan, recruit, train and direct Call Center staff to provide timely customer service. • Monitor Call Center's day-to-day operations of receiving orders, answering any queries, and handling customer’s complaints properly. • Attend, coordinate and coordinate meetings with relevant departments on strategic task and action plans to review and take action. • Assist CCE and other departmental heads on job requirements, both direct operations and related reporting. • Properly analyze and approve monthly reports of delivery and Call Center. • Research the competitors on the new launching of services, products, and promotions. • Leads and coordinates the marketing plan for the delivery service with the team and related parties and proposes to the CEO to drive maximum sales. • Develop training programs, team capacity, skills, and develop high team productivities on services and professionalism. • Develop and update guidelines, comprehensive quality checklists, performance reviews and other checklists of all CCE, deliveryman, in line with the company's progress and requirements. • Conduct an annual evaluation of the CCE's Team related to requisition for renewal or termination of the employment contract, and for the award at the end of the year.

• Define, evolve and drive implementation of customer experience strategy.• Design, set up and operationalize the forward.looking Quality Improvement function, in close collaboration with Global team(s).• Ensure that the voice of the customer and customer insights feed directly into every aspect of business model, including development of new/improvement of existing product features. • Oversee the implementation and continuous enhancement of the metrics and approach BIMA uses to measure customer experience and satisfaction across the customer lifecycle, including,But not limited to the rollout of Customer Pulse and subsequent follow‐ups on key metrics/KPIs • Lead and devise analysis to quantify the impact of customer experience improvements on core financial and operating KPIs of the Company • Work with Country, Technology and Product teams to map and optimise core customer journeys resulting in improvements in customer satisfaction, churn, customer lifetime value and customer loyalty• Support the sharing of customer experience best practices across markets

- Manage the quality control function of the business ensuring that all service targets are met by the business and customers are responded to within 24 hours- Co-ordinate with human resources ensuring that disciplinary process is followed where required for breaches to internal quality standards- To ensure that outbound calls are monitored from contact centre daily by the team and implementing disciplinary process across this channel when required- Hire and train the team ensuring that they have the relevant tools and knowledge to effectively complete their job functions- Manage all incoming calls into the call centre ensuring that queries related to claims and marketing functions are redirected when appropriate and all customer complaints and request such as for de registration is completed- Maintain proper record keeping of customer complaints from inbound as well as quality controls- Ensure that all relevant management reports are completed on time- Weekly presentation to the General and or Country Manager on the operations of the Quality team- Ensure a proper manpower plan is in place, managing vacation leave, sick leave and other forms of leave- Work with the Sales Managers of the Contact Centre and Mobile team to ensure that quality standards are clear and adhered

- Monitor and manage the utilisation of agents in the call centre ensuring that agreed service level set by the business is met- Ensure that all HR process relating to the inbound agents are maintained - Ensure a proper manpower plan is in place to manage the inbound department- Hire and train team members as required - Prepare and present weekly reports to General Manager and or CEO as required- Support the other team leaders in the quality team as required by the business- Maintain proper record keeping of all customer complaints coming into the centre and the action taken. Report needs to be presented to the CEO at the end of every month

- Make outbound calls to check quality of field and call center sales- Listen to inbound & outbound call recordings and record detailed feedback based on specified criteria.- Handle incoming customer service queries from both existing & new customers- Work with QCS manager to produce daily reports

- Approach potential customers primarily through field sales- Present and provide consultation with regards to Smart Life Insurance products to all prospective customers.- Sell the company’s products to such customers: 1- As per company sales policy 2- Ensure all records and customer’s personal information is correctly entered when making an online registration via the mobile phone provided.- Achieve company sales’ targets - Record customer's feedback and refer customers with additional questions to call BIMA Customer Care Hotline - Work with the Team Leader in providing regular sales reports as per the company policies

- Answer call professionally and follow up subscriber complaint- Respond to customer inquiries- Handle and resolve customer complaints- Provide customers with product and service information- Identify and escalate priority issues and route calls to appropriate sources- Complete a required report in system/send to Team - Leader/Supervisor