Assistant Manager, Service Experience

Britam is looking for a dynamic and experienced Assistant Manager, Service Experience to join its customer experience team in Nairobi, Kenya. This position offers a rewarding opportunity for professionals seeking quality assurance and complaints management roles in the financial services sector.

• Position: Assistant Manager, Service Experience
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-Level / Team Leader

About Britam

Britam is a leading diversified financial services group in Eastern Africa, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Malawi, and Mozambique. The company offers a wide range of financial solutions, including life, health, and general insurance, asset management, retirement planning, and property development. Guided by a mission to provide customers with innovative and customized financial solutions, Britam is well-known for its commitment to excellence, integrity, and customer-centric values.

With a strong focus on digital transformation and customer experience, Britam is at the forefront of redefining financial services delivery in Africa. The company’s inclusive culture promotes growth, continuous learning, and development, providing a supportive environment where professionals can thrive and make a meaningful impact.

Job Description

The Assistant Manager, Service Experience, will play a critical role in driving quality assurance and complaints resolution across all customer-facing functions at Britam. This role is responsible for overseeing the end-to-end customer complaint process, including documentation, investigation, resolution, and root-cause analysis.

Additionally, the role involves monitoring service standards across multiple channels such as the contact center, branch network, and back-office support units. The Assistant Manager will work closely with team leaders, managers, and other departments to assess service gaps and implement targeted improvements that enhance customer satisfaction and loyalty.

Key Responsibilities

• Manage the centralized complaints management system, ensuring accurate tracking and documentation of all customer complaints.
• Oversee complaint investigations, ensuring fairness, empathy, and timely resolution in line with regulatory and organizational policies.
• Analyze complaint trends and generate insights to support continuous service improvement across customer touchpoints.
• Develop and distribute regular complaint reports to relevant stakeholders, highlighting key performance indicators and corrective actions.
• Conduct quality audits of emails, voice recordings, incident logs, and surveys to ensure compliance with service delivery standards.
• Facilitate feedback loops with frontline teams and provide verbal and written recommendations for service enhancements.
• Coordinate mock calls and role-plays with new hires post-training to gauge their readiness for customer-facing roles.
• Lead coaching and mentoring sessions with contact center agents, complaints resolution teams, branch staff, and back-office personnel.
• Work collaboratively with internal teams to identify and streamline service delivery processes, embedding customer-first practices.
• Utilize customer experience tools and dashboards to collect, interpret, and present data on service quality performance.
• Contribute to the development of training materials and SOPs related to complaints handling and service quality assurance.

Required Qualifications

• Bachelor’s degree from a recognized university, preferably in Business, Communication, or a related field.
• Minimum of 3 years of relevant experience in complaints management and quality assurance within the financial services or insurance industry.
• Excellent communication skills, both written and verbal, with the ability to handle complex issues professionally and empathetically.
• Strong relationship management skills and the ability to work effectively with internal and external stakeholders.
• Demonstrated experience in customer engagement and service recovery strategies.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• High level of attention to detail and a commitment to delivering quality outcomes.
• Proven skills in data analysis and root cause problem-solving.
• Proficiency in MS Office tools and experience with CRM or complaints tracking systems.

Preferred Qualifications

• Experience working in a regulated environment with a strong understanding of consumer protection policies.
• Knowledge of customer experience frameworks such as Net Promoter Score (NPS), CSAT, or CES.
• Certification in Customer Experience Management (CEM) or Quality Assurance is a plus.
• Previous experience in training or coaching contact center teams.
• Understanding of insurance operations or financial products and services.

Benefits and Compensation

Britam offers a competitive salary package aligned with industry standards and professional experience. Additional benefits include:

• Medical and wellness insurance coverage
• Professional development and training opportunities
• Employee pension scheme and savings plan
• Access to internal career mobility and growth programs
• Dynamic work environment with an inclusive and collaborative culture

How to Apply

To apply for the Assistant Manager, Service Experience position at Britam, visit the Britam Careers portal and submit your application before the closing date.

Important Dates

• Job Posting Date: 11th June 2025
• Application Deadline: 18th June 2025

Number of Openings:

• 1 position available

Application Platform:

All applications must be submitted online through the official Britam careers page.

Careers at Britam

If you’re passionate about delivering exceptional customer experiences and have a keen eye for quality and continuous improvement, this role offers the perfect platform for career growth. Job opportunities at Britam are designed to challenge and inspire professionals in the financial services industry. Join Britam and be part of a transformative journey in redefining service excellence across Africa.