Officer Business Conservation & Customer Service at Alliance Life Assurance

Organization: Alliance Life Assurance Limited

Department: Operations
Location: Dar es Salaam
Reports to: Technical Manager

Job Summary

A strategic role designed to protect and enhance Alliance Life’s business value by controlling revenue leakages, improving persistency rates, and establishing world-class customer experience standards.

This position combines operational excellence in business conservation with strategic customer experience management, directly impacting profitability and sustainable growth.

Essential Duties and Responsibilities

The following is a list of essential functions, which may be subject to change at any time as business requirements dictate. Management may assign new duties, reassign existing duties, or eliminate or alter a function.

Business Conservation & Persistency Management

• Implement comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, both corporate and group.
• Monitor persistency rates by product, channel, customer segment, and policy vintage.
• Implement early warning systems to flag policies with missed premiums and reach out to customers within SLA for renewal.
• Work with respective teams or on projects to minimize lapsation such as alternate premium collection avenues.
  Customer Experience Strategy & NPS Management
• Co-design and implement Alliance Life’s customer service strategy.
• Own and drive Net Promoter Score (NPS) measurement and improvement across the organization.
• Collaborate with Marketing, Operations, IT, and Distribution teams to implement customer experience improvements.
• Champion a customer-centric culture through training and awareness programs.
  Customer Service Operations & Call Centre Management
• Set up customer service channels including phone support, email support, WhatsApp support, and walk-in customer service.
• Develop knowledge management systems and FAQs.
• Monitor and improve service level agreements (SLAs).
  Data Analytics & Actionable Insights (in close coordination with Actuarial / Data Analyst)
• Co-establish data collection and analytics frameworks to generate actionable insights on business conservation and customer experience.
• Conduct cohort analysis to understand persistency patterns by product, distribution channel, and customer demographics.
• Publish executive dashboards and reports providing visibility into conservation and customer experience metrics.
• Leverage customer feedback data to identify systemic issues and ensure closed-loop resolution across departments.
• Gain competitive intelligence to benchmark performance against industry best practices.

Qualifications and Experience Required

Education

• Bachelor’s Degree in Marketing, Business Administration, or a related field.

Experience

• Minimum of 3 years of proven experience in sales and marketing roles in the life insurance industry.

Skills and Competencies

• Excellent communication, interpersonal, presentation, negotiation, and persuasive skills.
• Strong understanding of sales techniques, life insurance products, and customer behavior.
• Proficiency in Microsoft Office Suite and ability to learn new systems.
• Ability to handle confidential information with discretion.
• Adaptability to changing priorities, multitasking ability, creative thinking, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong professional network within the corporate environment.
• Customer care orientation.
• High level of integrity and professionalism, including appropriate presentation.
• Ability to comply with company policies and procedures.

General

Alliance Life Assurance Ltd promotes an inclusive workplace that provides equal opportunities for all employees, including reasonable accommodations for individuals with disabilities.

For inquiries regarding physical demands, please contact Human Resources.

Application Instructions

If you meet the qualifications and are interested in this position, please submit your CV to [email protected] with the subject: Business Conservation & Customer Service.

Deadline for applications: 30 June 2026.

Only shortlisted candidates will be contacted.