Website Alliance Life Assurance Ltd
Alliance Life Assurance Ltd
Officer – Business Conservation & Customer Service (Job Vacancy)
Organization: Alliance Life Assurance Limited
Department: Operations
Location: Dar es Salaam
Reports To: Technical Manager
Application Deadline: 13 March 2026
Job Summary
The Officer – Business Conservation & Customer Service plays a strategic role in protecting and enhancing the company’s business value by reducing revenue leakages, improving policy persistency, and delivering a high-quality customer experience.
The position combines operational excellence in business conservation with customer experience management, contributing directly to profitability, customer retention, and sustainable business growth at Alliance Life Assurance Limited.
Key Responsibilities
Business Conservation & Persistency Management
- Implement business conservation strategies to minimize policy lapses, surrenders, and cancellations across corporate and group products.
- Monitor persistency rates by:
- Product
- Distribution channel
- Customer segment
- Policy age (vintage)
- Develop early warning systems to identify policies with missed premium payments.
- Contact customers within defined Service Level Agreements (SLAs) to encourage policy renewal.
- Work with internal teams to introduce alternative premium payment channels and reduce policy lapsation.
Customer Experience Strategy & NPS Management
- Participate in designing and implementing the company’s customer service strategy.
- Lead and monitor Net Promoter Score (NPS) measurement and improvement across the organization.
- Collaborate with key departments including:
- Marketing
- Operations
- ICT
- Distribution teams
- Promote a customer-centric culture through internal training and awareness initiatives.
Customer Service Operations & Call Centre Management
- Establish and manage multiple customer service channels, including:
- Phone support
- Email support
- WhatsApp support
- Walk-in customer service
- Develop knowledge management systems, including FAQs and customer support resources.
- Monitor and improve service delivery standards and response times (SLAs).
Data Analytics & Actionable Insights
(In collaboration with Actuarial/Data Analytics teams)
- Establish data collection and analytics frameworks for business conservation and customer experience.
- Conduct cohort analysis to understand persistency trends based on:
- Product
- Distribution channel
- Customer demographics
- Develop executive dashboards and reports to track conservation and customer experience performance.
- Analyze customer feedback data to identify recurring issues and ensure corrective actions are taken.
- Collect competitive intelligence to benchmark company performance against industry best practices.
Qualifications and Experience
Education
- Bachelor’s Degree in:
- Marketing
- Business Administration
- Or a related field.
Experience
- Minimum 3 years of proven experience in sales and marketing roles within the life insurance industry.
Required Skills and Competencies
- Strong communication and interpersonal skills
- Excellent presentation, negotiation, and persuasion abilities
- Solid understanding of:
- Sales techniques
- Life insurance products
- Customer behaviour
- Proficiency in Microsoft Office Suite and ability to learn new systems quickly
- Ability to handle confidential information with discretion
- Strong problem-solving and creative thinking skills
- Ability to adapt to changing priorities and multitask effectively
- Ability to work independently and collaboratively in a fast-paced environment
- Customer service orientation and relationship management skills
- Strong professional integrity and ethical conduct
- Well-groomed and professional appearance
- Compliance with company policies and procedures.
Additional Requirements
- Demonstrated corporate network within the business environment
- Strong commitment to customer/client care
- Ability to maintain high professionalism and confidentiality.
Equal Opportunity Statement
Alliance Life Assurance Limited promotes an inclusive workplace and provides equal opportunities to all employees, including reasonable accommodations for individuals with disabilities.
Application Procedure
Qualified candidates should submit their updated CV to:
Email Subject Line:
Business Conservation & Customer Service
Important Notes
- Application Deadline: 13 March 2026
- Only shortlisted candidates will be contacted.
To apply for this job email your details to hr@alliancelife.co.tz