2,038 Client Management jobs in Kenya

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Diaspora Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

To ensure excellent service standards and maintain high customer satisfaction in the Diaspora Banking segment, through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty. To provide support to diaspora relationship managers and GM Diaspora.

Deadline:

Category: Diaspora Banking

Subsidiary: HFC

Principle Accountabilities

Customer Experience

• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
• Manage the diaspora customer email -
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals

Financial Performance

• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries

Operational Effectiveness and Support

• Assist in management of NPL for diaspora segment in collaboration with RMS.
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a 'Good' audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.

People, Learning and Growth

• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.
• Championing team training on matters related to homeward proposition.

Key Competencies and Skills

Technical Competencies

• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement (internal & external)
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Behavioural Competencies

• Communication and
• Interpersonal Skills:
• Emotional
• Intelligence
• Results and Achievement Oriented:
• Personal Ethics
• Negotiation Skills
• Networking Skills
• Sales Capability

Academic
Minimum Qualifications, Knowledge and Experience

• Bachelor's degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional

• 3-4 years' working experience in a Customer Management role.
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
• Appreciation of Diaspora Banking as a proposition.
• Interaction/Understanding of CRM tools.

ABOUT ZAMARA

The Zamara Group is a diversified financial services business specializing in pensions, medical services, insurance and actuarial solutions. Headquartered in Nairobi, Kenya, the Group has a presence in eight countries and a Pan-African ambition. Zamara has a rich heritage in Kenya spanning over 30 years.

Since its inception, the firm has significantly grown in terms of size, client base and range of services. The Group has been at the forefront of industry, influencing the way it works and at the cutting edge of innovation.

Zamara's higher purpose is to create a financially secure and prosperous society. The Zamara culture is based on the values of
S
implicity,
E
mpathy and
T
rust.

ABOUT THE ROLE

Achieving Zamara's ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The successful candidate will take up supervisory role in ensuring 100% client satisfaction which leads to retention and business growth through referrals.

The role will report to the Team Leader, Client Service.

ROLES AND RESPONSIBILITIES

Relationship Lead

• Maintain strong relationships with all clients to ensure 100% retention.
• Handle escalated cases to completion.

Business Retention

• Ensuring that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client's budget and benefits.

Renewal Function

• Ensuring that the budgeted renewal income is attained every month.
• Monitor the renewal process- end- to-end to ensure TATs are adhered to.
• Ensure the renewal tracker is updated.
• Review renewal reports to ensure standardization across client offerings.
• Mitigate against potential risk of loss of clients by having all information about clients on risk and following through on mitigating factors to secure the renewals.

Business Development

• Drive organic growth and new business by generating referrals from clients through great service, professional advice and knowledge of insurance and maximising opportunities at all times to cross/up sell to client in respect of all covers
• Replacement of lost accounts by actively pursuing clients not in the book and keeping a robust pipeline
• Monitoring and updating the CR pipeline tracker

Monitoring & Evaluation

• Preparation of monthly & periodic reports detailing achievements against set deliverables for the functions above.

EXPERIENCE AND QUALIFICATIONS

The following
experience
is preferred:

• Minimum of 5 years' experience in key accounts management with a bias in insurance sector.
• A Degree in Insurance/Health/Customer Service/Business related field.
• A professional qualification in customer service is an added advantage.

The following
personal qualities
are preferred:

• Ability to analyse and interpret financial statements
• Excellent communication skills
• Business etiquette
• Team player
• Eye for detail
• Superior key accounts management/relationship management skills
• Reporting Skills
• Excellent analytical skills

Job Description
Job Title:
Client Service Attendant

Reports to:
Client Engagement Manager

Department:
Clinical Operations

Location:
Ngong Rd & Ruaka Branch

Role:
Part-time

Job Purpose:
A Client Service Attendant will responsible for interacting with customers and clients to provide support, information, and solutions, often acting as the first point of contact for inquiries and complaints.

About Jacaranda Maternity
Jacaranda Maternity is redesigning the future of healthcare in East Africa for the patients who need it most. Our hospital in Nairobi is changing the way maternal healthcare is provided by developing better ways to provide high-quality, patient-centered maternity care at affordable prices. Currently, we see over 3,000 clients a month. We have won global and local recognition, including from the Centre for Health Market Innovations, the Gates Foundation, Savings Lives at Birth, and Innovations in Healthcare – and our facility has been independently rated as among the highest quality in Kenya.

We have big ambitions and require a Client Service Attendant at our hospital. Reporting to our Client Engagement Manager, you will take on responsibility of delivering quality customer service and maintaining superior patient satisfaction.

Will you join us and help transform maternal and new-born health care in East Africa?

Duties And Responsibilities
Client Observation & Presence

• Maintain visible, approachable presence in OPD waiting areas;
• Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc;
• Monitor client flow and identify signs of discomfort/ unhappiness;

Client Engagement

• Greet all clients warmly and introduce self as their point of contact;
• Offer clear, polite explanations of wait times, next steps, etc;
• Reiterate key information as needed (packages prices, cost of care, timings of clinics etc);
• Answer basic questions, however escalate to appropriate staff when unsure;

Enhance the Client Experience

• Proactively check in with waiting clients every 15–20 minutes;
• Identify and assist clients who appear lost, anxious, or underserved;
• Advocate for clients needing special attention (e.g., elderly, disabled, postpartum);
• Ensure signage, queue systems, and instructions are visible and understood;
• Follow up with referred clients from the facility to another facility;
• Assist in making EDD calls;
• Issue inpatient feedback forms in the morning;
• Issue outpatient feedback forms and encourage clients to scan QR codes;
• Give hospital tours to clients;
• Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counseling;

Environment & Comfort

• Monitor cleanliness and seating availability in waiting areas;
• Highlight any infrastructural facility issues (broken or non working items);
• Offer water or comfort items (if available) to clients in extended wait;

Reporting & Feedback

• Log daily observations and client concerns in designated format;
• Flag recurring issues or bottlenecks;
• Any other assigned duty

Expectations

• Friendly, calm, and professional demeanor at all times;
• Strong verbal communication in English and Kiswahili;
• Willingness to ask for help when unsure and escalate appropriately;
• Commitment to client dignity, privacy, and respectful service;
• Punctuality and consistency in presence and engagement

Qualifications

• Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background);
• At least 3 years in a busy healthcare facility managing patient flow;
• Computer skills including the use of MS Office required, and comfort with using new computer tools

Powered by JazzHR

DUJSI5xqJP

Company Description

At Ultimate Design, we believe the work nonprofits do is transformative. We partner with nonprofits, NGOs, and mission-driven networks to communicate their impact with clarity and emotion. Our team of storytellers, designers, developers, and digital thinkers is deeply passionate about social good. We help organizations tell their powerful stories and adopt the right technologies to work smarter, reach further, and grow stronger.

Role Description

This is a 6 months internship role for a Client Service Assistant. The role is hybrid, based in Kilimani division, with some work from home acceptable. The Client Service Assistant will be responsible for supporting client services, ensuring customer satisfaction, and assisting with customer service tasks. Additionally, the role includes aiding in finance-related tasks and maintaining effective communication with clients.

Responsibilities:

• Assist in managing client communications and scheduling meetings
• Support project coordination and follow-ups
• Maintain client records and feedback logs
• Help prepare client reports and presentations
• Assist in identifying new partnership opportunities
• Support proposal development and outreach efforts
• Conduct basic market research to inform client engagement strategie

Qualifications

• Skills in Client Services, Customer Service, and ensuring Customer Satisfaction
• Strong Communication skills
• Basic knowledge of Finance
• Excellent organizational and multitasking abilities
• Ability to work both independently and as part of a team
• Experience in a nonprofit setting is a plus
• Pursuing or completed a degree in Business, Communications, or a related field

• Oversee the daily operations of the global client services department, ensuring efficiency and effectiveness.
• Develop, implement, and monitor operational policies and procedures to enhance service delivery.
• Manage operational budgets, including forecasting, tracking expenses, and identifying cost-saving opportunities.
• Lead and mentor a remote team of operational staff, fostering a collaborative and high-performance culture.
• Analyze operational data and key performance indicators (KPIs) to identify trends, challenges, and areas for improvement.
• Implement process improvements and technological solutions to optimize workflows and enhance productivity.
• Collaborate with cross-functional teams to ensure seamless integration of services and support.
• Manage vendor relationships and service level agreements as required.
• Ensure compliance with all relevant regulations and company policies.
• Develop and deliver regular operational reports to senior management.

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of experience in operations management, with a strong emphasis on process improvement and team leadership.
• Proven experience managing remote teams and operations.
• Excellent understanding of operational best practices and performance metrics (KPIs).
• Proficiency in using operations management software and collaborative tools (e.g., Asana, Trello, Slack, MS Teams).
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional organizational and time management abilities.
• Outstanding communication and interpersonal skills, with the ability to build rapport and motivate remote staff.
• Experience in developing and managing budgets.
• This is a fully remote position. The successful candidate must be self-motivated and comfortable working independently. While location is flexible, we are particularly interested in candidates who can contribute their expertise to operations relevant to Meru, Meru, KE .

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
As a Client Manager at NTT DATA, your role will center on building and nurturing relationships with our assigned accounts, ensuring client satisfaction, and driving expansion across all solution areas. You'll use our state-of-the-art tools and methodologies to understand clients' needs and offer tailored solutions that address their specific business requirements.

You'll manage and grow relationships by leveraging strategic thinking and advanced planning skills, coordinating with our global network of offices to deliver exceptional client experiences. Your focus will include meeting revenue and margin targets while minimizing client churn and maximizing retention.

By utilizing your extensive knowledge of the latest technology sales methods and trends, you will develop and implement account strategies. You'll work closely with key stakeholders to realize business opportunities, contribute to revenue growth, and support clients throughout their buying lifecycle.

Your day will involve using tools like to manage accounts, opportunities, pipelines, and forecasts. You will analyze the client's situation, plan strategically, and navigate various geographies to drive sales engagement and meet quota targets.

Acting as the first point of contact, you'll address client issues and ensure consistent client satisfaction. You will use your expertise to transform clients' needs into actionable solutions, helping them achieve their business goals with our services.

To thrive in this role, you need to have:
Key Responsibilities:

• Manages and grows relationships to drive expansion and renewals across all solution areas within assigned regional clients.
• Builds relationships and influences stakeholders.
• Works with and through company's network of offices to deliver an excellent client experience in each relevant market.
• Realizes revenue and margin targets and maximizes sales opportunities through connecting client needs with company offerings and solutions.
• Develops and drives organization strategy with local client managers within assigned regional accounts.
• Uses engagement skills to establish account strategies with key stakeholders (focus of power, focus of receptivity, focus of dissatisfaction).
• Minimizes churn and maximizes retention in assigned accounts.
• Use company's sales tools (for example, ) and methodology to effectively manage the accounts, opportunities, pipelines and forecast.
• Be fully aware of and understand the International Trade Policy.
• Meets or exceeds quota targets through comprehensive account management.
• Grows the profitability, revenues and client satisfaction levels for company's regional clients' portfolio.
• Drives passionately for client satisfaction throughout the entire lifecycle of the clients' buying process, by taking ownership for the commercial agreement for each client.
• Generates demand by assisting clients to identify current needs (turning clients' implied needs into explicit needs), and then effectively articulating how company can add value through services and solutions.
• Approaches the management of the account in a systematic way by identifying the strategy which will be used to develop and grow the account profitably.
• Performs vulnerability analysis of company's position in comparison to that of competitors and vendors to ensure the client's requirement is at the heart of the proposed solution.
• Positively influences and enables financial control, governance and compliance in a region throughout area of specialization to prevent and reduce financial costs.
• Acts as first point of contact for client issues.

Knowledge and Attributes:

• Sales business acumen. The skills supporting successful selling through organizational and business outcome mindset. Success will require focusing on planning, leveraging tools and DATA, and concentrating on company business requirements. developing the skills to understand the client's business (including commercial and financial aspects) in order to bring value to them from the company's portfolio of services.
• Sales client engagement and management. The skills used to effectively manage and analyze the client throughout the client lifecycle, with the goal of improving client relationships and driving sales growth. Success will require detailed understanding of client needs, effective sales planning, and building trust, all while managing to client expectations. developing the skills required to know the client, building effective and lasting relationships with them and to be seen as a trusted advisor.
• Sales solution skills. The knowledge of the company's offerings, client applications, use cases and market trends and the skill to apply them to individual client and prospect situations that positions the sales team member as an expert client advisor. Success will require the ability to link company offerings, including high-value services to specific client and prospect needs and outcomes.
• Sales pursuit. The skills and knowledge that enable a sales team member to create success by identifying and advancing opportunities at assigned prospects and clients. Success will require both individual ownership as well as accountability for coordinating internal and external resources in order to close sales opportunities.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in business or a sales related field.
• Relevant vendor certifications would be advantageous

Required experience:

• Seasoned experience in a global partner management role.
• Seasoned experience in a sales environment and/or customer service role.
• Seasoned experience in the IT or professional services industry with a focus on business development and/or sales.
• Seasoned experience in driving alignment to a common vision and working across multiple stakeholders to achieve sales growth.
• Seasoned sales orientation with experience working with clients and business teams to create sales-orientated solutions and services.
• Seasoned experience gained in a similar client manager role.
• Seasoned experience working with contact platform.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

email address. If you suspect any fraudulent activity, please
contact us
.

• Conduct in-depth initial wellness assessments with new clients via video conferencing to understand their goals, challenges, and lifestyle.
• Develop personalized, holistic wellness plans encompassing nutrition, exercise, stress management, sleep hygiene, and mindfulness practices.
• Provide ongoing remote coaching and support to clients, empowering them to implement their wellness plans and overcome obstacles.
• Educate clients on healthy lifestyle choices, evidence-based wellness strategies, and self-care techniques.
• Monitor client progress, celebrate successes, and adjust wellness plans as needed to ensure continued improvement.
• Foster a supportive and motivating client-provider relationship built on trust and empathy.
• Facilitate virtual workshops and group coaching sessions on various wellness topics.
• Maintain accurate and confidential client records, documenting session notes and progress reports.
• Stay up-to-date with the latest research and best practices in nutrition, fitness, mental well-being, and holistic health.
• Collaborate with other wellness professionals or healthcare providers as needed to provide comprehensive client support.
• Promote the organization's services and contribute to client acquisition through effective communication and outreach.
• Contribute to the development of new coaching programs and resources for clients.
• Inspire and empower clients to achieve sustainable, long-term health and vitality.

• Certification from a reputable holistic health or wellness coaching program (e.g., NBHWC, Wellcoaches).
• Bachelor's degree in Health Science, Nutrition, Psychology, or a related field is preferred.
• Minimum of 5-7 years of experience as a certified wellness coach, with a proven track record of successfully guiding clients to achieve their health goals.
• In-depth knowledge of nutritional science, fitness principles, stress management techniques, and mindfulness practices.
• Exceptional listening, communication, and motivational skills.
• Proficiency in using video conferencing platforms (e.g., Zoom, Skype) and other digital tools for remote client management.
• Strong understanding of behavior change theories and coaching methodologies.
• Empathetic, patient, and non-judgmental approach to client support.
• Excellent organizational and time-management skills, with the ability to manage multiple clients simultaneously.
• A genuine passion for health, wellness, and helping others achieve their full potential.
• Experience with creating wellness content (blogs, articles, social media posts) is a plus.