Officer – Business Conservation & Customer Service
2026-06-22T07:34:08+00:00
Alliance Life Assurance Ltd
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https://www.greattanzaniajobs.com/jobs
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Insurance
Customer Service, Business Operations, Advertising & Marketing, Sales & Retail
2026-06-26T17:00:00+00:00
8
Career Opportunity
Organization: Alliance Life Assurance Limited
Job title: Officer – Business Conservation & Customer Service
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 the business requirements dictate. Management may assign new duties, reassign existing duties, or eliminate / alter a function.
1. Business Conservation & Persistency Management
- Implement comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, both corporate & 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.
2. Customer Experience Strategy & NPS Management
- Co-design and work on setting up Alliance Life’s customer service.
- 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 customer-centric culture through training and awareness programs.
3. 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
4. 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, passing feedback to respective units and ensure close-looping.
- Gain competitive intelligence to benchmark Alliance Life’s 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 and interpersonal skills, presentation, negotiation and persuasive skills.
- In-depth understanding of sales techniques, life insurance products and customer behaviour.
- Proficiency in Microsoft Office Suite and ability to learn new or updated software.
- Confidentiality: Demonstrated ability to handle confidential information with discretion.
- Adaptability: Ability to adapt to changing priorities, multi-task, ccreative thinking and problem-solving abilities.
- Team Player: Ability to Ability to work independently collaborate effectively collaboratively in a fast-paced environment.
- Proven valid network within the corporate world.
- Customer/client care oriented.
- Ability to portray high level of integrity and professionalism, including well-groomed appearance.
- Must comply with the policies and procedures of the company.
General
Alliance Life Assurance Ltd (ALAL) promotes an inclusive workplace that provides equal opportunities for all employees, including reasonable accommodations for individuals with disabilities.
* Implement comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, both corporate & 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. * Co-design and work on setting up Alliance Life’s customer service. * 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 customer-centric culture through training and awareness programs. * 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). * 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, passing feedback to respective units and ensure close-looping. * Gain competitive intelligence to benchmark Alliance Life’s performance against industry best practices.
* Excellent communication and interpersonal skills, presentation, negotiation and persuasive skills. * In-depth understanding of sales techniques, life insurance products and customer behaviour. * Proficiency in Microsoft Office Suite and ability to learn new or updated software. * Confidentiality: Demonstrated ability to handle confidential information with discretion. * Adaptability: Ability to adapt to changing priorities, multi-task, ccreative thinking and problem-solving abilities. * Team Player: Ability to Ability to work independently collaborate effectively collaboratively in a fast-paced environment. * Proven valid network within the corporate world. * Customer/client care oriented. * Ability to portray high level of integrity and professionalism, including well-groomed appearance. * Must comply with the policies and procedures of the company.
* Bachelor’s Degree in Marketing, Business Administration or a related field.
JOB-6a38e570b383c
Vacancy title:
Officer – Business Conservation & Customer Service
[Type: FULL_TIME, Industry: Insurance, Category: Customer Service, Business Operations, Advertising & Marketing, Sales & Retail]
Jobs at:
Alliance Life Assurance Ltd
Deadline of this Job:
Friday, June 26 2026
Duty Station:
Dar es Salaam | Dar es Salaam
Summary
Date Posted: Monday, June 22 2026, Base Salary: Not Disclosed
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JOB DETAILS:
Career Opportunity
Organization: Alliance Life Assurance Limited
Job title: Officer – Business Conservation & Customer Service
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 the business requirements dictate. Management may assign new duties, reassign existing duties, or eliminate / alter a function.
1. Business Conservation & Persistency Management
- Implement comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, both corporate & 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.
2. Customer Experience Strategy & NPS Management
- Co-design and work on setting up Alliance Life’s customer service.
- 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 customer-centric culture through training and awareness programs.
3. 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
4. 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, passing feedback to respective units and ensure close-looping.
- Gain competitive intelligence to benchmark Alliance Life’s 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 and interpersonal skills, presentation, negotiation and persuasive skills.
- In-depth understanding of sales techniques, life insurance products and customer behaviour.
- Proficiency in Microsoft Office Suite and ability to learn new or updated software.
- Confidentiality: Demonstrated ability to handle confidential information with discretion.
- Adaptability: Ability to adapt to changing priorities, multi-task, ccreative thinking and problem-solving abilities.
- Team Player: Ability to Ability to work independently collaborate effectively collaboratively in a fast-paced environment.
- Proven valid network within the corporate world.
- Customer/client care oriented.
- Ability to portray high level of integrity and professionalism, including well-groomed appearance.
- Must comply with the policies and procedures of the company.
General
Alliance Life Assurance Ltd (ALAL) promotes an inclusive workplace that provides equal opportunities for all employees, including reasonable accommodations for individuals with disabilities.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
If you meet the qualifications and are interested in this position, please submit your resume with the subject Business Conservation & Customer Service.
Only shortlisted candidates will be contacted.
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