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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,
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