Business related jobs, Operations jobs, Customer Care jobs, Insurance jobs,
Assistant Manager Branch Operations
Job Purpose:
Responsible for management of branch operations in accordance with set SLAs.
Key responsibilities:
- Oversee day to day running of the branch operations i.e. claims, underwriting, customer services in accordance with set SLAs.
- Ensure customer complaints and other enquiries are handled speedily and effectively to ensure customer satisfaction for all lines of business in line within set SLAs.
- Play a key role in liaising with other departments in retail, corporate, P&D and EMC divisions, other branches and third parties like banks, brokers and other sources of premiums etc to conclusively resolve customer inquiries.
- Supervise branch premium processing and bank statement reconciliations by ensuring that they are done promptly and accurately.
- Oversee timely generation of all relevant reports on all branch activities from time to time and effectively communicating the same to the respective manager(s).
- Provide effective leadership, direction and staff supervision to the branch.
- Drive compliance with all company procedures e.g. on premium processing, banking, underwriting, compliance review of application forms, kyc etc.
- Supervise maintenance and storage of accurate and proper records at the branch.
- Oversee office cleanliness, custody/safety of company assets, Security, brand image is upheld and orderliness at all times.
- Supervise proper use of petty cash by reviewing and approving it’s usage.
- Supervise timely delivery of GI policy documents (newly issued and endorsements); contract notes, receipts, renewal notices, certificates etc to customers directly or by liaising with the selling intermediaries.
- Management of branch expenditure/costs e.g. lighting, water bill, stationery, time management etc.
- Drive compliance with all statutory requirements at the branch i.e business permits, IRA license etc.
- Perform any other duties as may be assigned from time to time.
- Delegated Authority: As per the approved Delegated Authority Matrix.
- Drive customer self service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
- Support business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
- Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
- Credit and debit approval within the authority matrix.
Knowledge, experience and qualifications required
- Bachelor’s Degree in a business related degree.
- 7-10 years’ experience in the insurance industry or related field.
- Professional Qualifications: AIIK, LOMA, ACII.
Technical/ Functional competencies:
- Knowledge of insurance & investment concepts.
- Knowledge of underwriting, claims processes and procedures.
- Technical competence in underwriting insurance risks/ Investment products.
- Knowledge of insurance & investment regulatory requirements.
- Leadership and conflict resolution skills.
- Analytical and report writing skills.
Intermediary Operations Assistant
Job purpose:
Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.
Key responsibilities:
- Implement the customer experience strategy within Intermediary Service Channel.
- Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA’s.
- Process Intermediary Instructions according to the Delegation of authority matrix within set SLA’s.
- Escalate complex queries to the appropriate functional area.
- Maintain an accurate record of all customer interactions in CRM through email, phone calls and whatsapp
- Carry out customer and product related document processing
- Process & issue certificates and cover notes where necessary.
- Process Simple Renewals.
- Initiate processing of AMC, Life and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
- Conduct 1st level underwriting of new business /by carrying out completeness and accuracy checks to
ensure data was captured accurately in the application and systems. - Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
- Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
- Drive the increased use of Self-Service channels by customers and FA’s.
Knowledge, experience and qualifications required:
- Bachelor’s degree in a business related field.
- At least 0-2 years’ experience in the insurance industry or related field.
- Professional qualification is an added advantage.
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Technical/ Functional competencies:
- Knowledge of insurance & investment concepts.
- Knowledge of underwriting processes and procedures.
- Technical competence in underwriting insurance risks/ Investment products.
- Knowledge of insurance & investment regulatory requirements.
Business Development Officer (EMC)
Job Purpose:
Reporting to the Head Of SMEs & Alternate Channels, the role holder will be responsible for developing assigned
channel(s), growing regional presence & diversifying product portfolio to provides sales related support to the
assigned distribution channel(s) and direct business with an aim of growing the revenue and number of customers
within the emerging consumer segment.
Key responsibilities:
- Sourcing of business opportunities for EMC business.
- Manage relationships with clients, intermediaries and partners.
- Participate in conducting market intelligence and initiate proactive and reactive business growth and retention
initiatives. - Assist Head of SMEs & Alternate Channels to gather marketing intelligence and statistics to facilitate
development of strategies to give the company a competitive advantage in Micro insurance space. - Participate in product development lifecycle.
- Follow up on incentives for channels to ensure they are correctly processed and paid on time.
- Adhere to sales tools uptake and usage for channel growth,reporting and management.
- Diversify emerging consumers product portfolio to meet risk protection & investment needs of target
consumer segments. - Create and manage and retain winning partnerships with key product delivery stakeholders
- Manages relationships with the channel clients and intermediaries
- Manage sales costs to ensure profitability
- Ensure the credit policy for the company is adhered to
- Ensure retention of clients, intermediaries and partners as per segment targets
- Perform any other duties as may be assigned from time to time.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
- Bachelors’ degree in a business related field
- Professional qualification in Insurance (ACII, AIIK) an added advantage
COP Compliant an added advantage. - At least 3-4 years experience in the financials sector and an added advantage in the insurance industry and in
sales and business development position
Technical/ Functional competencies:
- Knowledge of insurance regulatory requirements
- Knowledge of insurance products
- Sales and marketing management skills