Summary
Date Posted: Tuesday, July 05, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
• Reporting to the Partnerships & Digital Director, the job holder will the role holder will be accountable for overseeing the technical and non-technical operations supporting P&D Customer Segment through operational excellence to drive growth in profitability.
• The role will play a significant role in developing and implementing processes necessary to achieve the organization’s business goals and objectives.

Key responsibilities
• Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings such as claims TAT and reconciliations.
• Codify the practices for managing partners - including on boarding, retention, remuneration, incentives and performance monitoring.
• Ensure operational efficiency in Claims and Underwriting for partnership and digital customer segment in accordance with established SLAs.
• Manage and collaborate with key internal stakeholders for business and operational efficiency
• Leading and executing the operational strategy of the P&D segment by establishing and enforcing organizational goals, policies and operating procedures.
• Defines annual operating budget for P&D Operations and ensures unit operates at or below budget
• Manage key relationships with clients and intermediaries in the market by ensuring that service to customers and producers meets their expectations.
• Provide effective leadership and direction to the team of claims and underwriting specialists with P&D operations to achieve departmental set KPI’s
• Carry out market intelligence to ensure the company is in tandem with industry trends to ensure profitability across all products.
• Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks
• Design and implement operational efficiency processes to drive seamless partner processes
• Delegated Authority: As per the approved Delegated Authority Matrix
• Perform any other duties as may be assigned from time to time.

Key Performance Measures
• Drive increase in CSAT and NPS for P&D customer segment and intermediaries
• Drive customer retention rate
• Drive improvement in loss and expense ratio for P&D customer segment
• Drive compliance with various regulatory and contractual and internal policy requirements within operations
• Automation of critical processes in underwriting and claims
• SLA Adherence.

Knowledge, experience and qualifications required
• Bachelor’s degree in a business related field. Masters’ Degree is an added advantage
• Professional qualification in Insurance (ACII, FLMI or AIIK)
• 7- 10 years’ experience in a Financial Institution, 3-4 of which should have been in managerial operations role
• Proven experience as an Operations Manager within a Financial Services Industry (Banking and Finance/ Insurance).
• Significant experience in stakeholder management and working with various teams to ensure segment strategies are achieved.
• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• A deep understanding of leveraging technology and processes to standardise operations, reducing turn-around times on all key business processes.
• A demonstrated track record in optimising operations to enhance the overall partner experience.

Leadership category responsibility framework (Core Competencies)
Change Leaders in Britam need to
• Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
• Continuously configure and adapt the functional area to most effectively suite the future view of the business;
• Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
• Be in touch with the changing industry, customer needs and international best practice;
• Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues;
• Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning;
• Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
• Facilitate functional integration;
• Ensure the development and establishment of appropriate behavior and values (culture) within the function that aligns with the strategic direction and values of the business;
• Co-ordinate between functions and divisions to ensure optimization of the value chain and resources;
• Ensure alignment of strategy, objectives and deliverables within the function;
• Develop innovative partnerships and distribution channels to increase Britam’s market penetration;
• Ensure a seamless experience for clients;
• Appropriately allocate funds and capital to maximize shareholder value;
• Adequately manage operational risk;
• Increase operational efficiency;
• Provide access to accurate and consistent information and services across all channels;
• Improve quality and speed of decision making across the business.


Work Hours: 8

Experience in Months: 84

Level of Education: Bachelor Degree

Job application procedure
Use the link(s) below to apply on company website.
• Head of Partnerships & Digital Operations

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