Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...


Corporate Document and Data Operations Associate

Job Purpose

The role of the DDO Associate will be to:

Provide prompt, efficient, and effective operational support by entering into LOB systems requisite customer and related product information as per given documentation, performing verification and quality assurance of customer data & information on the customer record and CRM data.
Manage and maintain all company’s physical documents
Co-ordinate activities and support services within the Registry function and give effective supervision to the outsourced registry assistants

Key Responsibilities

Ensure client details/ instructions are accurately and timely processed in line with the requisite processes
Process all reimbursements as per SLA
Process all endorsements as per SLA
Process all policies new and renewal as per SLA
Process all claims from service providers as per SLA
Process all reconciliation service provider invoices are reviewed and shared as per SLA
Co-ordinate any out-sourced services of document storage and retrieval
Accurate and timely processing of client requests
Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.
Escalate quality issues to the Operations manager for management.
Implement the customer experience strategy in the respective business divisions
Investigate and respond to all internal and external customer inquiries promptly.
Process all approved underwriting policies and claims processing within the provided SLAs
Escalate complex queries to the appropriate functional area
Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
Investigate and respond to all customer inquiries promptly.
Respond to customer queries in a professional manner
Make customers’ experiences better by ensuring customer satisfaction
Ensure high standards of Customer Service are maintained all at levels
Carry out customer and product-related document processing

Knowledge, experience and qualifications required

Leadership category responsibility framework (Core Competencies) Emerging Leaders in Britam need to:

Plan, direct and apply efficiencies and resources in order to optimize output and profitability against time, cost, team targets;
Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
Ensure that department priorities are adhered to and effectively communicated;
Ensure competent and effective people resources through appropriate coaching, development, and people supervision as appropriate;
Embody a high-performance proactive culture;
Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimize operational effectiveness
Effectively communicate resource needs, possible opportunities, and achievements to management in order to aid them in their decision-making
Effectively set and monitor priorities and objectives for more junior staff;
Understand and communicate objectives in relation to the larger organizational impact;
Effectively disseminate knowledge within the correct context, towards subordinates as well as management; Appropriately model the company values while setting the pace and energy for delivering;
Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
Provide access to accurate and consistent information and services across all channels;
Ensure a seamless experience for clients; Improve service delivery for clients;
Engage in continuous brand building to become trusted partners to clients.

Knowledge, experience, and qualifications required

Bachelor’s degree in a business-related field
At least 2- 4 years experience in a similar position Computer Literate; emphasis on Microsoft Office and EDMS

Corporate Team Leader Motor Underwriting


Job Purpose:

The role holder would be responsible for assessing risks in accordance with laid down underwriting procedures in the company and ensuring effective and efficient service delivery to customers within the corporate segment.

Key Responsibilities

Drive progress towards the goal to reduce UW costs and loss ratio of the motor business.
Coordinate with Manager ICT Infra and Service on driving increased use of analytics and automation in Underwriting
Review all applications for insurance –determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise.
Ensure all related activities to underwriting are properly coordinated and enforced
Prepare certificates and cover notes where necessary
Preparing policy documents, debit & credit notes & endorsements and authorizing them within authority limits
Lead in ensuring 100% compliance on motor vehicle valuations
Monitor and ensure compliance on pricing as per our underwriting manual and reinsurance treaties
Ensure 100% compliance on certificate management
Ensuring premiums are settled as per company policy
Assess the loss ratios and ensuring that only quality business in invited for renewal
Reviewing renewal terms, ensuring renewal notices go out on time and following up renewals to ensure high retention rate
Ensure timely preparation and dispatch of policy documents
Review of suspense items and follow up on outstanding requirements with a view to reconciling them on time
Timely processing of quotations and tender documents, credits and refunds.
Maintain a high standard level of customer service - responding to general underwriting inquiries (walk-in clients, telephone, and emails)
Liaise with intermediaries and direct clients on issues relating to their policies
Implement a credit control policy and ensure that premiums are debited and collected as required
Ensure regulatory compliance
Enforce compliance of underwriting guidelines
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 reduction in loss ratio, especially through increased automation where applicable
Drive increase in UW efficiency
Prevention of fraud
Drive compliance with underwriting and reinsurance guidelines
Drive periodic review of binder arrangements

Knowledge, experience and qualifications required

Knowledge, experience, and qualifications required

Bachelor’s degree in Business Related field
Professional qualification in Insurance (ACII or IIK)
5-7 years’ experience in the insurance industry of which two must have been in a supervisory role
Knowledge and experience in the insurance sector
Good data analysis knowledge

Method of Application

Use the link(s) below to apply on company website.

Corporate Document and Data Operations Associate
Corporate Team Leader Motor Underwriting