Assistant Operations Manager – Health at Old Mutual Kenya

Duties:

• Spearhead enhancements and innovation within the business in relation to processes and systems
• Address cross-functional and interdepartmental process inefficiencies to ensure delivery of superior service to both internal and external customers.
• Track and report on Telephone Efficiency for the business with the objective of improve the response time
• Complaints Management – Ensure all complaints are logged in CRM, tracked and resolved within the stipulated timelines as per the complaints management policy
• Track all customer touch points for the business and address the root causes to ensure superior and differentiated customer experience
• Visit customers, intermediaries and branches periodically with the focus on identifying emerging service issues, root causing and implement improvements to address the gaps
• Timely issuance of the management reports in respect to customer touch points, which include but not limited to Complaints, Service meetings, NPS/NES, Complaints, processing TATs
• Continuously improve processes by reviewing them periodically and automating routine processes
• Maintain and update processes manual for the department from Level 1 to 5 including SOPs
• Ensure compliance to DPA and AML business requirements
• Ensure 100% compliance to existing business processing controls

Skills/Qualifications:

• Bachelor’s degree in the relevant field
• Progressing to ACII Qualification
• 5 years in medical insurance underwriting and operations functions
• Demonstrate interest in attaining professional insurance qualification
• Good spoken and written communication skills
• Strong analytical and reporting skills
• Strong skills with Microsoft Office Package: Excel, PowerPoint and Outlook

PERSONAL ATTRIBUTES             

• Good communication skills
• Knowledge in medical risk assessment.
• Good people skills
• Diplomacy and tact
• Honesty and integrity
• Good assessment and analytical skills
• Ability to work with cross functional teams
• Ability to meet strict deadlines
• Ability to interact at all levels