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  • Posted: Oct 19, 2021
    Deadline: Oct 24, 2021
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    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...
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    Branch Operations Team Leader (Meru)

    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
    • Ensuring 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
    • Ensure branch premium processing and bank statement reconciliations are done promptly and accurately.
    • Ensuring 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 
    • Ensure compliance with all company procedures e.g. on premium processing, banking, underwriting, compliance review of  application forms,  kyc etc. 
    • Ensure maintenance and storage of accurate and proper records at the branch 
    • Ensure office cleanliness, custody/safety of company assets, brand image is upheld and orderliness at all times
    • Ensure proper use of petty cash by reviewing and approving it’s usage.
    • Ensure 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
    • Ensure 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.
    • Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.

    Knowledge, experience and qualifications required

    • Bachelor’s Degree in a business-related degree. 
    • 4-6 years’ experience in a similar position in a busy insurance office

    Method of Application

    Interested and qualified? Go to Britam on britam.taleo.net to apply

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