Corporate Document and Data Operations Associate at Britam

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