EMC Document and Data Operations Associate at Britam

Job Purpose:

The role of the DDO Associate I 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 and records
• Co-ordinate activities and support services within the Registry function
• Give effective supervision to the outsourced registry assistants
• Scanning, assembling and franking of policy documents and dispatch process 

Key responsibilities

• Daily & monthly reporting of registry and policy assembly processes 
• Ensure client details/ instructions are accurately and timely processed in line with the requisite processes 
• Co-ordinate any out-sourced services of document storage and retrieval
• Policy document: printing, franking, assembly and scanning to DMS
• Ensure timely dispatch of assembled policy schedules to branches within TAT
• Processing the completion of new business, client services e.g. issuance of policy documents while adhering to set procedures and guidelines thus limiting the exposure to risk and litigation
• Verifying stamp duty amount due on the sum assured 
• Dispatch and tracking of policy documents to branches
• Physical document handling: 
• Receipt and verification of records submitted by branches and business units
• Arrangement and retrieval of physical documents.
• Sorting of documents and verifying their attachments.
• File recording: tracking, safe movement and custody of client files and policies between branches & HQ
• Quarterly archiving of files not in current use
• General Registry work as assigned by a DDO team lead
• Accurate and timely processing of client requests
• Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.
• Escalate quality issues to Operations manager for management.
• Participate in development of knowledge base within DDO

Key Performance Measures

As described in your Personal Score Card