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  • Posted: Jul 5, 2022
    Deadline: Not specified
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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...
    Read more about this company

     

    Head of Partnerships & Digital Operations

    Job Purpose

    • Reporting to the Partnerships & Digital Director, the job holder will the role holder will be accountable for overseeing the technical and non-technical operations supporting P&D Customer Segment through operational excellence to drive growth in profitability.
    • The role will play a significant role in developing and implementing processes necessary to achieve the organization’s business goals and objectives.

    Key responsibilities

    • Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings such as claims TAT and reconciliations. 
    • Codify the practices for managing partners - including on boarding, retention, remuneration, incentives and performance monitoring.
    • Ensure operational efficiency in Claims and Underwriting for partnership and digital customer segment in accordance with established SLAs.
    • Manage and collaborate with key internal stakeholders for business and operational efficiency 
    • Leading and executing the operational strategy of the P&D segment by establishing and enforcing organizational goals, policies and operating procedures.
    • Defines annual operating budget for P&D Operations and ensures unit operates at or below budget
    • Manage key relationships with clients and intermediaries in the market by ensuring that service to customers and producers meets their expectations.
    • Provide effective leadership and direction to the team of claims and underwriting specialists with P&D operations to achieve departmental set KPI’s
    • Carry out market intelligence to ensure the company is in tandem with industry trends to ensure profitability across all products.
    • Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks  
    • Design and implement operational efficiency processes to drive seamless partner processes
    • 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 increase in CSAT and NPS for P&D customer segment and intermediaries
    • Drive customer retention rate 
    • Drive improvement in loss and expense ratio for P&D customer segment
    • Drive compliance with various regulatory and contractual and internal policy requirements within operations
    • Automation of critical processes in underwriting and claims
    • SLA Adherence.

    Knowledge, experience and qualifications required

    • Bachelor’s degree in a business related field. Masters’ Degree is an added advantage
    • Professional qualification in Insurance (ACII, FLMI or AIIK)
    • 7- 10 years’ experience in a Financial Institution, 3-4 of which should have been in managerial operations role
    • Proven experience as an Operations Manager within a Financial Services Industry (Banking and Finance/ Insurance).  
    • Significant experience in stakeholder management and working with various teams to ensure segment strategies are achieved. 
    • Knowledge of insurance regulatory requirements
    • Knowledge of insurance products
    • A deep understanding of leveraging technology and processes to standardise operations, reducing turn-around times on all key business processes. 
    • A demonstrated track record in optimising operations to enhance the overall partner experience.

    Leadership category responsibility framework (Core Competencies) 

    Change Leaders in Britam need to

    • Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
    • Continuously configure and adapt the functional area to most effectively suite the future view of the business;
    • Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
    • Be in touch with the changing industry, customer needs and international best practice; 
    • Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues; 
    • Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning; 
    • Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
    • Facilitate functional integration; 
    • Ensure the development and establishment of appropriate behavior and values (culture) within the function that aligns with the strategic direction and values of the business; 
    • Co-ordinate between functions and divisions to ensure optimization of the value chain and resources; 
    • Ensure alignment of strategy, objectives and deliverables within the function;
    • Develop innovative partnerships and distribution channels to increase Britam’s market penetration;
    • Ensure a seamless experience for clients;
    • Appropriately allocate funds and capital to maximize shareholder value;
    • Adequately manage operational risk;
    • Increase operational efficiency; 
    • Provide access to accurate and consistent information and services across all channels;
    • Improve quality and speed of decision making across the business.

    Closing: 17 July 2022

    Method of Application

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

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