Manager Operations and Captive Business at KCB Bank Kenya

Reporting to the Managing Director, the Bancassurance Manager - Operations & Captive Business will be responsible for developing and implementing the strategy for the Captive Business, Underwriting and Claims. The role holder will be responsible for ensuring operational efficiency, maintaining service quality standards, and driving growth while also managing the risks associated with these operations and ensuring compliance with regulatory requirements.

Key Responsibilities

• Develop and lead the implementation of the Captive, Underwriting and Claims strategy in line with the overall Bancassurance Strategy.
• Ensure achievement of Captive Business profitability targets through revenue maximization whilst ensuring recognition of all Captive Business revenues.
• Offer technical expertise for all insurance contracts with underwriters and ensure production reconciliations through the declaration process.
• Ensure timely and accurate processing of claims, including investigation,evaluation, negotiation, and settlement.
• Develop and implement operational policies, procedures, and standards to ensure effective and efficient service delivery.
• Monitor and analyze operational metrics to identify areas for improvement and implement corrective actions in line with set operations standards
• Collaborate with business partners, users, customers, and underwriters to develop new products that provide adequate risk coverage and position KBIL to generate revenue from the product sales.
• Ensure all underwriting and claims processes are documented, approved and maintained in compliance with KBIL processes.
• Champion the delivery of excellent customer experience by monitoring and analysing customer engagement tracking tools and KPIs (NPS, CES and RMS) to identify areas for improvement. Implement strategies to enhance the customer experience.
• Manage relationships with stakeholders, both within and outside the Bank
• Lead and manage the operations team, including performance management, talent development, coaching, and development.

The Person

For the above position, the successful applicant should have the following:

• University degree in a Business-related field.
• Master’s degree is an added advantage.
• Diploma in Insurance.
• Minimum of 6 years’ experience in Operations for life and general insurance with at least 4 years’ experience in a senior management role leading in underwriting and claims.