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  • Posted: Oct 29, 2021
    Deadline: Nov 5, 2021
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  • Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
    Read more about this company

     

    Assistant Operations Manager – Health

    Job Description

    The incumbent will be responsible for ensuring the highest degree of service delivery on every customer touch point and from the interdepartmental SLAs by ensuring timely business processing.

    KEY TASKS AND RESPONSIBILITIES

    1. Ensure timely business processing in respect to underwriting process, membership setup, debiting, policy document issuance, medical cards issuance, reports dispatch, maintain and track member education, quarterly review meetings and health talks calendar
    2. Track and report on telephone efficiency for the business with the objective of improving the response time
    3. Interacts with customers, intermediaries, and all stakeholders in a management capacity to resolve issues, retain business and build long term relationships
    4. Document and track feedback received from intermediaries and customers from meetings and ensure closure within the required timelines
    5. Complaints management – Ensure all complaints are logged in CRM, tracked and resolved within the stipulated timelines as per the complaints management policy
    6. Track all customer touch points for the business, escalate any that require intervention to ensure superior and differentiated customer experience
    7. Visit customers, intermediaries and branches periodically with the focus of building and maintaining strong working relationships and ensuring the health business is meeting intermediaries and customer needs from a servicing perspective
    8. Timely issuance of the management report in respect to customer touch points, which includes but is not limited to Complaints, Service Meetings, NPS/NES, Complaints, processing TATs
    9. Continuously improve processes by consistently reviewing them and automating routine processes
    10. Ensure Compliance to DPA and AML business requirements
    11. Ensure 100% compliance to existing business processing controls

    SKILLS AND COMPETENCIES

    1. Good Communication skills
    2. Knowledge in medical risk assessment
    3. Good people skills
    4. Diplomacy and tact
    5. Honesty and Integrity
    6. Good Assessment and analytical skills
    7. Ability to work with cross functional teams
    8. Ability to meet strict deadlines
    9. Ability to interact at all levels
    10. Strong Microsoft Office skills

    QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

    1. Bachelor’s degree in the relevant field
    2. Progressing to ACII Qualification
    3. 5 years in medical insurance underwriting and operations functions

    go to method of application »

    Customer Service Officer

    Job Description

    The incumbent will accurately capture customer information, ensure quality of documentation as per company’s specifications, provide excellent customer service and ensure timely issuance of quotations.

    KEY TASKS AND RESPONSIBILITIES

    1. Debiting of premiums and processing of policy documents
    2. Debiting and processing of renewal endorsements
    3. Processing and checking of underwriting Documents
    4. Issuing of Endorsements
    5. Issuing & signing of Motor Certificates
    6. Issuing and signing of yellow cards
    7. Review and dispatch of notices
    8. Ensure that work is done within the set standards of service
    9. Do a detailed weekly mail reports on outstanding work.
    10. Give quality customer service to all our clients.
    11. Safe keeping of motor certificates and yellow cards.
    12. Perform any other duties as may be required by the management.

    SKILLS AND COMPETENCIES

    1. Good Communication Skills
    2. Computer Literate
    3. Ability to work under minimum supervision

    QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

    1. Bachelor’s Degree plus progress in relevant insurance professional qualifications e.g. AIIK, ACII
    2. Minimum of 1 year preferably in the Insurance Industry

    Method of Application

    Use the link(s) below to apply on company website.

     

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