Jobs at Old Mutual Kenya

Job Description

The Operations Manager will be responsible for overseeing day-to-day operations, will have a proven track record of utilizing data analytics to drive efficiency, automate processes, and effectively manage risks

KEY TASKS AND RESPONSIBILITIES

• Develop and implement strategies to improve operational efficiency, reduce costs, and increase customer satisfaction while managing risks effectively.
• Utilize data analytics to identify trends, inefficiencies, and opportunities for process automation.
• Oversee the day-to-day operations of the motor insurance division, including claims management, policy administration, and customer service.
• Lead cross-functional teams to drive process improvements, implement automation solutions, and manage project timelines.
• Collaborate with IT and other departments to ensure technology solutions are aligned with business objectives and provide adequate support.
• Analyse and interpret data to make informed business decisions, track progress, and measure the impact of operational changes.
• Ensure compliance with industry regulations and company policies, while effectively managing risks.
• Develop and manage an effective process to manage different stakeholders in the value chain and customer touchpoints.
• Mentor and develop team members to enhance their skills and support their professional growth.
• Any other duties as it may be assigned by management from time to time.

KNOWLEDGE & EXPERIENCE

• 5+ years of experience in operations management, with a focus on motor insurance.
• Strong data analytics skills and experience using data to drive business decisions.
• Proven track record of successfully implementing process automation and operational efficiencies.
• Strong understanding of effective risk management and ability to mitigate risks in day-to-day operations.
• Excellent leadership and communication skills, with the ability to lead cross-functional teams.
• Ability to analyse complex data, identify trends, and make informed decisions.
• Experience in developing and managing processes to effectively manage stakeholders in the value chain and customer touchpoints.
• Ability to work in a fast-paced, deadline-driven environment.

QUALIFICATIONS

• Bachelor’s degree in business, operations or a related field.
• Master’s degree in a business-related field will be an added advantage.

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Job Description

The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual Medical emergency hotlines

KEY TASKS AND RESPONSIBILITIES

• Answer incoming telephone calls into the Call Center in a professional manner at all times
• Working with providers and the Old Mutual Case management team to manage the admission and discharge process of Old Mutual Members
• Managing requests for services from providers, intermediaries and clients, providing information on the Old Mutual provider network, available benefits per scheme policy and services and other routine information
• Processing pre-authorization requests for outpatient services
• Provides health information to customers via Old Mutual approved resources
• Completes accurate and timely documentation of all services provided to callers
• Escalate / liaise with claims/ care teams on any issues which require further consultation  
• In conjunction with Smart applications resolve card issues raised at the point of service.
• Attends all required training sessions and meetings.
• Normal information center duties. E.g. carrying out customer surveys, social media and email management.
• Performs all other tasks as assigned by the Information Center Manager, Case Management Supervisor, Medical Case Management Manager and/or Medical Claims Manager.

SKILLS AND COMPETENCIES

Competences

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations
• Strong verbal and written communication skills
• Maintains a professional/customer service focus at all times.

Qualifications & Requirements

• Availability to work any both day and night shifts
• 1+ years in Patient Customer Service Experience Preferred
• 1+ years Call Center experience Preferred
• 6+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
• Knowledge of medical terminology/Coding (ICD10)
• Bachelor’s Degree or Diploma in Nursing
• Experience working in the Insurance industry preferred