Job Openings at Britam

Job Purpose:

• The job holder is responsible for the conceptualization and implementation of effective and strategic marketing campaigns with positive returns to the business. 
• He/she will also be required to monitor closely the day-to-day marketing activities ensuring that regular tracking is managed, and report to the Head of Marketing as well as coordinate and collaborate with stakeholders on the deployment of campaigns assigned.

Key Responsibilities:

• Collaborate with the lead to understand product offerings and target customers and align on marketing strategies and campaigns.
• Manage and coordinate all marketing, advertising, and experiential activities in liaison with the Head of Marketing. 
• Liaise with the advertising company/ Agency on the development of product communication materials and advertising campaigns.
• Responsible for the review of content on the company’s website and in liaison with the Digital team to coordinate content development and ensure continuous updating of the website.
• Support the development and innovation of products.
• Develop promotion materials to assist Businesses in marketing activities.
• Manage the utilization and measurement of the Segment’s marketing budgets.
• Manage the execution and implementation of the marketing plans and projects.
• Monitor, review and report on all marketing activity and results.
• Demand generation: Carry out activities and programs that drive demand for the segment’s products.
• Enforce product positioning and messaging that differentiates the segment’s products in the market.
• Sales enablement: Communicate the value proposition of the products to the sales team and coordinate the development of sales tools that support the selling process of products.
• Product launches: Plan the launch of new products, and releases and manage the overall implementation and sustenance of the launch plan.
• Market intelligence: Co-ordinate research on products, channels and customer satisfaction on behalf of the Segment. 
• Delegated authority: as per the approved delegated authority matrix.

Key Performance Measures:

• Implementation of new customer segments in all communication initiatives.
• ROI tracking for revenue booked under new production campaigns.
• Count of new customers on boarded.
• Conceptualization and execution of Above the Line marketing activities that boost brand visibility and awareness.
• Implementation of an ‘Always On’ Digital Marketing Strategy.
• Execution of experiential marketing initiatives to support sales efforts and boost brand visibility for the Britam Brand.

Knowledge, experience and qualifications required:

• Bachelor’s degree in Business or social sciences.
• MBA in Marketing, PR will be an added advantage.
• Professional marketing qualification e.g. CIM or equivalent.
• Member of the Chartered Institute of Marketing.
• 7- 10 years working experience in a similar position with at least 3- 4 years’ experience in management.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.

Leadership category responsibility framework (Core Competencies):

Change Leaders in Britam need to:

• Operationally lead a team to service customers from a sustainable and growing customer base whilst increasing profit.
• Ensure the company’s objectives are met by being a vision carrier and by implementing strategy and operational outputs.
• Effectively run the business and manage staff in order to enable functional leaders to focus on developing strategy.
• Effectively identify and define key performance areas, deadlines and goals for their team in order to optimize operational effectiveness.
• Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimized succession planning.
• Create a high-performance, proactive culture and motivated team.
• Monitor operational implementation, budgets, plans, goals and outputs in order to ensure alignment with the departmental strategy.
• Ensure that department priorities are adhered to and effectively communicated.
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management.
• Appropriately model the company values while setting the pace and energy for delivering.
• Benchmark operational activities internally as well as externally in order to be a leader in the industry.
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness.
• Provide access to accurate and consistent information and services across all channels.
• Adequately manage operational risk.

Closing: 05, April 2023

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Job Purpose: 

To ensure the provision of consistently high quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Customer Experience Centre to Customers.

Key responsibilities:

• Drive progress towards the goal to reduce operational costs and increase total number of customers via retention by answering calls in a professional and informative manner. 
• Handling customer queries, complaints, instructions received through call and email communication 24/7.
• Interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines. 
• Adherence to admission and discharge protocol i.e. claim reserve, initial authorized cost, cover benefits and duration. 
• Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, and verifying information as well as liaise with underwriters on the scope of cover for the various schemes benefits.
• Prepare periodic care reports for management on medical matters/ issues.
• Maintain and improve quality results by adhering to standards and Customer Experience guidelines, recommending improved procedures with a QA score target 90%, NPS +30, CSAT 90%.Customer Effort 90%. 
• Ensure clients outpatient approvals are issued via email as per SLA. 
• Maintains communication equipment by logging in 90% of interactions through CRM for traceability / visibility.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required:

• Degree/Diploma in a Nursing or Clinical Medicine 
• At least 2-3 years’ experience in insurance Industry or contact center operations.

Technical/ Functional competencies:

• Ability to discreetly handle sensitive and confidential information.
• Strong organizational skills; ability to prioritize work and meet deadlines.
• Strong writing, analysis and presentation skills.
• Computer literate (MS Word, PowerPoint and Excel expert).
• Records management.
• Planning and organizational skills.

Closing: 06, April 2023