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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...
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Job Purpose:
Key responsibilities
- Respond to customer queries on assigned channels (email, social media, WhatsApp, SMS, web chats) promptly and professionally.
- Maintain desirable service levels or Contact Centre operations.
- Resolve customer issues effectively at the first point of contact.
- Update and maintain accurate customer records in relevant systems.
- Meet team and departmental targets (SLAs and KPIs).
- Manage bulk communications like SMS and email campaigns.
- Maintain high service levels and follow Contact Centre processes.
- Participate in service improvement initiatives and provide feedback on better customer experiences.
- Prepare and share reports promptly to ensure timely decision-making and effective communication.
- Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations.
- Adherence to best practice standards in achieving Customer experience metrics and processes in comparison with best-in-class contact centres.
- Perform any other duties as may be assigned from time to time.
- Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- University degree in a social science or business-related field.
- Relevant experience in a call centre and/or Customer Service.
go to method of application »
Job Purpose:
A role holder will be responsible of in driving Britam General Insurance (BGI) customer engagement, and revenue growth. He/She will be responsible for developing and implementing marketing strategies that align with business goals, analyzing market trends to identify opportunities, and managing campaigns across various channels.
Skills Required for This Role:
- Creativity: As a Marketing Manager, you may be responsible for developing new strategies and campaigns for the Britam General Insurance company. Creativity can help you come up with innovative ideas that can help your company grow.
- Marketing knowledge: The Marketing Manager will need to have an understanding of offline and online marketing strategies and tactics. They know how to develop a marketing plan, how to create a marketing calendar and how to measure the success of a marketing campaigns.
- Strategic thinking: As a Marketing Manager, strategic thinking is an important skill to have because it allows you to develop effective marketing strategies for your clients. This skill also allows you to develop strategies that help your clients grow their businesses.
Key Responsibilities:
Strategic Accountability:
- Develop, implement, and continuously refine the GI marketing strategy in alignment with business, brand, and growth objectives.
- Translate strategic priorities into structured marketing plans, performance targets, and delivery across customer segments.
- Provide subject-matter leadership on brand and marketing to internal stakeholders and senior management.
Financial & Performance Management:
- Accountable for GI marketing performance, including customer acquisition, lead generation, conversion, and revenue contribution.
- Optimize marketing investment to deliver efficiency, effectiveness, and measurable return on investment.
- Monitor, analyse, and report on marketing performance metrics to inform decision-making and performance reviews.
Creative & Brand Governance:
- Provide creative leadership for visual assets in GI.
- Ensure consistent application of brand standards, quality, and tone across marketing touch points.
Event Management:
- Event planning and execution by ensuring that every aspect of the event aligns with the brand strategy and delivers measurable business outcomes. They are responsible for defining clear objectives, identifying target audiences, and developing integrated promotional campaigns to drive attendance and engagement.
- Coordinating with internal teams and external partners, managing budgets, overseeing
branding and messaging consistency, and ensuring seamless execution on the ground.
- Additionally, track performance metrics such as leads generated, conversions, and brand visibility, providing post-event analysis to inform future initiatives and maximize return on investment.
Digital Channels and Social Media Engagement:
- Responsible for the GI segment content on Company’s website and social media channels,
including content development and continuous updating of the website and intranet.
- Conduct monthly website audits on GI segment pages to ensure content is up to date.
- Measure the results of digital advertising campaigns to determine their effectiveness and cost benefit ratio.
- Create always-on content together with digital agency.
- Product and Brand SEO - Collaborate across internal teams (marketing, product, technology,
research, etc.) to evaluate SEO opportunities that deliver business goals, research project requirements, audit implementation, and analyze the results.
- Enhance usability, design, content and conversion of the company’s websites.
- Devise, implement and manage effective social media marketing campaigns and trends.
- Develop, implement and monitor all digital marketing campaigns (pay per click advertising, email campaigns, Search Engine Optimization, SMS, videos, blogging etc.
- Design internal communication materials i.e. emailers, e-shots, flyers.
Research:
- Perform market analysis and research on the latest trends in financial services industry and share in monthly report.
- Follow up on weekly and monthly reports from agency partners and ensure timely execution.
- Monitor and evaluate competitor activity on both traditional and digital media and share monthly report.
- Assist in coordinating focus group discussions and in-depth interviews together with internal and external partners.
Vendor & Stakeholder Management:
- Manage relationships with marketing agencies and service providers.
- Set performance expectations and ensure value for money from external vendors.
- Collaborate cross-functionally with Brand, Sales, IT, Customer Experience, Risk, and Business Units to deliver integrated outcomes.
Risk, Compliance & Governance:
- Ensure compliance with brand guidelines, regulatory requirements, data protection, and platform governance standards.
Provide oversight of marketing risk management, including brand reputation, platform compliance, and crisis response.
- Act as custodian of brand governance frameworks and best practices.
- Knowledge, experience and qualifications required
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.
go to method of application »
Job Purpose:
- The Chief Executive Officer is the accountable leader of Britam Life Assurance Company (Kenya) Limited. The CEO is responsible for the full execution of BLA's strategic plan; for the financial performance, regulatory compliance, and operational integrity of the business; for building and sustaining a high-performing leadership team and organization; and for representing BLA credibly to its Board, regulators, customers, investors, and the wider public.
- The CEO serves simultaneously as the company's Principal Officer as required under the Insurance Act (Cap 487) and the IRA regulations, bearing personal accountability for ensuring BLA operates in full compliance with all applicable insurance laws, regulations, and guidelines.
Key responsibilities:
Strategic Leadership and Business Performance
- Lead the development, communication, and full execution of BLA's ASCEND 2026–2030 strategy, ensuring alignment with Britam Group strategic priorities.
- Translate the Group's bold aspirations into annual business plans, budgets, and operating targets with clear accountability across the executive team.
- Drive the achievement of all financial targets: revenue, profitability, market share, shareholder returns, and solvency ratios.
- Identify and pursue growth opportunities organic and inorganic including new market segments, distribution partnerships, Takaful, and regional expansion.
- Provide the Board with regular, high-quality strategic and financial reporting that enables informed governance and decision-making.
- Make bold, evidence-informed executive decisions with speed and conviction, managing risk appropriately without creating decision paralysis.
Commercial Growth and Distribution
- Drive the retail life business to achieve premium income targets through the FA network, bancassurance, broker, and digital channels.
- Lead the corporate and SME segment building a 20,000-strong client base in partnership with the corporate business team.
- Scale the FA network to 4,000 financially educated, productive advisers with 60% monthly productivity making the FA channel BLA's most powerful competitive moat.
- Build direct and digital distribution channels to capture 20% of new business from the GenZ, Diaspora, and digitally enabled customer segments.
Champion product innovation driving the transformation to unit-linked and risk-only products while maintaining competitive investment returns on client funds.
- Develop and execute the NSSF Tier 2 and Trust Business strategy to capture the growing retirement savings market.
Investment Management and Financial Stewardship
- Oversee BLA's investment strategy ensuring competitive returns on client funds (targeting >12% p.a.) and shareholder funds (targeting 18–24% p.a. through alternative assets).
- Champion the alternative investment framework deploying capital into infrastructure and energy, private equity, private credit, real estate, and venture capital via Betalab.
- Ensure robust IFRS 17 financial management, accurate actuarial reserving, and full compliance with IRA financial reporting requirements.
- Maintain BLA's capital adequacy and solvency at the levels required by IRA regulations and the Group's internal risk appetite framework.
- Manage the P&L with rigour driving OPEX ratio reduction from 33% to 26% through operational efficiency without compromising service quality.
Regulatory, Governance and Principal Officer Responsibilities
- Serve as the IRA-approved Principal Officer, bearing personal and corporate accountability for BLA's full compliance with the Insurance Act (Cap 487), all IRA regulations, circulars, and guidelines.
- Build and maintain a proactive, transparent, and constructive relationship with the Insurance Regulatory Authority of Kenya.
- Prepare and present board papers that provide strategic direction, financial performance assessment, and material risk disclosures to the BLA Board of Directors.
- Ensure that all statutory returns, actuarial reports, and regulatory filings are submitted accurately and on time.
- Ensure the establishment and maintenance of a robust risk management framework, including enterprise risk management, operational risk, and compliance oversight.
- Operate within Britam Holdings PLC's Group governance framework — including group policies, delegation of authority matrices, and reporting obligations to the Holdings Board.
People Leadership and Organizational Development
- Build, lead, and develop a world-class executive team capable of delivering the ASCEND strategy; recruiting, retaining, and developing talent at every level.
- Create a high-performance, values-driven culture aligned to Britam's values: Accountability, Trust, Agility, and Customer-first.
- Implement the People and Talent pillar of ASCEND ensuring BLA is an employer of choice in the Kenyan insurance market.
- Develop clear succession plans for all key executive and senior management roles, including the CEO role.
- Lead organizational design and structure to ensure BLA has the capabilities, capacity, and agility required by its growth ambitions.
- Champion diversity, equity, and inclusion across the organization including gender parity in leadership representation.
Stakeholder and Brand Leadership
- Represent BLA credibly and compellingly to all material external stakeholders: Board, regulators, institutional investors, corporate clients, intermediaries, and media.
- Build and maintain strategic relationships with government ministries, regulators, industry bodies (AKI), and peer institutions relevant to BLA's business interests.
- Champion BLA's brand ensuring the company is recognized as Kenya's leading, most trusted, and most customer-obsessed life insurer.
- Maintain constructive relationships with Group peers and the Group Managing Director, operating as a collaborative member of the Britam Group leadership community.
- Proactively manage BLA's public and reputational profile positioning the company as an industry thought leader.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
Mandatory Requirements:
- A recognized university degree at minimum first degree level; A Master’s degree and postgraduate qualification is an advantage.
- A professional insurance qualification recognized by the IRA — ACII (Chartered Insurer), FLMI (Fellow, Life Management Institute), or equivalent approved professional certification.
- IRA fit-and-proper compliance, a clean professional regulatory record with no adverse determinations, disciplinary findings, or sanctions.
- Minimum 12 years of progressive experience in the life insurance and financial services industry, with at least 5 years in a Chief Executive Officer, Managing Director, or equivalent senior leadership role with full P&L accountability.
- Demonstrated experience operating as or directly supporting a Principal Officer under Kenyan or comparable insurance regulatory framework.
Strongly Preferred Requirements:
- Experience leading a life insurance entity with revenues of KES 20 billion or more.
- Direct experience in the Kenyan insurance market deep understanding of the competitive landscape, customer segments, and regulatory environment.
- Track record of delivering on a high-growth strategy not just managing a book, but transforming a business's market position.
- Experience in alternative investments, IFRS 17 implementation, or advanced actuarial management.
- Experience building or scaling a digital distribution or direct-to-customer channel.
- Regional/pan-African experience across East or Southern Africa.
go to method of application »
Job Purpose:
Reporting to the Chief Actuary, provide actuarial support to business and participate in overall risk management for the company. He/she is expected to lead and manage a team that is all rounded and highly motivated to achieve both their personal and career objectives.
Key responsibilities
- Provide input into underwriting strategy and rules for General Insurance, entities across the Group.
- Analyze statistical data in order to determine rates for different risks in acceptance of proposals for new policies and products in conjunction with the underwriting department.
- Review the product performance with regards to their claims and expense experience and advise on appropriate pricing.
- Provide analysis to support the application of appropriate reinsurance arrangements and provide inputs to the reinsurance management strategy.
- Working with the risk and compliance department in the measurement quantification of operational risk in General Insurance entities.
- Provide leadership to the team in determining and calculating all GI insurance contract reserves.
- In charge of developing the Asset Liability Management framework for the General Insurance entities, working closely with the wider Actuarial Team and the investment team to actualize the ALM framework.
- Coordinate the preparation of business plans/budgets and capital management initiatives for the GI business.
- Provides input to the enterprise risk management by conducting stress and scenario testing, reviewing the risk appetite statements, etc.
- Ensuring compliance with IRA regulation and other relevant regulations.
- Supervising, mentoring and coaching staff under supervision
- Work closely with the finance function, appointed actuary and external auditor in the preparation of financial statements and the disclosure requirements.
- Be highly conversant with IFRS 17 requirements and have the relevant skills to implement the new standard.
- Make presentations to management and board on the performance of the various GI entities, including financial impacts of actions taken by management and the board.
- Perform any other duties as may be assigned from time to time
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- University Degree in actuarial science, statistics, engineering, mathematics, physics, economics or related field with strong emphasis on mathematical proficiency.
- 7-9 years’ of relevant actuarial experience in an actuarial function with a company with a similar maturity level as Britam.
- Fellow of the Institute of Actuaries or significant progress with exams from a recognized actuarial body.
- Experience working in a fast-growing environment.
- Excellent team leadership skills, communication, organization and presentation skills.
- Team Development & Capacity Building.
- Board & Executive Financial Advisory.
go to method of application »
Job Purpose:
- The Chief Executive Officer is the accountable leader of Britam Life Assurance Company (Kenya) Limited. The CEO is responsible for the full execution of BLA's strategic plan; for the financial performance, regulatory compliance, and operational integrity of the business; for building and sustaining a high-performing leadership team and organization; and for representing BLA credibly to its Board, regulators, customers, investors, and the wider public.
- The CEO serves simultaneously as the company's Principal Officer as required under the Insurance Act (Cap 487) and the IRA regulations, bearing personal accountability for ensuring BLA operates in full compliance with all applicable insurance laws, regulations, and guidelines.
Key responsibilities:
Strategic Leadership and Business Performance
- Lead the development, communication, and full execution of BLA's ASCEND 2026–2030 strategy, ensuring alignment with Britam Group strategic priorities.
- Translate the Group's bold aspirations into annual business plans, budgets, and operating targets with clear accountability across the executive team.
- Drive the achievement of all financial targets: revenue, profitability, market share, shareholder returns, and solvency ratios.
- Identify and pursue growth opportunities organic and inorganic including new market segments, distribution partnerships, Takaful, and regional expansion.
- Provide the Board with regular, high-quality strategic and financial reporting that enables informed governance and decision-making.
- Make bold, evidence-informed executive decisions with speed and conviction, managing risk appropriately without creating decision paralysis.
Commercial Growth and Distribution
- Drive the retail life business to achieve premium income targets through the FA network, bancassurance, broker, and digital channels.
- Lead the corporate and SME segment building a 20,000-strong client base in partnership with the corporate business team.
- Scale the FA network to 4,000 financially educated, productive advisers with 60% monthly productivity making the FA channel BLA's most powerful competitive moat.
- Build direct and digital distribution channels to capture 20% of new business from the GenZ, Diaspora, and digitally enabled customer segments.
Champion product innovation driving the transformation to unit-linked and risk-only products while maintaining competitive investment returns on client funds.
- Develop and execute the NSSF Tier 2 and Trust Business strategy to capture the growing retirement savings market.
Investment Management and Financial Stewardship
- Oversee BLA's investment strategy ensuring competitive returns on client funds (targeting >12% p.a.) and shareholder funds (targeting 18–24% p.a. through alternative assets).
- Champion the alternative investment framework deploying capital into infrastructure and energy, private equity, private credit, real estate, and venture capital via Betalab.
- Ensure robust IFRS 17 financial management, accurate actuarial reserving, and full compliance with IRA financial reporting requirements.
- Maintain BLA's capital adequacy and solvency at the levels required by IRA regulations and the Group's internal risk appetite framework.
- Manage the P&L with rigour driving OPEX ratio reduction from 33% to 26% through operational efficiency without compromising service quality.
Regulatory, Governance and Principal Officer Responsibilities
- Serve as the IRA-approved Principal Officer, bearing personal and corporate accountability for BLA's full compliance with the Insurance Act (Cap 487), all IRA regulations, circulars, and guidelines.
- Build and maintain a proactive, transparent, and constructive relationship with the Insurance Regulatory Authority of Kenya.
- Prepare and present board papers that provide strategic direction, financial performance assessment, and material risk disclosures to the BLA Board of Directors.
- Ensure that all statutory returns, actuarial reports, and regulatory filings are submitted accurately and on time.
- Ensure the establishment and maintenance of a robust risk management framework, including enterprise risk management, operational risk, and compliance oversight.
- Operate within Britam Holdings PLC's Group governance framework — including group policies, delegation of authority matrices, and reporting obligations to the Holdings Board.
People Leadership and Organizational Development
- Build, lead, and develop a world-class executive team capable of delivering the ASCEND strategy; recruiting, retaining, and developing talent at every level.
- Create a high-performance, values-driven culture aligned to Britam's values: Accountability, Trust, Agility, and Customer-first.
- Implement the People and Talent pillar of ASCEND ensuring BLA is an employer of choice in the Kenyan insurance market.
- Develop clear succession plans for all key executive and senior management roles, including the CEO role.
- Lead organizational design and structure to ensure BLA has the capabilities, capacity, and agility required by its growth ambitions.
- Champion diversity, equity, and inclusion across the organization including gender parity in leadership representation.
Stakeholder and Brand Leadership
- Represent BLA credibly and compellingly to all material external stakeholders: Board, regulators, institutional investors, corporate clients, intermediaries, and media.
- Build and maintain strategic relationships with government ministries, regulators, industry bodies (AKI), and peer institutions relevant to BLA's business interests.
- Champion BLA's brand ensuring the company is recognized as Kenya's leading, most trusted, and most customer-obsessed life insurer.
- Maintain constructive relationships with Group peers and the Group Managing Director, operating as a collaborative member of the Britam Group leadership community.
- Proactively manage BLA's public and reputational profile positioning the company as an industry thought leader.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
Mandatory Requirements:
- A recognized university degree at minimum first degree level; A Master’s degree and postgraduate qualification is an advantage.
- A professional insurance qualification recognized by the IRA — ACII (Chartered Insurer), FLMI (Fellow, Life Management Institute), or equivalent approved professional certification.
- IRA fit-and-proper compliance, a clean professional regulatory record with no adverse determinations, disciplinary findings, or sanctions.
- Minimum 12 years of progressive experience in the life insurance and financial services industry, with at least 5 years in a Chief Executive Officer, Managing Director, or equivalent senior leadership role with full P&L accountability.
- Demonstrated experience operating as or directly supporting a Principal Officer under Kenyan or comparable insurance regulatory framework.
Strongly Preferred Requirements:
- Experience leading a life insurance entity with revenues of KES 20 billion or more.
- Direct experience in the Kenyan insurance market deep understanding of the competitive landscape, customer segments, and regulatory environment.
- Track record of delivering on a high-growth strategy not just managing a book, but transforming a business's market position.
- Experience in alternative investments, IFRS 17 implementation, or advanced actuarial management.
- Experience building or scaling a digital distribution or direct-to-customer channel.
- Regional/pan-African experience across East or Southern Africa.
go to method of application »
Job Purpose:
Reporting to the Chief Actuary, provide actuarial support to business and participate in overall risk management for the company. He/she is expected to lead and manage a team that is all rounded and highly motivated to achieve both their personal and career objectives.
Key responsibilities
- Provide input into underwriting strategy and rules for General Insurance, entities across the Group.
- Analyze statistical data in order to determine rates for different risks in acceptance of proposals for new policies and products in conjunction with the underwriting department.
- Review the product performance with regards to their claims and expense experience and advise on appropriate pricing.
- Provide analysis to support the application of appropriate reinsurance arrangements and provide inputs to the reinsurance management strategy.
- Working with the risk and compliance department in the measurement quantification of operational risk in General Insurance entities.
- Provide leadership to the team in determining and calculating all GI insurance contract reserves.
- In charge of developing the Asset Liability Management framework for the General Insurance entities, working closely with the wider Actuarial Team and the investment team to actualize the ALM framework.
- Coordinate the preparation of business plans/budgets and capital management initiatives for the GI business.
- Provides input to the enterprise risk management by conducting stress and scenario testing, reviewing the risk appetite statements, etc.
- Ensuring compliance with IRA regulation and other relevant regulations.
- Supervising, mentoring and coaching staff under supervision
- Work closely with the finance function, appointed actuary and external auditor in the preparation of financial statements and the disclosure requirements.
- Be highly conversant with IFRS 17 requirements and have the relevant skills to implement the new standard.
- Make presentations to management and board on the performance of the various GI entities, including financial impacts of actions taken by management and the board.
- Perform any other duties as may be assigned from time to time
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- University Degree in actuarial science, statistics, engineering, mathematics, physics, economics or related field with strong emphasis on mathematical proficiency.
- 7-9 years’ of relevant actuarial experience in an actuarial function with a company with a similar maturity level as Britam.
- Fellow of the Institute of Actuaries or significant progress with exams from a recognized actuarial body.
- Experience working in a fast-growing environment.
- Excellent team leadership skills, communication, organization and presentation skills.
- Team Development & Capacity Building.
- Board & Executive Financial Advisory.
Method of Application
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