Jobs at Old Mutual Kenya

KEY TASKS AND RESPONSIBILITIES

• End to end proactive management of Intermediaries and customer relationships for assigned portfolio of schemes.
• Ensure superior customer experience is always provided to intermediaries/clients while working closely with other departments.
• Track and report on delivery of OM Customer Service Charter to meet the NPS and NES targets
• Contribute to the profitable growth of the portfolio based on set annual targets through profitable retention of existing business
• Responsible for obtaining and providing correct market intelligence on renewal/Tender business to ensure it is correctly/competitively priced.
• Proactively manage and reduce all costs including cost controls for adverse performing schemes.
• Support on excess, undertakings, and premium collection.
• Adhere to all the processes, procedures and controls set parameters.
• Train and increase uptake of all automation initiatives by clients/intermediariesand having gained comprehensive understanding of the same.
• Demonstrate teamwork/spirit and continued personal development.
• Any other duties that may be assigned by the management.

SKILLS AND COMPETENCIES

Technical Skills:

• Health Benefit Plans Management
• Presentation & Public speaking skills
• Key Accounts Management
• Customer Servicing
• Ability to work independently in a fast-paced environment
• Highly motivated, flexible and adaptable nature.
• Good business acumen and good understanding of the market
• Self-starter who shows initiative and is able to work under minimal supervision
• Personal and professional ethics.
• Generic Competencies:
• Planning and Organising
• Analytical Thinking & Risk Management
• Process Discipline and Quality Orientation
• Decision Making
• Business Acumen
• Strategic Orientation
• Result Orientation
• Developing Self/Others
• Culture sensitivity on Diversity, Equity and Inclusion

KNOWLEDGE & EXPERIENCE

• 2-3 years’ experience in the insurance industry preferably in client servicing
• Experience in handling SME/Corporate clients/portfolio is a must.
• Sales experience and excellent report writing communication and interpersonal skills.

QUALIFICATIONS & ELIGIBILITY

• Required Experience
• 2-3 years’ experience in the insurance industry preferably in client servicing
• Experience in handling SME/Corporate clients/portfolio is a must.
• Sales experience and excellent report writing communication and interpersonal skills.

Educational Requirement

• University Graduate in business related degree com/Finance/Business
• Administration Administration-Insurance Option/Marketing/Economics
• Professional insurance qualifications - CII/COP is an added advantage.
• Proficient in the use of Microsoft office suite & packages (word, excel, PowerPoint)

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Responsibilities

Client Issue Diagnosis

• Collate and conduct initial analysis of the information gathered through interviews and research to support the diagnosis of underlying client issues and problems and the design of single solutions.
• Customer Service
• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.
• Community of Practice Management
• Participate in a community of practice in a defined area of expertise or consulting to begin to build own expertise.
• Product/Service Information
• Provide basic product/service information and respond to basic customer questions about the product/service.
• Data Collection and Analysis
• Perform basic data entry tasks, including data verification.
• Knowledge Management
• Collect and create content, best practices, and case studies to capture and share knowledge.
• Personal Capability Building
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Solutions Analysis
• Assess compliance with established standards and protocols for routine inquiries.
• Operational Compliance
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Improvement/Innovation
• Accept changes at work and provide support when asked.

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Job Description

• To assess, price and determine terms for risks presented within set standards of service in a manner to ensure quality selection of risks and timely service.
•  Raise premium debits, credits in a timely manner within the TATs

PRINCIPAL ACCOUNTABILITIES.

• Determine acceptability of risks, monitor and review terms of accounts assigned
• Raise premium debits and credits for work allocated within TAT  
• Capture insured, risk, and premium data correctly in the system
• Prepare and follow up renewal notices to ensure retention.
• Requisition for premium refund to facilitate issue of cheque
• Ensure that premiums are paid in respect of accounts managed
• Maintain effective business relationships to ensure effective delivery of service
• Maintain service standards to ensure high quality customer service is delivered.

KNOWLEDGE AND EXPERIENCE.

Qualifications:

• 1st Degree

Experience:

• 1 year experience is an added advantage.

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Reporting to the Business Processing corporate Supervisor, the incumbent will optimally carry out corporate business processing in the department and ensure that customer standards are met.

KEY TASKS AND RESPONSIBILITIES

• Ensure completeness of insurance documentations – KYC. These will include accurate details in the proposal forms, fully filled Group application form, COI, CR12, PIN Certificates and checklists
• Premiums Processing for schemes in the system as per the provided quote ensuring it is tallying with the manual invoice shared with the client
• Process underwriting documentation. Ensuring that all introduced schemes have been reviewed and approved by the underwriter
• Respond to inter departmental queries and complaints in a timely manner
• Support the credit control team in adhering to their policies and procedures
• Membership Management- Deletions, additions, member lists, deactivation letters etc. Always ensuring that you have instructions from the scheme contact person
• Preparation of Virtual Medical cards, activation, deactivation.
• New medical scheme set ups- Ensuring you have received the member list, underwriting summary, and instructions to proceed with onboarding of the scheme.
• Resolve any customer complaints/issues/concerns in a prompt and professional manner, where necessary escalate to the various departments/authorities for closure.
• Maintaining and updating the renewal tracker, card tracker and uploading of documents in share point.
• Provide excellent and prompt customer service for maintenance of a positive reputation for the business.

SKILLS AND COMPETENCIES

• Sound Technical Underwriting skills.
• Intensive and extensive product knowledge
• People Management and Overall Managerial Skills
• Good analytical skills
• Customer service skills
• Good Communication Skills
• Computer Literate with good knowledge of Excel

KNOWLEDGE & EXPERIENCE

• Minimum 2 years’ experience.

QUALIFICATIONS

• Degree in insurance or business related.
• Professional qualifications (CII or IIK) or good progress