Vacancies at Britam

Job Purpose:

• To identify business requirements and develop solutions (database design, workflows, user/data interfaces, integrations) and design, development, and 2nd line support of business Applications, ranging from user analysis, design, and development to implementation and maintenance.

Key Responsibilities:

• Configure and/or customize business applications to meet business requirements using various database and software tools.
• Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
• Enhance and create user and system documentation as needed.
• Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications. 
• Capturing of business applications information needs and mapping of the same to the software and /or database components.
• Perform data modelling to analyze and specify data structures within an application system.
• Developing database objects and structures for data storage, retrieval and reporting according to specifications.
• Implementing and testing database design and functionality and tuning for performance. 
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications. 
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.
• Delegated Authority:  As per the approved Delegated Authority Matrix.

Key Performance Measures:
As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Degree in Computer Science or a technical-related field.
• 4 – 6 years experience in applications development, which includes system customization, support and report designs.
• 2 years’ experience with RDMS preferably MS SQL Server, Oracle and MySQL.
• Certified in IT.
• Know data analysis and analytics, Mobile infrastructure, Internet technologies, e-commerce and e-payment technologies.
• Experience in process automation using robotics.
• Previous experience in a financial/insurance institution will be an added advantage. 
• Membership to relevant IT bodies.

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Job Purpose:
We are seeking a skilled IT Business Analyst with proven experience in the insurance sector to bridge the gap between business stakeholders and the technical development team. The ideal candidate will work on projects involving life, general, and health insurance systems, ensuring that system requirements align with business objectives and regulatory standards.
Key Responsibilities:

• Gather, analyze, and document business requirements for insurance systems, including policy administration, claims management, underwriting, and customer portals.
• Work closely with business users to identify process improvements and recommend technology solutions.
• Translate business requirements into functional and technical specifications for development teams.
• Develop comprehensive user stories, use cases, wireframes, and process flows to communicate requirements effectively.
• Facilitate requirements workshops, JAD sessions, and user acceptance testing (UAT) with stakeholders.
• Collaborate with developers, testers, and other stakeholders to ensure accurate implementation of business requirements.
• Monitor and track project progress, ensuring timely delivery of system enhancements and bug fixes.
• Conduct impact analysis for proposed system changes and assess potential risks.
• Prepare detailed business requirement documents (BRDs), functional specification documents (FSDs), and other relevant documentation.
• Assist in the development of training materials and conduct user training sessions.
• Stay updated on insurance industry trends, regulatory changes, and emerging technologies relevant to insurance systems.

Knowledge, experience and qualifications required

• Bachelor’s degree in Business Administration, Commerce, Acturial Studies,Information Technology, or a related field.
• Minimum of 2 years of experience as a Business Analyst in the insurance industry.
• Strong understanding of life, health, and general insurance products and processes.
• Experience in defining requirements for policy administration systems, claims processing, and underwriting systems.
• Proficiency in business analysis tools such as JIRA, Confluence, Visio, or similar.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders.
• Demonstrated experience in Agile/Scrum methodologies and SDLC frameworks.
• Strong documentation skills, including BRDs, FSDs, and user manuals.
• Ability to work independently and handle multiple projects simultaneously.

Technical/Functional competencies:

• Experience working with Insurance  Policy Administration Systems.
• Knowledge of insurance regulatory frameworks and compliance standards.
• Understanding of API integration and data mapping for insurance systems.

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Job Purpose:
We are seeking a skilled Developer with expertise in .NET Core and DevExpress XAF (eXpressApp Framework) to design, develop, and maintain enterprise-level applications. The ideal candidate will work closely with business analysts, project managers, and other developers to deliver robust solutions that meet business requirements and align with best practices.
Key Responsibilities:

• Develop and maintain web and desktop applications using .NET Core and DevExpress XAF.
• Design and implement user interfaces using DevExpress XAF modules, ensuring consistent user experience and adherence to UI/UX standards.
• Integrate third-party APIs and services to extend application functionalities.
• Collaborate with business analysts to gather requirements and translate them into technical specifications.
• Perform code reviews, optimize application performance, and ensure scalability.
• Debug, troubleshoot, and resolve application issues in a timely manner.
• Implement secure coding practices to safeguard data integrity and prevent vulnerabilities.
• Develop database schemas, stored procedures, and queries using MS SQL Server or other RDBMS.
• Participate in Agile/Scrum development processes, including sprint planning, stand-up meetings, and retrospectives.
• Maintain comprehensive documentation for all developed modules and features.

Knowledge, experience and qualifications required

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 2 years of hands-on experience in .NET Core and DevExpress XAF development.
• Strong understanding of C#, LINQ or Entity Framework, and RESTful APIs.
• Proficiency in creating complex reports and dashboards using DevExpress Reporting.
• Experience with MS SQL Server, including database design, optimization, and query development.
• Familiarity with version control systems (e.g., Git).
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Technical/Functional Competencies:

• Experience with ASP.NET MVC/Web API and Blazor.
• Knowledge of cloud platforms such as Azure or AWS.
• Familiarity with CI/CD pipelines and DevOps practices.
• Exposure to other DevExpress components, such as XtraReports and Dashboard.
• Understanding of OAuth, JWT, and secure application development.

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Job Purpose:
The role will be directly responsible for end-to-end Complaints/issue resolution and monitoring and 
ensuring that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers. Follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress. The role will also identify thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause. 

Key responsibilities:

• Handling and investigating end to end Customer complaints and Queries received via various channels i.e. branch walk-ins, contact centre, social media, website, emails, digital channels etc.
• Ensuring all complaints are logged in centralized system.
• Investigate complaints thoroughly within a timely fashion; communicating respectfully and 
  empathetically with complainants and keeping them updated on the resolution progress.
• Monitor and escalate recurring/thematic issues, recommend resolution and process improvements to improve overall client experience.
• Root cause analysis and insights. 
• Reporting. 
• Adhere to complaints management procedures and policy
• Train frontline and support teams on the complaints management procedures to ensure adherence of the same.
• Conduct Voice of the Customer Surveys on the Complaints resolution process.
• Monitoring issues raised on Service Desk.

Knowledge, experience and qualifications required:

• University degree from a recognized institution.
• Minimum of 2 years’ experience in managing customer complaints within the financial services industry. 
• Excellent relationship development skills applied within a customer service role.
• Excellent written and verbal communication.
• Strong interpersonal and negotiation skills.
• Build rapport and establish relationships with internal and external stakeholders using a  collaborative manner to achieve desired results.
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritize tasks – in particular the ability to support and prioritize tasks from more than one team member.
• High level attention to details and commitment to quality.
• A demonstrated understanding of how efficient process and correct behaviour enable excellent  customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance.
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through  a significant change event.