Vacancies at Britam

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:

• University degree in a social science or business related field. 
• At least 2-3 years’ experience in a contact center.

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Job Purpose:
The Talent & Capability Associate (6 months Fixed term contract) will support HR Operations in Talent Acquisition, Onboarding, Performance management and Learning & development across the organization. He/She will deliver exceptional employee experience, ensuring efficiency while ensuring adherence to set policies, procedures and guidelines.

Key Responsibilities:
Recruitment and Selection:

• Assist in attracting and evaluating candidates from a diverse pool of recent graduates and experienced professionals.
• Support the recruitment process by helping with job postings, shortlisting candidates, and coordinating interview schedules.
• Respond to inquiries from prospective applicants promptly and professionally to ensure a positive candidate experience.
• Build relationships with candidates throughout the selection process by providing timely updates and communication.
• Learn to utilize recruitment technology systems (e.g., Taleo) to track candidate applications and statuses.
• Collaborate with HR Business Partners (HRBPs) to assist in interview coordination and candidate communication.

Onboarding:

• Assist in implementing onboarding processes for new hires to ensure a smooth transition.
• Welcome newly hired employees and help manage their onboarding experience.
• Prepare and send communications regarding new staff announcements to the business.
• Schedule and coordinate onboarding presentations by liaising with various departments.
• Serve as a point of contact for hiring managers and new employees during the onboarding process.
• Gather feedback on the onboarding experience using surveys to identify areas for improvement.

Performance Management:

• Support the performance review process by tracking timelines for quarterly, mid-year, and end-year evaluations.
• Provide updates on the status of quarterly appraisals and ensure that all staff KPIs and job descriptions are discussed with new joiners.
• Follow up on probation periods and confirmation processes for new hires to ensure timely completion.

Learning & Development

• Assist the Learning Lead and the Head of Talent and Capability in various learning and development initiatives.
• Support the implementation of the Annual Training Calendar and monthly learning schedules.
• Promote a learning culture by championing existing learning platforms, such as LinkedIn Learning.
• Help organize and coordinate ongoing L&D activities at the group level and in different operational countries.
• Prepare and present basic reports on training metrics and effectiveness as needed.
• Utilize L&D data to identify training needs and recommend solutions to enhance development programs.

Knowledge, experience and qualifications required:

• Bachelor’s Degree in Human Resources or a related field.
• Diploma in HRM and/or Certification in CHRP is an added advantage.
• 1-2 years’ experience in generalist human resources management.
• Excellent interpersonal and communication skills.
• Able to work effectively in a multicultural environment.
• Attention to detail, organized, and has the ability to prioritize skills.
• Skills in database management and analytics.
• Ability to work in a fast-paced environment and handle a high volume of requests in an effective and timely manner.
• Proficiency in advanced excel.