Vacancies at Britam

Job Purpose:

Responsible for management of branch operations in accordance with set SLAs.

Key responsibilities:

• Oversee day to day running of the branch operations i.e., claims, underwriting, customer services in accordance with set SLAs.
• Ensure customer complaints and other enquiries are handled speedily and effectively to ensure customer satisfaction for all lines of business in line within set SLAs.
• Play a key role in liaising with other departments in retail, corporate, P&D and EMC divisions, other branches and third parties like banks, brokers and other sources of premiums e.t.c. to conclusively resolve customer inquiries.
• Supervise branch premium processing and bank statement reconciliations by ensuring that they are done promptly and accurately.
• Oversee timely generation of all relevant reports on all branch activities from time to time and effectively communicating the same to the respective manager(s).
• Provide effective leadership, direction and staff supervision to the branch. 
• Drive compliance with all company procedures e.g., on premium processing, banking, underwriting, compliance review of application forms, kyc etc. 
• Supervise maintenance and storage of accurate and proper records at the branch. 
• Oversee office cleanliness, custody/safety of company assets, Security, brand image is upheld and orderliness at all times.
• Supervise proper use of petty cash by reviewing and approving its usage.
• Supervise timely delivery of GI policy documents (newly issued and endorsements); contract notes, receipts, renewal notices, certificates etc to customers directly or by liaising with the selling intermediaries.
• Management of branch expenditure/costs e.g., lighting, water bill, stationery, time management etc.
• Drive compliance with all statutory requirements at the branch i.e., business permits, IRA license etc.
• Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Support business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
• Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
• Credit and debit approval within the authority matrix.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:
As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Bachelor’s Degree in a business-related degree. 
• 7-10 years’ experience in the insurance industry or related field.
• Professional Qualifications: AIIK, LOMA or ACII.

Technical/ Functional competencies:

• Knowledge of insurance & investment concepts.
• Knowledge of underwriting, claims processes and procedures.
• Technical competence in underwriting insurance risks/ Investment products.
• Knowledge of insurance & investment regulatory requirements.
• Leadership and conflict resolution skills.
• Analytical and report writing skills.

Leadership category responsibility framework (Core Competencies):
Team 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 optimise operational effectiveness.
• Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimised 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.

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Job Purpose:

• The role will serve as a point of contact and link between directors, managers, internal departments, and external parties, including vendors, and customers. 
• The role will handle clerical and administrative duties, analyze and improve office processes and policies, and ensure that the office operates smoothly.
• The role holder will also assemble and summarize data for reports as well as drive process improvement and initiatives that impact the function. They will work closely with team members to ensure that all project requirements, deadlines, and schedules are on track.

Key responsibilities:

• Coordinates Security issues for all Company assets, Staff, stakeholders, and Information.
• Conduct investigation and make recommendations on recovery of loss as well as prevention of future losses. 
• Developing organization security contract Management guidelines in consultation with Group Security Manager.
• Interpret and disseminate company security policies and procedures.
• Facilitate and coordinate security liaison between the Company and other stakeholders for all Security matters for the Company’s installations.
• Develop and monitor Service Level targets for outsourced security services.
• Ensure that all business recovery/contingency plans and/or procedures held within the security department are kept up to date.
• Perform audits of security-related performance and conduct physical surveys of premise security, including security equipment Ensure compliance with security and Safety standards.
• Monitor, evaluate, and appraise employees within the Section.
• Formulate a Security survey plan and objectives and track the implementation of the recommendation.
• Ensuring adherence to the prescribed policies and procedures.
• Maintaining security-related inventory of services, equipment, and materials.
• Coordinating Management of Control Rooms, and CCTVs in the region.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:

• Security Governance, Risk, and Compliance.
• Security Monitoring and Incident Response.
• Security Assurance, uptime, performance.
• Service Level Agreements, detection rate and change failure rate.

Knowledge, experience and qualifications required

• Bachelor’s degree in any of the following disciplines: Security Management, Criminology, Police Science, Leadership and Security Management.
• Peace Building, Conflict Management, Risk and Disaster Management, Public Administration, or any other Social Science from a recognized institution. 
• Diploma in any of the following fields: investigation, intelligence, security, or equivalent qualification not less than one (1) year from a recognized institution.
• At least 3 years’ corporate experience in security operations.
• Membership to International Security bodies or affiliations. 
• Experience/ training in Police, Military, National Intelligence service or international Security Institutions.
• Experience and training in team supervisory will be an added advantage.

Technical Competencies:

• Integrating safety and security policies with business operations.
• Evaluating safety and security plans for effectiveness.
• Building and managing emergency response teams.
• Conducting risk audits and assessments.
• Overseeing security investigations.
• Demonstrate excellent surveillance and emergency response skills. 
• A strong commitment to security rules and knowledge of all hazards and threats to safety.
• Exhibit leadership skills.

Leadership category responsibility framework (Core Competencies):
Essential Competencies:

• Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision-making at the management level; learns from successes and failures and seeks feedback from colleagues and customers.
• Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; contributes to team spirit and reconciles interpersonal conflict; adapts to the team and fits in.
• Applying Expertise and Technology - Applies specialist and technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; exhibits high standards for quality and quantity; monitors and maintains own quality and productivity; works in a systematic, methodical, and orderly way; consistently achieves project goals.
• Following Instructions and Procedures - Follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
• Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; accepts diversity; displays individual responsibility towards the community and the environment; acts out the organizational values during every day interactions.

Desirable Competencies:

• Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies and requests feedback regarding own development needs and makes use of developmental or training opportunities.
• Writing and Reporting - Writes convincingly; writes clearly, concisely and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
• Analysing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; demonstrates an understanding of how one issue may be a part of a much larger system.
• Planning and Organizing - Adheres to clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish own tasks; manages own time effectively; monitors own performance against deadlines and milestones.
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of work life and personal life.