Job Purpose Statement
To manage all agency’s claims and support the customer service functions
Responsibilities
Claims Management 55%
Manage all claims (general and life policies) from end to end ensuring settlement within the timelines as per SLA.
Preparation and analysis of claims summary reports on the Bancassurance claims history and other statistical reports advised by the manager.
Track loss ratio reports from the insurers for management and mitigation.
Providing Risk Management advice – Notifying the team on any issues affecting the risk and where improvement is required.
Updating customers and relationship managers on claim positions and statuses.
Financial 10%
Generation of business from the banks existing portfolio. (Upselling, new business and renewals).
Cross-selling other bank products
Internal business processes 15%
Review of the policies issued and the policy documents to ensure sufficient scope.
Train bank staff on claims processes and management.
Review claims procedures in line with the industry practice.
Customer 10%
Detailed explanation of insurance policies to customers, staff and the bank (internal customers).
Supervise Customer service and relations functions and manage the complaints and compliments register through the support of the clients services officer.
Managing client and service providers’ relationships – resolve clients’ (internal & external) issues.
Learning and growth 10%
Achieve learning/training through E-learning, Internal & External training activities.
Ensure compliance with the leave policy on block leave and minimum carry over.
Counsel, motivate and create a good working environment for all staff to enhance individual performance and productivity including an effective performance appraisal system.
Develop and agree on an annual basis, individual and team performance objectives, standards and targets.
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