Jobs Kenya

Website: Website https://www.britam.com

  • Reinsurance Manager

    Reinsurance Manager

    Reporting to the Chief Operating Officer (COO) General insurance, the job holder shall develop and manage underwriting and reinsurance activities in accordance with the company’s underwriting and reinsurance policy and standards so as to meet and exceed customers and shareholders’ expectations.

    Key Responsibilities

    Oversee underwriting and reinsurance activities of general insurance business in Kenya
    Vet all risks to ensure that only quality business is accepted into the company at acceptable rates to ensure profitability and achievement of the set loss ratio targets
    Implement the underwriting strategy, philosophy, policies and procedures
    Ensure achievement of the agreed renewals retention targets in Kenya
    Ensuring that the risks undertaken by the company are adequately covered through reinsurance programmes
    Manage relationships with clients, intermediaries and service providers to ensure agreed service level agreements are achieved and goodwill with all stakeholders is maintained
    Ensuring timely preparation of reports
    Supervision, appraisal, training and development of staff in the department
    Manage staff and resources, provide direction, set goals and ensure the department goals are attained.
    Delegated Authority: As per the approved Delegated Authority Matrix

    Key Performance Measures

    Reinsurance accounting Program management
    Facultative business budget
    Timely security and risk placement
    Reinsurance cost

    A business related University Degree
    Professional Insurance qualification (CII or IIK)
    Must have a minimum of 5 years’ experience in reinsurance field.
    In depth understanding of insurance operations and concepts
    Knowledge of underwriting processes, procedures and concepts
    Knowledge of insurance regulatory requirements
    Knowledge of Reinsurance Treaty, Facultative wording and Reinsurance Slips preparation
     

    Leaders Of Teams Competency Descriptions.

    Deciding and Initiating Action – Ensures key departmental objectives are met, takes responsibility for decisions, actions, projects and people while focusing on achievement of departmental results; takes initiative and works under own direction; initiates and generates activity; makes quick, clear decisions with limited information available which may include tough choices or considered risks; decisions and actions take into account possible impact on all parts of the business.

    Leading and Supervising – Provides the department with a clear direction based on the overall strategic intent of the organisation; Building high expectations about the success of the department; motivates and empowers others with a clear sense of purpose; creates a positive departmental climate that fosters learning and development; acknowledges high potential talent; Recognize the potential of individuals sets and articulates the vision and values through own personal behaviour; Push autonomy and empowerment downwards through the department.

    Persuading and Influencing – Gains clear agreement and commitment from others by persuading, convincing and negotiating to the benefit of the department; promotes the organisational strategy during departmental conversations; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of the department and the organisation; makes a strong personal impact on others; takes care to manage the department’s impression and brand on others.

    Formulating Strategies and Concepts – Works strategically to realise organisational goals within the department; sets and develops departmental strategies; identifies and develops positive and compelling visions of the department’s future potential; Ensure departmental Balanced Scorecard objectives and KPIs are met and Exceeded; Ensure Personal Scorecard Objectives are met and exceeded; takes account of a wide range of issues across, and related to, the organisation; Work with direct reports to ensure the cascading of the strategic plan into integrated departmental plans that are meaningful to individuals; encourages others to take a strategic and long-term view in terms of the department’s future; Emphasise the impact and importance of individual contributions to the successful implementation of the organizational strategy in the department; Evaluate my own and others’ performance fairly and objectively; communicates the organisational strategy, vision and objectives effectively across all levels in the department.

    Entrepreneurial and Commercial Thinking – Keeps up to date with competitor information and market trends; identifies business opportunities for the department; maintains awareness of developments, changes, Add value to the department by capitalising on new business opportunities; trends and possible risks in the department’s structure and politics; demonstrates financial awareness; Identify ways to increase the Britam competitive advantage, exploiting those that will bring the greatest return within an acceptable level of risk; ensures costs are monitored and controlled and thinks in terms of profit, loss and added value; Ensure that sufficient data about financial and other parameters of departmental performance are available; Interpret departmental information objectively against appropriate benchmarks.

    Planning and Organising – Sets clearly defined departmental objectives; plans activities and projects well in advance and takes account of possible changing organisational and market circumstances; identifies and organises resources needed to accomplish projects; manages time effectively; monitors departmental performance against deadlines and milestones.

    Relating and Networking – Easily establishes, as well as assists others in building meaningful relationships with customers and staff across all levels of the organisation, inside and outside of the department; relates well to people at all levels; facilitates the resolutions of conflict and manages disagreements with tact and diplomacy.

    Creating and Innovating – Promotes departmental improvement within relevant scope of influence; produces and encourages new ideas, approaches, or insights; creates the environment for innovative products or designs; produces a range of solutions to the strategic benefit of the department.

    Adhering to Principles and Values – Upholds and encourages ethical behaviour and organisational values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages departmental and individual responsibility towards the community and the environment; models the organisational values during every day interactions.

    Achieving Personal Work Goals and Objectives- Accepts and tackles demanding departmental and personal goals with enthusiasm; leads by example by working hard and putting in longer hours in order to ensure successful implementation and completion of projects; show self-insight in own development needs.

    Adapting and Responding to change – Anticipates and effectively adapts to changing circumstances and ambiguous situations; accepts and actively drives new ideas and change initiatives; adapts interpersonal style to suit different individuals or situations; Monitor changes in departmental issues, structures and dynamics and appreciate their implications for the business; Demonstrate an understanding of the links between the Britam’s structure, goals and capabilities; Constantly aware of competitors, trends and changes in the markets that the Britam works within; Maintains a focus on key priorities and deliverables, staying resilient in the face of pressure; Implement changes within my department to achieve set change goals; Responds flexibly to changing circumstances; Recognises when unable to cope and asks others for help; Uses change as an opportunity to improve ways of working, encouraging others’ buy-in; Takes ownership for communicating change initiatives clearly, ensuring smooth implementation

    Analysing – Strategically analyses sources of information, breaking them into component parts, patterns and relationships; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system.

    Cost Management- Demonstrates an awareness of financial issues affecting my department; Use financial information to monitor departmental performance and guide decisions; Consistently identify opportunities to reduce costs within my department.

    Staff development- Create a positive departmental climate that fosters learning and development ; Identify development needs within my department; Ensure direct reports have personal development plans in place that are regularly reviewed; Provide honest and constructive feedback on my team’s performance; Act as coach or mentor when appropriate; Allocate power, responsibilities and authority to appropriate subordinates

    Organization

    Britam General Insurance Company (K) Limited

  • Chief Operating Officer (Britam Asset Managers)

    Chief Operating Officer (Britam Asset Managers)

    Job Purpose:
    The job holder’s role will be responsible for driving operational efficiency and effectiveness from a people, process and technology perspective with a view of ensuring a competitive advantage for the business’ customer service and process operations. The individual will be responsible for operational and service standards for Kenya and the Regions and will report to the Chief Executive Officer.
     
    Key responsibilities

    People

    Clients: Ensure that the department provides superior customer experience by meeting agreed service expectations, handling and closing out HNW client complaints effectively
    AMC stakeholders: Build working relationships with other departments, develop and monitor interdepartmental service level agreements, liaise with departmental leaders to ensure interdepartmental operational effectiveness,
    Team: Manage the operations, performance and development of the Business Operations Department, ensuring all team members have clear objectives and targets.
    Britam Group stakeholders: Develop key internal relationships and highlight operational and customer service challenges ensuring that these are given prominence and addressed effectively.

    Process

    Originate and execute initiatives to enhance productivity, quality improvement and cost reduction.
    Ensure risk control mechanisms are in place and implement best practices in structure, systems of internal control and processes.
    Ensure department’s compliance with statutory and regulatory requirements.
    Appraise and evaluate the results of overall operations regularly and systematically.
    Direct the development and implementation of procedures and controls, to promote communication and adequate information flow across the business.
    Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings;
    Project Management for business initiatives.
    Delegated Authority; As per the approved delegated authority matrix.
    Perform any other duties as may be assigned from time to time.

    Technology

    Liaise with the Group Chief Information Officer and project manage systems improvement and roll outs.
    Manage technology related and process improvement costs.
    Own and drive benefits realization of current and new systems.
    Adhere to internal and external risk and compliance standards.

    Key Performance Measures

    Systems Benefits Realisation
    Project Management: Quality, Time and Cost
    Client Satisfaction Index
    Net Promoter Score
    Risk Management and Compliance
    Regulatory Compliance

    Knowledge, experience and qualifications required

    Degree in business administration, finance, or business related field.
    At least 8 – 10 years’ experience in a similar position 4 of which must be senior management level.
    Registration with relevant professional body.

     Technical/ Functional competencies

    Experience in service and operational process improvement
    Project Management experience
    Stakeholder Management
    Excellent communication skills

     
    Competencies

    Leaders of Leaders – Summary Competency Expectations
    Leaders of Leaders in Britam need to:
    Ensure Business Objectives are met;
    Be vision carriers; facilitate, drive and extract the vision for the business with the functional team;
    Ensure the successful implementation of the strategy;
    Ensure a sustainable business over a long-term defined vision;
    Have a global understanding of business practices and local application;
    Have a long-term view on profit, functions and processes;
    Grow stakeholder value over the long-term;
    Grow profitably across products and all business units;
    Engage in continuous brand building to become the trusted partners to customers;
    Develop innovative partnerships and distribution channels to increase market penetration;
    Appropriately allocate funds and capital to maximise shareholder value;
    Work strategically to ensure market leading position;
    Adequately manage operational risk.

  • Contact Centre Associate (Internal Candidates Only)

    Contact Centre Associate (Internal Candidates Only)

    Job Purpose

    The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within Britam, supporting the team leaders and managers in gap identification and make recommendations to improve on customer experience and carry out educative campaigns on processes and customer experience systems

    Key Responsibilities

    Analyse / audit service incident data, emails, voice recordings, service requests and customer surveys to identify areas of service delivery that did not meet pre-established performance standards as per the quality assurance score card;
    Provide structured and timely recommendations based on audits done
    Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment;
    Develop and conduct targeted group coaching sessions for frontline staff that address Service Quality deficiencies and/or improvement opportunities;
    Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all frontline and business teams;
    Use customer experience tools to gather data and analyse trends or patterns affecting quality of customer service;
    Collaborates with fellow quality assurance team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience;
    Manage surveys feedback and report preparatio; and
    Facilitate live call surveys based on survey analytics.

    Requirement

    Bachelor’s degree in a business related field from a recognized university.
    2 – 3 years total working experience in customer service within Britam environment.
    Excellent Knowledge of Britam products and services
    Excellent knowledge of Customer Experience Center systems
    Excellent oral, written and interpersonal communication skills
    Strong knowledge of customer care processes and techniques
    Must have good analytical skills as well as decision making abilities.
    Good organizational and planning skills.
     

    Essential Competencies

    Presenting and Communicating Information – Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
    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-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
    Adhering to Principles and Values – Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organisational values during every day interactions.
    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; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
    Planning and Organising – Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
    Delivering Results and Meeting Customer Expectations – Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.

  • Contact Centre Associate

    Contact Centre Associate

    JOB ID: (2000001A)
     Job Purpose

    The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within Britam, supporting the team leaders and managers in gap identification and make recommendations to improve on customer experience and  carry out educative campaigns on processes and customer experience systems

    Key responsibilities

    Analyse / audit service incident data, emails, voice recordings, service requests and customer surveys to identify areas of service delivery that did not meet pre-established performance standards as per the quality assurance score card;
    Provide structured and timely recommendations based on audits done
    Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment;
    Develop and conduct targeted group coaching sessions for frontline staff that address Service Quality deficiencies and/or improvement opportunities;
    Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all frontline and business teams;
    Use customer experience tools to gather data and analyse trends or patterns affecting quality of customer service;
    Collaborates with fellow quality assurance team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience;
    Manage surveys feedback and report preparatio; and
    Facilitate live call surveys based on survey analytics.

    Knowledge, experience and qualifications required

    Bachelor’s degree in a business related field from a recognized university.
    2 – 3 years total working experience in customer service within Britam environment.
    Excellent Knowledge of Britam products and services
    Excellent knowledge of Customer Experience Center systems
    Excellent oral, written and interpersonal communication skills
    Strong knowledge of customer care processes and techniques
    Must have good analytical skills as well as decision making abilities.
    Good organizational and planning skills.

    Essential competencies

    Presenting and Communicating Information – Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
    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-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
    Adhering to Principles and Values – Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organisational values during every day interactions.
    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; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
    Planning and Organising – Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
    Delivering Results and Meeting Customer Expectations – Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.

  • Facilities Manager Property Account Manager Property Research Analyst Property Portfolio Manager Private Equity Portfolio Manager Property Associate

    Facilities Manager Property Account Manager Property Research Analyst Property Portfolio Manager Private Equity Portfolio Manager Property Associate

    Job Purpose:

    The job holder will be responsible for pursuing and closing facilities management business leads and growing the facilities management book. The individual will be responsible for growing and maintaining client relationships and providing value to clients through effective and efficient cost management. The job holder will also have oversight of operational facilities management and security for Britam and Third Party properties. The successful candidate will report to  the Head of Property Services.
    Key responsibilities

    Grow and Maintain Facilities Management Business
    Ensure effective cost management through management of suppliers, repairs and preventative maintenance.
    Manage and provide oversight of efficient and effective repairs, preventative maintenance and security.
    Oversight of facilities inspections and audits.
    Responsible for budgeting and reporting.
    Supervise and manage performance of service providers, engineers and care takers.
    Management and administration of service charge.
    Reporting for property performance.
    Contractor and supplier management.
    10. Coordination and management of office fit outs.
    Ensure maintainance of Health and Safety of Properties as per OSHA requirements
    Comply with statutory and other relevant regulatory bodies.
    Adhere to internal and external risk and compliance standards.
    Delegated Authority; As per the approved delegated authority matrix.
    1Perform any other duties as may be assigned from time to time.

    Key Performance Measures

    Profitability
    Cost Management
    Client Satisfaction Index

    Knowledge, experience and qualifications required

    Bachelors’ Degrees in project management, engineering or property management
    6 – 8 years’ experience in a similar position, of which 3 years must be at management level
    Experience in real estate management
    Registration with relevant professional body

    Core Competencies
    Change Leaders in Britam need to:

    Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
    Continuously configure and adapt the functional area to most effectively suite the future view of the business;
    Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
    Be in touch with the changing industry, customer needs and international best practice;
    Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues;
    Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning;
    Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
    Facilitate functional integration;
    Ensure the development and establishment of appropriate behaviour and values (culture) within the function that aligns with the strategic direction and values of the business;
    Co-ordinate between functions and divisions to ensure optimization of the value chain and resources;
    Ensure alignment of strategy, objectives and deliverables within the function;
    Develop innovative partnerships and distribution channels to increase Britam’s market penetration;
    Ensure a seamless experience for clients;
    Appropriately allocate funds and capital to maximize shareholder value;
    Adequately manage operational risk;
    Increase operational efficiency;
    Provide access to accurate and consistent information and services across all channels;
    Improve quality and speed of decision making across the business.

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  • Reinsurance Associate Corporate Life Service Associate

    Reinsurance Associate Corporate Life Service Associate

    Job Purpose:
    The job holder shall assist in looking after the various reinsurance arrangements including treaty and facultative reinsurance protection for all classes of business written by the company.
    Assist in implementation of the company’s reinsurance programme based on overall company’s objectives and maintain a business relationship with the Company’s underwriting and finance department and with the local, regional and international reinsurance market.
    Key responsibilities

    Assist in analysing the risks accepted and ensure risks are ceded properly.
    Assist in ensuring that all acceptances are protected by proper reinsurance arrangement on a back to back basis without any gaps in risks accepted and reinsurance protection availed.
    Obtain all necessary underwriting information required to place the risk in the local reinsurance market.
    Assist in arranging proper reinsurance protection as and when required.
    Place reinsurance directly to the market or through the broker whether on facultative or any other basis depending on the need of the situation.
    Assist in the administration of the reinsurance program.
    Ensure timely submission of closing and accounting documents as well as for settlement of premium recovery of claims from reinsurers.
    Ensure accuracy of reinsurance contract with reference to original terms at which reinsurance is accepted.
    Maintain efficient communication lines between the company and brokers.
    Prepare reinsurance underwriting and claims statistics on a regular basis and update the same at periodic intervals as per requirement.
    Review reinsurance payments/recoveries relating reinsurance premium, commissioning and claims.
    Premium adjustments and returns.
    Ensure prompt claims recovery.
    Liaise internally with other members of the team to ensure effective and efficient execution of client’s requests.
    Perform any other duties as may be assigned from time to time.
    Delegated Authority:  As per the approved Delegated Authority Matrix.

    Knowledge, experience and qualifications required

    Business related University Degree – insurance preferred.
    Professional Insurance qualification, (CII OR IIK) – progress
    Must have a minimum of 3 years’ experience in life reinsurance and life underwriting field.
    Knowledge of Reinsurance Treaty, Facultative wording and Reinsurance Slips preparation a must.

    Core Competencies
    Emerging Leaders in Britam need to:

    Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
    Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
    Ensure that department priorities are adhered to and effectively communicated;
    Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
    Embody a high performance, proactive culture;
    Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
    Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
    Effectively set and monitor priorities and objectives for more junior staff;
    Understand and communicate objectives in relation to the larger organisational impact;
    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;
    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;
    Ensure a seamless experience for clients;
    Improve service delivery for clients;
    Engage in continuous brand building to become the trusted partners to clients.

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  • Senior Analyst, Software Developement & Quality Assurance

    Senior Analyst, Software Developement & Quality Assurance

    Job Purpose

    Design, development and 3rd line support of business applications, ranging from requirements analysis, solution design and development to solutions implementation and maintenance.
    Design, implementation and operation of a continuous integration (CI) and continuous delivery (CD) ecosystem to ensure a predictable and reliable software development pipeline

    Key responsibilities

    Capturing of business applications information needs and mapping of the same to the software and /or database components;
    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 application;
    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;
    Create and/ or enhance user and system documentation as needed
    Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations;
    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;
    Review user requirements documents to ensure that requirements are testable;
    Develop test plans, test cases, test scripts and test reports on multiple projects of varying size; and
    Design, develop and operate automated software build, packaging, testing and deployment tools to ensure predictable and repeatable software migration from development to test and eventually production environments – Continuous integration (CI) and continuous delivery (CD).

     
     
    Knowledge, experience and qualifications required
     

    Degree in Computer Science or technical-related field
    Certified Solution Developer e.g. Java, Microsoft etc.
    4 – 6 years’ experience in applications development, which includes system customization and report designs.
    2+ years development experience with any modern programming tools/Platforms e.g. .NET, Java, Ruby, PHP
    2+ years’ experience in designing and developing automated repetitive software testing
    2+ years’ experience in working with modern CI/CD tools e.g. Jenkins, selenium, docker etc
    1+ Years development experience with Java EE
    2 years’ experience with RDMS preferably MS SQL Server, Oracle, MySQL, Sybase, and Informix.

    Technical/ Functional competencies

    Experience with web servers and application servers e.g. Apache, IIS, Apache Tomcat, JBoss, WebSphere, WebLogic.
    Experience in data warehousing, business analytics, knowledge in Business Systems Modelling and data retrieval
    Have knowledge of Mobile infrastructure, Internet technologies, ecommerce and e-payment technologies
    Wide knowledge of testing approaches, manual and automated software testing
    Good understanding of Service Oriented Architecture (SOA)
    Unix user skills.
    Experience in processes and procedures management.
    Thorough understanding of relational database theory and practice
    Good understanding of automation and orchestration of CI/CD tools

  • Regional Manager Finance Operations Associate

    Regional Manager Finance Operations Associate

    Job purpose
    Responsible for the sale of all lines of business within the Financial Advisors and Branch Network. The job holder also takes overall accountability for the regional branch activities within the assigned region and accountable for overall profitability of the branch regions.
    Key responsibilities

    Overall responsible for branch profitability as the Unit CEO;
    Co-ordinate and supervise staff in the regional office and ensure that company policies and procedures are observed;
    Responsible for driving the achievement of regional sales revenue targets and by ensuring cross selling and upselling of products in branches;
    Overall responsible for regional profitability per product or product portfolio
    Assist the Head of FA and Branch Network to manage the performance of Branch Managers for all production as agreed;
    Recruit and develop Financial Advisors, Unit Managers, and train various intermediaries to pursue sales of all line of business products;
    Develop, nurture, grow, motivate and support financial advisors within own branch to achieve their performance targets;
    Monitor customer preferences to determine focus of sales efforts;
    Manage sales costs to ensure profitability;
    Meet the set persistency levels for all lines of business;
    Gather and provide marketing intelligence feedback to facilitate development of strategies to give the company a competitive advantage;
    Provide effective customer service to both prospective and existing customers; and
    Aggregate sales performance and prepare regional report.

    Key Performance Measures
    STRATEGIC PERSPECTIVE

    Total Revenue (per client)
    # Products (per client)
    Branch Profitability
    Customer Satisfaction Index
    Key Talent Retention
    Persistency levels

    INITIATIVES PERSPECTIVE
    Success of Single Distribution within the region & branch
    OPERATIONAL PERSPECTIVE

    % of employees achieving targets
    % FA training plans executed
    % processes re-engineered to serve the customers
    % audit recommendations implemented
    % FAs trained on all product lines
    Revenue per FA
    % Retention of high performing FAs

    Knowledge, experience and qualifications required

    Bachelor’s Degree in a business related degree. Masters’ degree is an added advantage;
    7-10 years’ experience in a similar position; 3-4 of which should be in a managerial capacity; and
    Professional qualification in Insurance (ACII, FLMI or AIIK).

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  • Senior Analyst Digital Channels & CX Value Delivery

    Senior Analyst Digital Channels & CX Value Delivery

    Job purpose

    Responsible for leading a team that supports & maintains all Digital Channels & Customer Experience IT systems within Britam Group to ensure optimal operation & utility at all times.

    The role is also responsible for continuous service improvement across all these IT platforms taking advantage of regular OEM system updates to unlock additional value for the business based on the annual support/maintenance contracts.

    Key responsibilities

    1. Service Operations:

    Lead a team of 1st level, 2nd level & 3rd level service request fulfilment staff to respond to customer issues and resolve within agreed SLAs;
    Act as the problem manager responsible for managing the lifecycle of all problems. The primary objective here is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. The incumbent will also maintain a database of all known errors and workarounds;
    Act as the access manager responsible for granting authorized users the right to use a service, while preventing access to non-authorized users. This will all be done within the confines of the policies defined in IT Security Management;
    Create, maintain and regularly update technical documents and procedures;
    Deliver regular and customised training to teams within IT and business to help unlock system value and reduce support tickets;
    Prepare maintenance plans and upgrade schedules for the organisation’s systems then subsequently manage execution of the same to ensure production systems are always up to date;
    Develop operational reports for teams across the business & IT; and
    Support the rollout of new applications

    2. Service Transition:

    Act as the software release manager responsible for planning, scheduling, and controlling the movement of releases from test to live environments. The primary objective is to ensure that the integrity of the live environment is protected and that only the correct components are released into production per the approved change management process;
    Act as the configuration manager responsible for maintaining information about configuration items that are required to deliver IT services; and
    Maintain a logical model containing ALL the components of the IT infrastructure (CIs) and their associations at all levels. This should cover the entire technology stack from the end user device all the way down to the back-end hardware and storage equipment at both the production and DR/back-up sites.

    3. Service Design:

    Maintain a service catalogue covering all IT services provided within their area of responsibility;
    Participate in the technical design of new IT services within their area of responsibility. The incumbent will be a signatory in all service design documents and is primarily responsible for the non-functional requirements including but not limited to; technology to be used, application architecture, data structures, security, performance, capacity, availability and service continuity;
    Participate in the definition and negotiation of service level agreements with business leaders on a regular basis. This is for both new and existing services; and
    Participate in vendor contract negotiations and subsequent vendor/supplier management to ensure maximum value is obtained from the Money paid to suppliers. Ensure that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

    4. Continual Service Improvement:

    Assess the effectiveness of existing platforms and processing systems in order to plan for improvements, growth and future changes within the organization;
    Assist in the development of technology innovation plans which ensure that new and existing technologies are tested & utilized to create operational efficiencies and enable the achievement of Britam Group goals. This will be an outcome-based metric assessed at the end of each year; and
    Develop and maintain third-party vendor relationships to strengthen and support Information Systems and enterprise architecture.

    Knowledge, experience and qualifications required

    Bachelor’s degree in Computer Science/ Technology
    Certification in ITIL V3 and above is a mandatory requirement.
    Intimate knowledge of Britam’s computing systems
    Ability to explain complex ideas to those with limited IT and systems knowledge
    Exceptional verbal and written communication skills – Excellent communicator.
    Listening ability and patience
    Extraordinary customer service and relationship management experience
    8. Critical thinking skills
    9. 5 -10 years’ experience in IT Service Operations roles 3 of which should be in a technical solutions implementation position.

    Essential competencies

    Deciding and Initiating Action – Ensures key departmental objectives are met, takes responsibility for decisions, actions, projects and people while focusing on achievement of departmental results; takes initiative and works under own direction; initiates and generates activity; makes quick, clear decisions with limited information available which may include tough choices or considered risks; decisions and actions take into account possible impact on all parts of the business.
    Leading and Supervising – Provides the department with a clear direction based on the overall strategic intent of the organisation; Building high expectations about the success of the department; motivates and empowers others with a clear sense of purpose; creates a positive departmental climate that fosters learning and development; acknowledges high potential talent; Recognize the potential of individuals sets and articulates the vision and values through own personal behaviour; Push autonomy and empowerment downwards through the department.
    Persuading and Influencing – Gains clear agreement and commitment from others by persuading, convincing and negotiating to the benefit of the department; promotes the organisational strategy during departmental conversations; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of the department and the organisation; makes a strong personal impact on others; takes care to manage the department’s impression and brand on others.
    Planning and Organising – Sets clearly defined departmental objectives; plans activities and projects well in advance and takes account of possible changing organisational and market circumstances; identifies and organises resources needed to accomplish projects; manages time effectively; monitors departmental performance against deadlines and milestones.
    Relating and Networking – Easily establishes, as well as assists others in building meaningful relationships with customers and staff across all levels of the organisation, inside and outside of the department; relates well to people at all levels; facilitates the resolutions of conflict and manages disagreements with tact and diplomacy.
    Creating and Innovating – Promotes departmental improvement within relevant scope of influence; produces and encourages new ideas, approaches, or insights; creates the environment for innovative products or designs; produces a range of solutions to the strategic benefit of the department.

  • Corporate Sales Executive – Broking

    Corporate Sales Executive – Broking

    Job Purpose:
    Growth of general insurance business to meet set annual premium targets.
    Key responsibilities:

    Secure new business through brokers
    Maintain excellent customer service to brokers and clients
    Service existing business
    Follow up on renewals for general insurance business
    Forward proposal forms to underwriting department
    Follow up premium collections
    Prepare weekly reports as required
    Undertake initial underwriting in accordance with set guidelines to ensure sound acceptance of risk
    Respond to customer and client enquiries
    Delegated Authority:  As per the approved Delegated Authority Matrix

     
     
    Knowledge, experience and qualifications required
     

    Bachelors’ degree in a business related field
    Professional qualification in Insurance (ACII or AIIK)
    At least 2 – 4  years’ experience in sales preferably in the insurance and/or financial services industry
    A high degree of maturity and self-drive;
    Capacity in sales management and relationship building;

    Emerging Leaders Competency Descriptions.

    Presenting and Communicating Information – Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
    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; builds team spirit and reconciles conflict; adapts to the team and fits in well.
    Adhering to Principles and Values – Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
    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; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
    Planning and Organizing – Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
    Delivering Results and Meeting Customer Expectations – Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
    Deciding and Initiating Action – Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
    Leading and Supervising – Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behaviour; sets appropriate standards of behaviour.
    Formulating Strategies and Concepts – Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
    Applying Expertise and Technology – Applies specialist and detailed 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.
    Following Instructions and Procedures – Challenges authority only when appropriate; 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.
    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.