Britam Head of Partnerships and Digital Operations Jobs in Kenya

Britam Head of Partnerships and Digital Operations Jobs in Kenya



Job Purpose:

The job holder will be responsible to driving profitable growth in critical P&D Business Segment through operational excellence and partner’s relationship management.

Key responsibilities:

  • Lead the Operations team within P&D to achieve set KPIs and ensure performance management as per the HR process.

  • Design and implement operational efficiency processes to drive seamless partner experience to deliver client expectations in a timely manner.

  • Delivers a sustained profitability via prudent underwriting for a profitable portfolio of products.

  • Manage all P&D partners in terms of business contracting & timely commissions pay out, quarterly business performance reviews and recommend areas of improvement.

  • Prepare segments business performance reports on a weekly, monthly, and quarterly basis.

  • Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings such as claims TAT and reconciliations

  • Continuous improvement on process mapping such as on boarding, Retention and Servicing expectations touch points.

  • Investigate and define the regulatory framework to support growth of partnership strategy.

  • Good decision making to ensure operations in underwriting, claims, customer service and IT are well delivered within the agreed upon SLAs.

  • Ensure all business in the P&D is booked and debited in a timely fashion.

  • Manage key relationships with internal stakeholders to ensure operational effectiveness and reduce costs.

  • Participate in the development and preparation of short-term and long-range plans and budgets based on broad organization goals and objectives.

  • Ensure business retention targets are achieved through proactive partner engagement throughout the scheme’s lifetime.

  • Monitor and report claims from the partners and prepare required exceptional claims approvals for the segment lead.

  • Assists in the development and repositioning of product strategies.

  • Takes personal responsibility for coaching and mentoring others.

  • Collaborating with other business segments, revamp P&D customer journeys to deliver on SLA’s, charters and promises/expectations

  • Delegated Authority: As per the approved Delegated Authority Matrix.

    Key Performance Measures:

  • Revenue.

  • Builds and maintains relationships with partners.

  • Customer retention.

  • Efficiency & Automation of critical processes in underwriting and claims.

  • Partner TATs & NPS.

  • Business profitability.

  • Segment compliance with regulatory bodies.
    SLA Adherence.

    Knowledge, experience, and qualifications required:

  • Bachelor’s degree in actuarial Science. Masters’ Degree is an added advantage.

  • 7- 10 years’ experience in a Financial Institution, 3-4 of which should
    have been in a Senior underwriting role.

  • Experience in Underwriting, Operations, Financial reporting, and Business development.

  • Significant experience in stakeholder management and working with internal teams & external partners to ensure business strategies are achieved.

  • Knowledge of insurance regulatory requirements.

  • Knowledge of General & Life insurance products.

    Leadership category responsibility framework (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.

    How to Apply

    For more information and job application details, see; Britam Head of Partnerships and Digital Operations Jobs in Kenya

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