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Operations Manager Job in Nairobi, Kenya

Operations Manager

Reports to: Client Servicing Manager – Nairobi, Kenya

Division: Client Servicing Department

A  leading MIP and Broker in Kenya whose speciality is medical insurance.  

With offices in Dubai, Nairobi, Mombasa and Kisumu, LCI delivers distinctive client value via innovative and effective products, service and workforce productivity solutions.

General Purpose
The main purpose of an operations manager is to plan, direct operations, improved productivity and efficiency of the client servicing department. 

The operations manager is responsible for ensuring and improving the performance, productivity, efficiency and profitability of this crucial department through the provision and implementation of effective methods and strategies.
Main Job Tasks and Responsibilities
  • Coordinate, manage and monitor the workings of various departments in the organization.
  • Review statistical reports and data on weekly/monthly/annual basis. Utilize this data to improve productivity and efficiency and TAT’s. Prepare and control operational KPI’s.  
  • Best Practices - Improve processes and policies in support of organizational goals.
  • Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance. leading and motivating a team of staff to ensure they’re giving the best customer service possible.
  • Production - Coordinate and monitor the work of various team members involved in production, servicing and support of clients. Manage quality, productivity, quantity of employee and technical support where necessary.
  • Communication –Facilitate coordination and communication between support functions/departments.
  • Sales, marketing and Customer Service - Manage customer support. Support sales and marketing activities.
  • Strategic Input - Liaison with management in the development and  implementation of strategic plans.
  • Technical knowledge on Insurance products. You’ll also be expected to know our company’s products and policies inside out and be able to communicate it to other members of staff.
  • Training and development
  • Handling complaints and queries (from customers and staff)
  • Going through reports on regular basis to ensure TAT’s are being met
  • Dealing with providers to sort out issues escalated by the team
  • Pre authorizations and evacuations
Education and Experience
  • University degree in business administration, commerce, management or operations management.
  • Proven Insurance Industry experience in same or similar role of between 3 – 5 years.
  • Knowledge and experience in organizational effectiveness and operations management
  • Knowledge of business and management principles and practices
  • Knowledge of human resource principles and practices
  • Knowledge of project management principles and practices
  • COP qualification
  • ACII complete or part (on going studies)
Key Competencies
  • Critical thinking and Problem solving skills
  • Planning and Organizing skills
  • Persuasiveness with delegating skills
  • influencing and leading
  • negotiation
  • conflict management
  • stress tolerance
  • Interest and enjoyment in working with people.
  • Polite and tactful personality.
  • Numerical skills and IT skills
  • Patience and able to work calmly under pressure
  • Excellent customer service and communication skills.
  • Consistent high quality of work produced.
  • Proficient communicator at all levels, both verbal and written.
  • Ability to handle varied tasks/instructions.
  • Ability to be adaptable and flexible when required, responding to change and learning opportunities.
  • Good internal knowledge of systems, processes and Best Practice Guides.
Competitive salary + 21 days holiday, medical insurance for self and family.  

Sponsorship for study in insurance related field also considered.  

Additional income if KPI/Targets are met.

Qualified candidates are required to send their applications in soft copy to: by 29th December 2012.

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