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Massive Recruitment by Jubilee Insurance Ltd, Kenya

Claims Adjuster


Role Purpose
The job holder will be accountable for preparing non-motor and motor claims (from the registration stage to the settlement stage) and preparing monthly reports.
The post holder will report to the Claims Manager, General Business Department and will be based at Head Office.

Responsibilities
·         Registering and acknowledging claims from brokers/agents and direct clients
·         Ensuring claims to be processed have the required supporting documents
·         Processing claims and making recommendations for either settlement or repudiation
·         Preparing statistical reports for submission to the management
·         Minimizing costs on claims by in-house assessment of losses
·         Reserving and reviewing claim files in consultation with the Claims Manager
·         Attending to customers and addressing their concerns
·         Making risk improvement recommendations
·         Notifying underwriters on any critical underwriting matter that becomes apparent at the claims
Key Competencies
·         Visionary Leadership
·         Entrepreneur Spirit
·         Market Awareness
·         Customer Focus
·         Continuous Innovation
·         Ownership & Commitment
·         Team Spirit
Functional Skills
·         Policy processing
·         Financial risk identification and management
Qualifications
·         Bachelor’s degree from a recognized University
·         Diploma in insurance(three(3) credits and above
·         Computer literacy
Relevant Experience
·         A minimum of three (3) years’ experience in claims’ adjusting from a reputable organization

Customer Experience Manager
Role Purpose
The position holder will be responsible for defining, overseeing and innovating Customer Experience initiatives in the medical business in order to improve customer satisfaction levels and loyalty and ensuring that customers receive world class customer service experience.
Responsibilities
·         Identify and address process gaps and establish policies and procedures that produce high quality customer service/experience delivery and that reflect global industry best practices.
·         Ensure 100% compliance of customer experience platforms, systems and processes e.g. CRM, Help Monks.
·         Continuously map and improve on customer profiles and customer journeys across the medical business. Ensure adequate customer segmentation and appropriate journeys are in place.
·         Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback, trends in product or service issues for long term relationship building. Ensure continuous customer feedback mechanisms.
·         Monitor and track for high quality and consistent customer services across all customer touch points to support and improve customer retention, customer satisfaction levels and loyalty.
·         Ensure daily and weekly service reports are generated and shared with the relevant stakeholders to inform process changes and decision making in the medical business.
·         Create initiatives that maintain persistency at desired levels and ensure business retention of a minimum of 90%.
·         Develop innovative and creative solutions of service differentiation
·         Ensure customer complaints and issues are promptly and effectively resolved within the agreed TATs
·         Track and monitor service quality and TATs of the all customer services processes across all touchpoints
·         Ensure continuous training of the teams with regards to customer experience trends and value addition.
·         Maintain and improve relationships with various service related partners and stakeholder supporting client service processes/initiatives
·         Develop and continually enhance a comprehensive customer service strategy in line with the overall group customer experience strategy.
·         Continuously improve on the business NPS score
Key Competencies
·         Customer service management experience
·         Excellent communication skills
·         Visionary Leadership
·         Entrepreneur Spirit
·         Market Awareness
·         Continuous Innovation
·         Ownership & Commitment
·         Team Spirit
Qualifications
·         Bachelor’s Degree in a business related field
·         Knowledge in regulation governing the insurance industry
Relevant Experience
·         Minimum of three (3) years’ work experience in medical insurance operations/customer service

Systems Analyst
Role Purpose
The Systems Analyst is an applications design, development and implementation specialist. The analyst is responsible for identifying and implementing application solutions to solve business problems and to make business operations more efficient. The individual is responsible for designing, developing, testing and debugging new functionality, enhancements, customizations, interfaces, batch processes, queries, and reports
Responsibilities
·         Provide development and ongoing software support and issue resolution using Oracle SQL, PL/SQL, Weblogic, Apache and MySQL
·         Develop and support Premia interfaces, C2B and B2C portals and third party integrations
·         Identify, Implement and test additional features for existing applications in the business areas for which they are responsible
·         Work with other applications team members across the organization to provide solutions and insights into improving the applications environment within Jubilee
·         Co-ordinate business applications support across regions in the general line of business
·         To perform any other duties as may be assigned by the core applications head
·         Build a standards-driven, scalable, secure and dynamic portal for the information delivery of specific based applications
·         Determine and document business requirements for technology in the business areas for which they are responsible and identify technology solutions to address those requirements
·         Develop enhancements, resolve issues, coordinate testing of statement releases and oversee regular production efforts including data extracts, data imports and printing
Functional skills
·         Project management
·         Information and knowledge management
·         Operations and service management
Qualifications
·         Bachelor’s degree in Computer Science, Information Systems or other related technical degree
·         OCA – Oracle Certified Associate in PL/SQL
·         Reporting Technologies e.g. Crystal Reports, Oracle Reports, Vision etc.
·         Expert in using tools such as TOAD, SQL Navigator & SQL Plus
·         Experience in query optimization, performance and tuning (PL/SQL)
·         Working knowledge of Web Logic, Apache, PHP / MySQL programming
Relevant Experience
·         Minimum of three (3) years’ hands on work experience in Application development experience in Oracle 10g, 11g & 12c with demonstrated ability to design, develop, unit test, and deploy Oracle apps using Oracle tools such as Oracle PL/SQL, Reports,
·         Workflow, XML Publisher, JDeveloper, SOA, WebLogic and Oracle Fusion Middleware and strong knowledge of Extraction
·         Transformation and Loading (ETL) processes using UNIX shell scripting, SQL, PL/SQL and SQL Loader.

Lead Data Science
Role Purpose
The position holder will be responsible for driving and spearheading Jubilee’s Health Insurance Data Management and Business Intelligence solutions in the data science and analytics team. The right individual will possess experience in all stages of project management process (data mining, data analytics, requirements and logical design, physical design, implementation, testing and deployment). He/She will also ensure data consolidation, reports are designed and developed in accordance with specifications and maintain high levels of quality through management of a quality assurance process working closely with information managers and leads.
Responsibilities
·         Oversee design, development and deployment of the ETL Layer to ensure up to date data is available
·         Supporting the data warehouse in modifying datasets as per requirements
·         Supporting initiatives for data integrity and normalization
·         Assessing tests and implementing new or upgraded software and assisting with strategic decisions on new systems.
·         Identify valuable data sources and automate collection processes
·         Undertake pre-processing of structured and unstructured data from different data sources
·         Analyse large amounts of information to discover trends and patterns
·         Build predictive models and machine-learning algorithms
·         Combine models through ensemble modelling
·         Present information using data visualization techniques
·         Maintain detailed and up to date specialist knowledge of data management techniques and tools and implement within the organization as appropriate
·         Propose solutions and strategies to business challenges
·         Collaborate with engineering and product development teams
·         Providing technical expertise on data storage structures, data mining, and data cleansing
Functional skills
·         Data mining techniques using Python, R Programming
·         NoSQL Databases (SysBase, Cassandra, Mongo DB, Couch DB, Apache Hive)
·         Relational Database and SQL Language (PL/SQL)
·         Extraction, Transformation and Loading (ETL)
·         Data Warehouse Solution Design
·         Dimensional Modeling
·         Analytics / OLAP Cube Development (MDX)
·         Reports & Dashboard Development
·         Knowledge of Big Data applications eg Apache Kafka and Hadoop technologies with clear understanding of MapR and HFDS.
·         Strong knowledge of and experience with reporting and data mining packages (Business Objects etc), databases (SQL etc), programming (XML, CSS, HTML, Javascript or ETL frameworks eg Oracle Data Integrator, Informatica PowerCentre, Microsoft – SQL Server Integrated Services (SSIS), Apache Nifi, Oracle Warehouse Builder, Sybase ETL etc)
·         Knowledge of Enterprise reporting tools such as OBIEE, BI Publisher, Tableau, Qlick Sense and Power BI
Qualifications
·         Bachelor’s of Science Degree in Computer Science or it’s equivalent
Relevant Experience
·         Minimum of three (3) years’ work experience in data science and database design or integration experience with both relational and unstructured databases.

Head of Bancassurance
Role Purpose
The Head of Banc assurance (Life and Pension Business) will plan, manage, lead and direct the business focus on the distribution of all
Life Insurance products across all banking channel partners to achieve business, revenue and profit targets. The post holder will report to the General Manager, Retail Life and will be based at the Head Office in Nairobi.
Responsibilities
Strategy and Planning
·         Ensure appropriate Banc assurance Structure is in place to drive Banc assurance business in the country.
·         Develop and execute an overall Business Plan covering all insurance activities across all the business based on business targets in alignment with Insurance Partners.
·         Have thorough understanding of business dynamics across the business to leverage on multiple product / service needs of Banks customers to better position insurance as a key part of a truly valuable customer proposition / offer.
Financial and Performance Management
·         Active management of overall Insurance P&L through establishing close working relationships across business and channel managers to deliver customer, business, revenue and profit targets for the country / region by driving insurance products activities across channels and segments
·         Active management of relationships with all insurance partners to ensure smooth running of the distribution channels in delivering targets for the country.
·         Monthly reporting of Banc assurance financials to senior management
Product Development/Operational Workflow
·         Active involvement in identifying product needs for all customer bases across business with product managers and segment managers.
·         Insurance Partners to meet customer needs and product gaps in total product/service offering.
·         Monitoring operational activities to ensure that they are complaint with Local regulations, policies and procedures
·         Ensure that Jubilee Country level and Group policies and procedures are followed

Sales and Service Delivery
·         Act as the liaison manager with all insurance partners on insurance matters
·         Determine, agree and monitor achievement of sales and service KPIs (including the appropriate number of staff for each location of sales and service targets) with Insurance Partner and Shared Distribution
·         Identify and partner with new banks having potential of being productive Banc assurance partners with Jubilee Insurance.
·         Active involvement in defining the appropriate skills, education, experience etc. of the insurance sales staff and development of the training curriculum to optimize sales / service achievement
Marketing and Brand Management
·         Work with product managers to identify market growth / cross-sell opportunities to increase product holdings and improved revenues
·         Initiate, execute and manage marketing programmes and retention strategies in line with business objectives (premiums, commissions, product type, and number of policies)
·         Ensure brand compliance for all above and below-the-line communication according to local/ global standards for Jubilee and relevant bank partners.
Market Intelligence
·         Active analysis and review of all customer bases to understand customer profiles, behavioral and lifestyle traits (including product holding mix, revenue contribution, behavioral/ lifestyle analytics) to identify opportunities for increasing customers’ insurance wallet share (total value)
·         Keeping abreast of market competition, industry practices and best practices to constantly improve on overall business performance.
People Management
·         Responsible for supervising appropriate team member in addition to managing internal key relationships
·         Building / managing necessary bench-strength to achieve business targets
Compliance
·         Will be responsible for any necessary reporting as require by local country insurance authorities and regulators. Line managers, Reporting Heads and Group Banc assurance must be informed of all external communications to regulators.
Functional Skills
·         Excellent knowledge of Life insurance products and processes, regulatory requirements as well as ability to drive business performance and revenues
·         Good interpersonal and management skills
·         Good understanding of customer segmentation and needs as well as an in-depth knowledge of distribution channel strategies
·         Demonstrated capacity to lead, coach and supervise team members effectively
·         Visible excellent communication (written and verbal) and negotiation skills
·         Demonstrated integrity and ethical standards
Key Competencies
·         Visionary Leadership
·         Entrepreneur Spirit
·         Market Awareness
·         Customer Focus
·         Continuous Innovation
·         Ownership & Commitment
·         Team Spirit
Qualifications
·         Bachelor’s degree in Business related field
·         Certificate of Proficiency in Insurance (COP)
·         ACII will be added advantage
Relevant Experience
·         Minimum of eight (8) years’ work experience in in the Insurance Industry with a key focus on Life & Pension Products

Client Service Manager Head of Bancassurance

Role Purpose
The Head of Banc assurance (Life and Pension Business) will plan, manage, lead and direct the business focus on the distribution of all
Life Insurance products across all banking channel partners to achieve business, revenue and profit targets. The post holder will report to the General Manager, Retail Life and will be based at the Head Office in Nairobi.
Responsibilities
Strategy and Planning
·         Ensure appropriate Banc assurance Structure is in place to drive Banc assurance business in the country.
·         Develop and execute an overall Business Plan covering all insurance activities across all the business based on business targets in alignment with Insurance Partners.
·         Have thorough understanding of business dynamics across the business to leverage on multiple product / service needs of Banks customers to better position insurance as a key part of a truly valuable customer proposition / offer.
Financial and Performance Management
·         Active management of overall Insurance P&L through establishing close working relationships across business and channel managers to deliver customer, business, revenue and profit targets for the country / region by driving insurance products activities across channels and segments
·         Active management of relationships with all insurance partners to ensure smooth running of the distribution channels in delivering targets for the country.
·         Monthly reporting of Banc assurance financials to senior management
Product Development/Operational Workflow
·         Active involvement in identifying product needs for all customer bases across business with product managers and segment managers.
·         Insurance Partners to meet customer needs and product gaps in total product/service offering.
·         Monitoring operational activities to ensure that they are complaint with Local regulations, policies and procedures
·         Ensure that Jubilee Country level and Group policies and procedures are followed
Sales and Service Delivery
·         Act as the liaison manager with all insurance partners on insurance matters
·         Determine, agree and monitor achievement of sales and service KPIs (including the appropriate number of staff for each location of sales and service targets) with Insurance Partner and Shared Distribution
·         Identify and partner with new banks having potential of being productive Banc assurance partners with Jubilee Insurance.
·         Active involvement in defining the appropriate skills, education, experience etc. of the insurance sales staff and development of the training curriculum to optimize sales / service achievement
Marketing and Brand Management
·         Work with product managers to identify market growth / cross-sell opportunities to increase product holdings and improved revenues
·         Initiate, execute and manage marketing programmes and retention strategies in line with business objectives (premiums, commissions, product type, and number of policies)
·         Ensure brand compliance for all above and below-the-line communication according to local/ global standards for Jubilee and relevant bank partners.
Market Intelligence
·         Active analysis and review of all customer bases to understand customer profiles, behavioral and lifestyle traits (including product holding mix, revenue contribution, behavioral/ lifestyle analytics) to identify opportunities for increasing customers’ insurance wallet share (total value)
·         Keeping abreast of market competition, industry practices and best practices to constantly improve on overall business performance.
People Management
·         Responsible for supervising appropriate team member in addition to managing internal key relationships
·         Building / managing necessary bench-strength to achieve business targets
Compliance
·         Will be responsible for any necessary reporting as require by local country insurance authorities and regulators. Line managers, Reporting Heads and Group Banc assurance must be informed of all external communications to regulators.
Functional Skills
·         Excellent knowledge of Life insurance products and processes, regulatory requirements as well as ability to drive business performance and revenues
·         Good interpersonal and management skills
·         Good understanding of customer segmentation and needs as well as an in-depth knowledge of distribution channel strategies
·         Demonstrated capacity to lead, coach and supervise team members effectively
·         Visible excellent communication (written and verbal) and negotiation skills
·         Demonstrated integrity and ethical standards
Key Competencies
·         Visionary Leadership
·         Entrepreneur Spirit
·         Market Awareness
·         Customer Focus
·         Continuous Innovation
·         Ownership & Commitment
·         Team Spirit
Qualifications
·         Bachelor’s degree in Business related field
·         Certificate of Proficiency in Insurance (COP)
·         ACII will be added advantage
Relevant Experience
·         Minimum of eight (8) years’ work experience in in the Insurance Industry with a key focus on Life & Pension Products

Role Purpose
The position holder will be responsible for defining and overseeing the initiatives to improve customer satisfaction levels and loyalty and ensuring that the customers receive world class customer service experience.
Responsibilities
·         Identify and address process gaps and establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices
·         Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues for long term relationship building
·         Manage and ensure high quality and consistent customer services across all customer touch points to support and improve customer retention, customer satisfaction levels and loyalty
·         Create initiatives that maintain persistency at desired levels and ensure business retention
·         Develop innovative and creative solutions of service differentiation
·         Ensure customer complaints and issues are promptly and effectively resolved
·         Track and monitor service quality and TATs of the all customer services processes
·         Maintain and improve relationships with various partners supporting client service processes
·         Develop and continually enhance a comprehensive customer service strategy
Key Competencies
·         Customer focus
·         Excellent communication skills
·         Visionary Leadership
·         Entrepreneur Spirit
·         Market Awareness
·         Continuous Innovation
·         Ownership & Commitment
·         Team Spirit
Qualifications
·         Bachelor’s Degree in a business related field
·         Knowledge in regulation governing the insurance industry
Relevant Experience
·         Minimum of Five (5) years’ work experience in life office operations
How to Apply
Applications to be sent to Recruitment@jubileekenya.com quoting the Job Reference Number and Designation given above before 21st June 2019.
Only shortlisted candidates will be contacted.

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