Claims Adjuster
Client Service Manager Head of Bancassurance
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.
