Britam – Corporate Document and Data Operations Associate.

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Corporate Document and Data Operations Associate (Fixed Term Contract)  (22000021)

Job Purpose:

The role of the DDO Associate will be to:

  • Provide prompt, efficient and effective operational support by entering into LOB systems requisite customer and related product information as per given documentation, performing verification and quality assurance of customer data & information on the customer record and CRM data

  • Manage and maintain all company’s physical documents and records

  • Co-ordinate activities and support services within the Registry function

  • Give effective supervision to the outsourced registry assistants

  • Scanning, assembling and franking of policy documents and dispatch process

Key Responsibilities

  1. Ensure client details/ instructions are accurately and timely processed in line with the requisite processes 

  2. Process all reimbursements as per SLA

  3. Process all endorsements  as per SLA

  4. Process all policies new and renewal as per SLA

  5. Process all claims from service providers as per SLA

  6. Process all reconciliation service provider invoices are reviewed and shared as per SLA 

  7. Co-ordinate any out-sourced services of document storage and retrieval

  8. Accurate and timely processing of client requests

  9. Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.

  10. Escalate quality issues to Operations manager for management.

  11. Implement the customer experience strategy in the respective business divisions

  12. Investigate and respond to all internal and external customer enquiries promptly.

  13. Process all approved underwriting policies and claims processing within the provided SLA’s 

  14. Escalate complex queries to the appropriate functional area

  15. Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.

  16. Investigate and respond to all customer enquiries promptly.

  17. Carry out customer and product related document processing

  18. Respond to customer queries in a professional manner

  19. Make customers’ experiences better by ensuring customer satisfaction

  20. Ensure high standards of Customer Service are maintained in all at level

Knowledge, Experience and Qualifications required and Essential Competencies – External

Knowledge, experience and qualifications required

  • Bachelor’s degree in a business related field

  • At least 2- 4 years’ experience in a similar position

  • Computer Literate; emphasis on Microsoft Office and EDMS

Leadership category responsibility framework (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.

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.

Technical/ Functional competencies

  1. Knowledge of insurance regulatory requirements

  2. Knowledge of insurance products

  3. Good communication and customer service skills.

  4. Should possess functional knowledge, be result oriented and have problem solving skills

  5. Technical skills to effectively perform activities at the Registry in a manner that consistently produce high quality service to customers.

  6. Consistency in adherence to the application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, and resource utilization.

  7. Interpersonal skills to effectively communicate with and manage expectations (internal) and other stakeholders who impact performance

  8. Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

  9. Ability to take initiative/responsibility to ensure that daily duties, routines and related additional tasks are completed timely

Knowledge, experience and qualifications required

  • Bachelor’s degree in a business related field

  • At least 2- 4 years’ experience in a similar position

  • Computer Literate; emphasis on Microsoft Office and EDMS


Unposting Date: 06-06-2022




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