Britam – Head of Partnerships & Digital Operations.

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Head of Partnerships & Digital Operations  (2200003B)

Job Purpose

  • Reporting to the Partnerships & Digital Director, the job holder will the role holder will be accountable for overseeing the technical and non-technical operations supporting P&D Customer Segment through operational excellence to drive growth in profitability.
  • The role will play a significant role in developing and implementing processes necessary to achieve the organization’s business goals and objectives.

Key responsibilities

  • Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings such as claims TAT and reconciliations. 
  • Codify the practices for managing partners – including on boarding, retention, remuneration, incentives and performance monitoring.
  • Ensure operational efficiency in Claims and Underwriting for partnership and digital customer segment in accordance with established SLAs.
  • Manage and collaborate with key internal stakeholders for business and operational efficiency 
  • Leading and executing the operational strategy of the P&D segment by establishing and enforcing organizational goals, policies and operating procedures.
  • Defines annual operating budget for P&D Operations and ensures unit operates at or below budget
  • Manage key relationships with clients and intermediaries in the market by ensuring that service to customers and producers meets their expectations.
  • Provide effective leadership and direction to the team of claims and underwriting specialists with P&D operations to achieve departmental set KPI’s
  • Carry out market intelligence to ensure the company is in tandem with industry trends to ensure profitability across all products.
  • Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks  
  • Design and implement operational efficiency processes to drive seamless partner processes
  • Delegated Authority:  As per the approved Delegated Authority Matrix
  • Perform any other duties as may be assigned from time to time.

Key Performance Measures

  • Drive increase in CSAT and NPS for P&D customer segment and intermediaries
  • Drive customer retention rate 
  • Drive improvement in loss and expense ratio for P&D customer segment
  • Drive compliance with various regulatory and contractual and internal policy requirements within operations
  • Automation of critical processes in underwriting and claims
  • SLA Adherence.

 Knowledge, experience and qualifications required

  • Bachelor’s degree in a business related field. Masters’ Degree is an added advantage
  • Professional qualification in Insurance (ACII, FLMI or AIIK)
  • 7- 10 years’ experience in a Financial Institution, 3-4 of which should have been in managerial operations role
  • Proven experience as an Operations Manager within a Financial Services Industry (Banking and Finance/ Insurance).  
  • Significant experience in stakeholder management and working with various teams to ensure segment strategies are achieved. 
  • Knowledge of insurance regulatory requirements
  • Knowledge of insurance products
  • A deep understanding of leveraging technology and processes to standardise operations, reducing turn-around times on all key business processes. 
  • A demonstrated track record in optimising operations to enhance the overall partner experience.

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 behavior 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.


Unposting Date: 17-07-2022




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