Assistant Manager, Branch Operations

Job Purpose:

Responsible for management of branch operations in accordance with set SLAs.

Key responsibilities:

• Oversee day to day running of the branch operations i.e., claims, underwriting, customer services in accordance with set SLAs.
• Ensure customer complaints and other enquiries are handled speedily and effectively to ensure customer satisfaction for all lines of business in line within set SLAs.
• Play a key role in liaising with other departments in retail, corporate, P&D and EMC divisions, other branches and third parties like banks, brokers and other sources of premiums e.t.c. to conclusively resolve customer inquiries.
• Supervise branch premium processing and bank statement reconciliations by ensuring that they are done promptly and accurately.
• Oversee timely generation of all relevant reports on all branch activities from time to time and effectively communicating the same to the respective manager(s).
• Provide effective leadership, direction and staff supervision to the branch. 
• Drive compliance with all company procedures e.g., on premium processing, banking, underwriting, compliance review of application forms, kyc etc. 
• Supervise maintenance and storage of accurate and proper records at the branch. 
• Oversee office cleanliness, custody/safety of company assets, Security, brand image is upheld and orderliness at all times.
• Supervise proper use of petty cash by reviewing and approving its usage.
• Supervise timely delivery of GI policy documents (newly issued and endorsements); contract notes, receipts, renewal notices, certificates etc to customers directly or by liaising with the selling intermediaries.
• Management of branch expenditure/costs e.g., lighting, water bill, stationery, time management etc.
• Drive compliance with all statutory requirements at the branch i.e., business permits, IRA license etc.
• Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Support business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
• Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
• Credit and debit approval within the authority matrix.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:
As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Bachelor’s Degree in a business-related degree. 
• 7-10 years’ experience in the insurance industry or related field.
• Professional Qualifications: AIIK, LOMA or ACII.

Technical/ Functional competencies:

• Knowledge of insurance & investment concepts.
• Knowledge of underwriting, claims processes and procedures.
• Technical competence in underwriting insurance risks/ Investment products.
• Knowledge of insurance & investment regulatory requirements.
• Leadership and conflict resolution skills.
• Analytical and report writing skills.

Leadership category responsibility framework (Core Competencies):
Team Leaders in Britam need to:

• Operationally lead a team to service customers from a sustainable and growing customer base whilst increasing profit.
• Ensure the company’s objectives are met by being a vision carrier and by implementing strategy and operational outputs.
• Effectively run the business and manage staff in order to enable functional leaders to focus on developing strategy.
• Effectively identify and define key performance areas, deadlines and goals for their team in order to optimise operational effectiveness.
• Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimised succession planning.
• Create a high performance, proactive culture and motivated team.
• Monitor operational implementation, budgets, plans, goals and outputs in order to ensure alignment with the departmental strategy.
• Ensure that department priorities are adhered to and effectively communicated.
• 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.
• Benchmark operational activities internally as well as externally in order to be a leader in the industry.
• 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.
• Adequately manage operational risk.