Latest Recruitment at Britam

Job Purpose:

• The role holder will be responsible for providing relevant insights that help the organisation make better decisions, identify possible new growth initiatives, and build a pipeline of opportunities for partnerships. They will gather, review, and test data and apply measures to provide solutions to critical business issues and decisions. He/she will ensure that the business has strategically aligned its resources and costs to the efficiently deliver strategy by investing in areas that really matter and running lean on areas that matter less and that the business has an aligned, supportive and focused decision making and organisation culture.

Key responsibilities:

• Establish priorities in line with the company overall strategy. Work with Business heads to establish and continuously review the group’s key strategic priorities and translate them into strategic initiatives.
• Ensure all strategic initiatives meet shareholder ROI requirements and are in line with the Group’s risk appetite.
• Support the strategic planning process by working with the respective businesses in defining performance metrics and targets, designing new processes and establishing performance dialogues that cascade through the organisation based on data, developing dashboards that are data driven and ensuring alignment across all BUs.
• Implement data analytics projects to help manage the organisation through data and to drive performance based on data and insights arising from deep analytics.
• Work with BU heads to translate strategy into actionable and quantitative plans; Lead the development and innovation of new strategic initiatives and assist management in decision making.
• Provide actionable insights to improve strategy and performance through financial analysis and modelling.
• Develop dashboards, executive summaries, and weekly/monthly reports to measure against KPIs and market dynamics.
• Identify potential business issues and develop contingency plans to effectively mitigate risks.
• Contribute to key accounts by project managing work streams and/or leading delivery teams.
• Present findings from analysis to external and internal clients/stakeholders.
• Undertake market analysis/modelling, portfolio metric reporting, and operational support related to the firm/team’s strategy.
• Ensure all strategic initiatives are incorporated into yearly budgeting cycle;
• Where necessary, partner with business leaders, special committees, and consultants to support execution of key strategic initiatives.
• Deliver on performance requirements as defined in the Strategy and EPMO department’ strategy map, balanced scorecard and Personal Scorecard.
• Maintain a healthy and updated enterprise wide projects portfolio dashboard with the ability to quickly generate management reports on the portfolio status at any point in time. It is expected that the portfolio will consistently have projects at various staged of the project
• management lifecycle all the way from ideation to benefits realization.
• Provide key inputs for the annual financial integrated report and support its development from conception to completion.
• Engage with investors or plan investor meetings to discuss the strategy and progress.
• Able to create high level PowerPoint presentations on strategy and performance and present to relevant audience.

Knowledge, experience and qualifications required:

• Bachelors or Graduates Degree in business, business administration, computer science, economics, statistics or equivalent experience.
• Experience with frameworks, statistics, and algorithm design with strong quantitative and financial modelling skills.
• 3 – 5 years relevant experience or in a similar role.
• Comfortable utilizing business case development and strategic thinking to solve problems.
• Excellent verbal and written communication skills to clearly articulate the insights from findings to management and relevant stakeholders.
• A good financial/ commercial and business acumen with proper understanding of financial statements.
• Comfortable negotiating and collaborating with others and must be able to work with cross- functional teams.

Technical/ Functional competencies:

• Excellent written and oral communication skills.
• Excellent networking, interpersonal and presentation skills.
• Flexibility and adaptability.
• Communications Skills.
• Excellent powerpoint and Excel skills.
• Knowledge in Diversity management.
• Ability to drive change.
• Stakeholder Management.
• Report writing-ability and ability to develop business cases.
• Strategic Planning.
• Decision making –ability to make strategic decisions in a timely and effective manner.
• High moral and ethical standing.
• Highly motivated.

Job Purpose:

• Britam believes doing good is good business and the holder of the role will be responsible for supporting and driving initiatives to institutionalize sustainability across the Group’s strategic and operational decisions and activities.
• The holder of the role will be responsible for supporting the development and implementation of a comprehensive Environmental, Social and Governance (ESG) strategy that aligns with and supports the company’s corporate strategy, mission, vision, and values. They will also ensure compliance with the Environmental Social Management System per the requirements of various stakeholders.
• The holder will lead the organization in identifying, evaluating, and managing the environmental, social, and governance risks and opportunities that are material to the company’s performance and reputation while guiding businesses to drive improving metrics across sustainability and ESG measures and reporting.
• In addition, the role will guide and ensure the foundation strategy also aligns and supports the sustainability strategy in the realization of the corporate strategy.

Key responsibilities:

• Support and drive the institutionalization of sustainability in Britam Holdings Strategy and Operations.
• Support the Development and implementation of a comprehensive ESG strategy that aligns with the Group’s Corporate Strategy.
• Ensure compliance with Environmental Social Management System per the requirements of various stakeholders including strategic investors.
• Proactively represent the Group, in the different industry and other sustainability agenda forums: UN, GRI, Local and other associations.
• Develop and maintain structures that identify and evaluate the environmental, social, and governance risks and opportunities that are material to the Group. This is both from a performance and reputation perspective.
• Develop/review and implement policies, procedures, and programs mitigate identified risks and capitalize on identified opportunities.
• Ensure that the company’s ESG program and its performance is transparent, measurable, and reported timely and accurately to both internal and external stakeholders.
• Support the organization in integrating ESG considerations into decision-making processes, including investment decisions and strategy development.
• Convene internal ESG conversations to drive corporate strategy; produce recommendations on action, policy or behaviour change; work with internal stakeholders to enact these recommendations.
• Support the business on the latest ESG trends, regulations, and best practices, and provide guidance and counsel to senior management and the Board.
• Creating, implementing, and monitoring the company’s sustainability strategies.
• Managing and leading teams in implementing sustainability policies and initiatives across the company.
• Manage the external assurance of sustainability targets and results, working with the selected assurance provider and relevant contacts across the business.
• Participates in the development of the department/company’s Investor Relations (IR) strategy, operating plan, and budget.
• Work financiers and investors and private equity funds to develop and execute ESG strategy and initiatives that are aligned with the company.
• Leads the execution of the department/company’s Investor Relations program.
• Participates and supports investor presentations and discussions.
• Leads the use of statistical targeting to identify good-fit institutional investors.
• Leads the Investor Relation effort to find, support, and encourage prospective investors by broadening awareness and interest through conferences, presentations, meetings, media, and mailings.
• Educates and updates investors and analysts; Keeps shareholders knowledgeable about the department and company.
• Manage and deliver advisory projects including sustainability assessment and strategy, reporting, stakeholder engagement, green building, assurance, and training.
• Identify, recommend, and lead improvement initiatives based on gaps, opportunities, global trends, and sector benchmarking.
• Identify and pursue opportunities for business development, contribute to new product/service development and advancement of existing tools and solutions.
• Project manage and deliver annual sustainability reporting projects in compliance with international standards, guidelines, and frameworks.
• 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 business management, finance, accounting or any related field.
• Masters’ Degree is an added advantage.
• Relevant Sustainability certification (Global Reporting Initiative (GRI) Standards, Certified Sustainability Professional (CSP), Certified Carbon Reduction Manager (CRM) or equivalent.
• Minimum 5 years of experience in sustainability (ESG) management and investor relations.
• Knowledge of industry regulations and standards.
• Familiarity with sustainability reporting frameworks.
• Able to produce clear and accurate reports and analysis.
• Able to effectively communicate sustainability initiatives and projects.
• Able to understand financial statements and make presentations to Shareholders and different stakeholders.
• Experience in supporting ESG compliance especially ESMS programmes for DFIs would be an added advantage.
• Able to report write as will be required to lead the annual integrated report for the company as well as the sustainability report.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• ESG Risk and Opportunities identification and profiling.
• Stakeholder identification, mapping and management.
• Sales and marketing management skills.

Job Purpose:

• The job holder is responsible for managing Medical Contact Centre for both Corporate Health and EMC departments by providing support and resolution to customer queries and complaints. This entails operational service delivery across all customer touchpoints including Medical Underwriting, Care, Provider Management and Claims sections as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.
• The role is responsible for designing and implementing innovative initiatives to improve on Customer Satisfaction & Loyalty, business retention and formulation of strategies and actions plans for profitable growth through value-based cost control initiatives.

Key responsibilities:

• Manage relationships with clients, intermediaries, and service providers to ensure service level agreements are achieved and goodwill with stakeholders is maintained.
• Gathers statistical information and participates in internal and external audits; assists with the development and implementation of corrective action plans.
• Weekly business operations performance review to address gaps identified for continuous improvements and work with operation teams to implement these actions.
• Manage Medical Contact Centre staff and resources, provide direction, set goals and ensure that round the clock coverage and accessibility is maintained.
• Formulate and maintain Medical Contact Centre metrics and processes for best-in-class experience.
• Oversee quality assurance of service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Liaises with business operations units and 3rd party service providers to ensure smooth running of outsourced Medical Business Operations including monitoring adherence to service level agreements.
• Support the Product Development team by identifying the customer needs and giving recommendations to product enhancements.
• Provide daily/weekly/monthly insightful metrics and reports that speak to operations and provision of service to medical functions and customers at large.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Tracking and management of pre-authorizations (outpatient, admissions, and discharges) requests to ensure efficiency and co-ordination of case management activities.
• Participate in control and oversee provider recruitment process.
• Develop and follow through on service improvement initiatives and processes for the Business from Customer feedback obtained from Medical Contact Centre to ensure service improvement.
• Lead and manage the staff at the Medical Contact Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
• Developing suitable operational procedures to meet strategic objectives of the organization.
• Review documents and pertinent requirements regarding Customer experience operations.
• Respond to internal and external client inquiries and complaints across all touch points.
• Supervision, appraisal, training and development of Medical officers.
• Preparation of management reports for Corporate Health and EMC.
• Delegated Authority:  As per the approved Delegated Authority Matrix.

Key Performance Measures:

• Customer Net Promoter Score (NPS).
• Customer Satisfaction (CSAT).
• Customer Effort Score (CES).
• Customer retention rate.
• Call and Email Service Levels.
• Medical Loss Ratio.
• Deviations on Quality Assurance Scores and SLA.

Knowledge, experience and qualifications required

• Bachelor’s’ degree in Nursing/any relevant degree.
• Professional qualification in Insurance (ACII , FLMI, or IIK) an added advantage.
• At least 6-8 years’ experience in customer service environment.
• 2-3 years managing a Call Centre.
• Medical Call Centre is an added advantage.
• Excellent analytical and negotiation skills.
• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Leadership and interpersonal skills.