Chief Operations Officer at Britam Insurance Tanzania Limited

Chief Operations Officer at Britam Insurance Limited August 2024

Job purpose
The role holder will be responsible for providing leadership for
underwriting, claims, and other areas of general management and ensure
delivery of service that meets customer expectations. The role will
report to the Chief Executive Officer.

Key responsibilities
1. In liaison with the Underwriting
Manager, ensure that the underwriting policies reflect the country’s
strategic risk management framework and are observed at all times;
2.
In liaison with the Claims Manager, ensure that the claims policies
reflect the company’s strategic risk management framework and are
observed at all times;
3. Ensure that the company meets operations efficiency in claims and underwriting procedures;
4.
Carry out market intelligence to ensure the company is in tandem
with industry trends and adopts pricing mechanisms that ensure
profitability;
5. Put in place control mechanisms that enable a
measure of service satisfaction by agents, brokers, customers and the
regulator;
6. Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings;
7. Set and monitor operational budgets;
8. Ensure that service to customers and procedures meets their expectations
9. Manage key relationships with clients, intermediaries and service providers in the market;
10. In liaison with the Underwriting Manager ensure that the company has in place a robust and optimal reinsurance program
11. Ensure the establishment and management of a versatile risk survey function
12. Perform any other duties as may be assigned from time to time by the supervisor; and
13.
Deliver on performance requirements as defined in the departments’
strategy map, balanced scorecard and Personal Scorecard.

Key Performance Measures
● Risk and control self-assessment score
● Customer turnaround time
● Percentage of staff achieving targets
● Key talent retention
● Percentage of processes re-engineered
● Customer Retention & Renewal retention

Working Relationships
Internal Relationships:
● Accountable to Chief Executive Officer.
● Responsible for the staff who work under this position
● Required to liaise and work closely with the other staff members across the business.

External Relationships:
● Britam customers.
●
Insurance sector players (Insurance companies, reinsurers,
reinsurance brokers, loss adjusters, investigators and garages).
● Intermediaries (Brokers, Agents & Banks)
● Regulatory Authorities (TIRA,TRA and other government agencies)
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Knowledge, experience and qualifications required
1. Relevant Bachelor’s Degree; MBA is an added advantage.
2. Professional qualification in Insurance (ACII) or equivalent
3.
10 years’ experience, 4-5 of which should be in a managerial
capacity in a busy environment. Commercial and general management
experience in a company of approximately similar size or larger
4. Extensive experience in ensuring operational risks are identified and managed.
5.
Significant experience in process mapping and restructuring to
obtain optimal operations with a focus on cost containment.
6. A
deep understanding of leveraging technology and processes to
standardise operations, reducing turn-around times on all key business
processes.
7. A demonstrated track record in optimising
operations to enhance the overall customer experience at all customer
contact points.

Essential Competencies
1. Deciding
and Initiating Action: Ensures, key organisational objectives are met,
takes responsibility for decisions, actions, projects and people while
focussing on achievement of strategic results; takes initiative and
works under own direction; initiates and generates activity; makes
quick, clear decisions with limited information available which may
include tough choices or considered risks; decisions and actions takes
into account possible impact on all parts of the business.
2.
Leading and Supervising: Provides the business with a clear direction
based on the overall strategic intent of the organisation; motivates and
empowers others with a clear sense of purpose; creates a positive
organisational climate that fosters learning and development;
acknowledge high potential talent; sets and articulates the vision and
values through own personal behaviour.
3. Relating and
Networking: Easily establishes, as well as assists others in building
good relationships with customers and staff across all departments,
inside and outside of the organisation; relates well to people at all
levels; facilitates the resolutions of conflict and manages
disagreements with tact and diplomacy.
4. Persuading and
Influencing: Gains clear agreement and commitment from others by
persuading, convincing and negotiating to the benefit of the
organisation, promote the organisational strategy during conversations;
makes effective use of political processes to influence and persuade
others; promotes ideas on behalf of oneself, the department or the
organisation; makes a strong personal impact on others; takes care to
manage the organisation’s impression and brand on others.
5.
Formulating Strategies and Concepts: Works strategically to realise
organisational goals; sets and develops organisational strategies;
identifies, develops positive and compelling visions of the
organisation’s future potential; takes account of a wide range of issues
across, and related to, the organisation; encourage others to take a
strategic and long term view in terms of the organisation’s future;
communicates the organisational strategy, vision and objectives
effectively across all levels of the organisation.

Primary Location: Tanzania, United Republic of-Dar es Salaam-Dar es Salaam
Organization: Britam Insurance Tanzania Limited
Job Type: Permanent
Shift: Day Job
Contract Type: Full-time
Job Posting: 28-08-2024
Unposting Date: 06-09-2024
Number of Openings: 1
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