The Officer – Group Life Servicing plays a crucial role in ensuring efficient and effective servicing of group life insurance policies, maintaining strong corporate governance practices, fostering a positive organizational culture, and achieving key deliverables. This role involves managing the administrative tasks related to group life insurance policies, providing exceptional customer service to policyholders, and ensuring compliance with regulatory requirements (Job Ref. No: JLIL 359).
Main Responsibilities
Strategy
- Execute the strategic plan for the group life servicing department, aligned with the organization's overall objectives, under the guidance of the Team Leader – Group Life Servicing.
- Identify opportunities for business growth, market expansion, and product/service enhancements in the group life insurance segment.
- Conduct market research and analysis to identify emerging trends, competitive landscape, and customer needs, influencing strategic decision-making.
- Conduct financial analysis, identify cost-saving opportunities, and recommend strategies to improve profitability and operational efficiency.
Operational
- Scheme Administration: Handle the end-to-end administration of group life insurance policies, including scheme setup in the ISF system, and the addition and termination of members in the system. Prepare policy documents, endorsements, raise debit notes and follow up premium for settlement, Prepare medical letters for all members above Free Cover Limit (FCL) accurately and within the agreed timelines.
- Customer Service: Serve as the main point of contact for policyholders, brokers, and internal stakeholders regarding group life insurance policies. Respond promptly and professionally to inquiries, resolve scheme-related issues, and provide accurate and comprehensive information.
- Policy Renewals: Coordinate and manage the renewal process for group life insurance policies. Prepare renewal documentation, communicate renewal terms to policyholders, and ensure timely policy renewals.
- Claims Support: Collaborate with the claims department to facilitate the processing and settlement of group life insurance claims. Forward claim notification and all information received and provide support to policyholders throughout the claims process.
- Compliance and Documentation: Ensure compliance with internal policies, procedures, and regulatory requirements related to group life insurance. Maintain accurate and up-to-date policy records, documentation, and databases.
- Reporting and Analysis: Generate and analyze reports related to group life insurance policies, including scheme performance, renewal summary, claims experience, and customer satisfaction. Identify trends, insights, and areas for improvement.
- Relationship Management: Build and maintain positive relationships with policyholders and all stakeholders. Liaise with underwriters, actuaries and other internal departments to ensure efficient policy servicing and resolution of issues.
Corporate Governance
- Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of group life insurance servicing.
- Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
- Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
- Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards.
- Ensure adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
- Establish mitigation measures against emerging business risks and ensure compliance with applicable statutory and regulatory requirements.
People and Culture
- Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
- Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
- Skills and Competency Development Index: Achieve 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
- Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
- Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
- Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.
Key Competencies and Qualifications
Key Competencies:
- Excellent communication skills, both verbal and written.
- Strong customer service orientation with the ability to handle challenging situations.
- Attention to detail and ability to work with complex data and documentation.
- Analytical and problem-solving skills to address policy-related inquiries and issues.
- Ability to manage multiple tasks and prioritize workload effectively.
- Strong teamwork and collaboration skills.
Academic Background & Relevant Qualifications:
- Bachelor’s degree in Insurance, Finance, Business or any other related course.
- Diploma in Insurance, LOMA/CII/IIK Qualification.
- Minimum 1-2 years’ experience in a similar role.
