This role is responsible for co-ordinating between Old Mutual and Ecobank on all New Business On-Boarding, Claims, Surrender/ Withdrawal and Customer Complaints from Ecobank branches. The role utilizes knowledge of Old Mutual’s policy administration / product / process to resolve technical and complex problems, usually in support of administrative queries / issues. The incumbent is individually accountable for achieving results through own efforts and others.

Duties

• This role functions as a subject matter expert in a specific field of policy administration / product / process.
• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administration Specialists.
• Often acts as a consultant with decision making of operational and or tactical importance (premium collections for new and existing policies, claims administration, customer retention etc).
• This role functions as a coordinator with all Ecobank branches and shares report on all new business submissions.
• This role functions as a coordinator with Ecobank on premium deductions for new and existing business.
• Could act as an expert resource on major projects or could be accountable for the delivery of projects within the Business Unit.
• This role functions as a coordinator with Ecobank to facilitate the processing of claims, surrender/withdrawals and customer complaints.
• May act as a coach for Ecobank Specialist Staff on policy administration and Life Insurance in general.
• Provides strong support role to the Old Mutual BU Executive.
• Build key relationships with branch operations teams.
• Participates in channel distribution support roles at Old Mutual.

Key Result Areas

Client Service Delivery

• Engages regularly with Ecobank branches to address service related concerns as to strengthen existing relationships.
• Takes responsibility for the delivery of superior service to clients

Personal Effectiveness

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Relationship Building

• Manages relationship with the Ecobank BU and Ecobank branches to improve operational efficiency.

Quality Assurance

• Performs quality checks on own work
• Adheres to service and quality standards.

Sales Support /Sales Productivity

• Takes responsibility of supporting field sales team to achieve BU sales targets

Competencies

• Innovation
• Leadership
• Technical Knowledge
• Execution
• Decision Making
• Initiating Action
• Information Monitoring
• Distribution Support (Reporting, Productivity Management and Relationship Management with Partners)

Qualifications & Experience Required

• A minimum of a Bachelors Degree from an accredited Tertiary institution.
• At least 3 years working experience in a similar role would be an added advantage.
• Excellent MS Office Suite skills.
• Strong Relationship Management skills.