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Position: Operations Officer
Location: Nairobi, Kenya
Reports
to: Operations
Team Leader
MicroEnsure
is a microinsurance solutions provider with the vision to radically transform
insurance in emerging markets by delivering pioneering solutions for the
under-served.
We
create insurance solutions for mass-market customers, providing a safety net
for economic setbacks, targeting low and middle-income populations in Africa
and Asia. Founded in 2005, we have global headquarters in the UK.
MicroEnsure
currently serves over 22 million people with a range of insurance products and
services across life, personal accident, property, weather index, and health
categories.
Working
in partnership with a host of organisations including mobile phone companies,
banks, microfinance institutions, retailers, faith-based and humanitarian
organisations; our main focus is on providing services which include product
and program design, insurance and reinsurance placement, training, marketing
development and delivery, sales management, back office management and provider
networking.
In recognition of our innovations in financial services, we have won numerous
awards including the Financial Times/IFC Excellence in Transformational
Business Award in 2015.
The Operations Officer, working under the guidance of the Operations Team
Leader, will be responsible for managing the day-to-day activities linked to a
number of core operational aspects of MicroEnsure’s operations (detailed
below).
Working
within defined processes and reporting on outcomes through dedicated management
tools that (s)he will be required to rapidly gain familiarity with, the
Operations Officer will be the custodian of defined best practices,
accomplishing this by highlighting and communicating to both internal staff and
staff of external partners critical tasks that require completion while
concurrently managing the related workflows to successful conclusion as defined
by relevant key performance indicators.
Additionally, under the guidance of the Operations Team Leader and as prompted,
the Operations Officer will be involved in business analysis work (including
but not limited to process mapping, product specification, etc.), all within
the framework of:
- Integrating
the business fully into the ARK policy and claim management infrastructure
and requisite reporting regimes - Recording
for posterity best practices for operational management - Helping
disseminate best practices to, and learning the same from, other country
operations within MicroEnsure’s global network.
- Ensures
that all front office and technical partners are informed of when policy
data for administration is required (including first instance and
subsequent instances for discrepancy resolution) - Ensures
accurate and timely entry of manual data (where required) - Ensure
accurate and timely policy data administration including identification
and resolution of discrepancies; benefit, premium and MicroEnsure revenue
computations. - Manage
the transfer of administered data to underwriters while concurrently
completing the billing, collection and transfer from front office partners
to underwriters of premiums before logging all relevant details to the
Premiums and Commissions Management Sheet - Manage
the billing, collection, logging (in Premiums and Commissions Management
Sheet) and transfer of commissions (mainly via cheques) from underwriters
to the Finance Department - Maintain
a record of all relevant actions from the above in the Policy Data
Administration Management Tracker
- Respond
to claims reported by front office partners/individual claimants within
defined turnaround times to ensure a high level of operational delivery
quality - Accurately
assess claims based on up-to-date knowledge of relevant policy contracts
binding front-office partners to insurers, rejecting those that need to be
rejected and working with all partners to get all valid claims paid within
defined timelines - Channel
accurate, up-to-date records to the claims data log regarding all claims
of which MicroEnsure has been notified, and through all the related
processes to resolution - Manage
all claims-related communication between involved parties (front office
partners, insurers, claimants), and also manage the storage of related
soft copy documentation related to claims - Display
a high sense of sensitivity to affected clients and front-office partner
staff in all claim-related interactions
- Manage
and continuously own a sizeable chunk of the actual policy reporting
workload - Ensures
that reports are sent to partners on time and without discrepancies, with
requisite copies of reports stowed in relevant locations for easy access
and reconciliation as needed - Maintain
a record of all relevant actions from the above in the Reporting
Management Tracker
Facilities, MIS and Logistics Management
- Deploying
the Logistics Management Log and contact lists of service vendors, to
ensure that the operational infrastructure of MicroEnsure is up and
running at all times (both programmed and random eventualities) - With
guidance from the Operations Team Leader, coordinate with and support the
MIS team on all necessary tasks, and using the Client Support Portal at
helpdesk.microensure.com to initiate all assistance requests as necessary
(hardware, software, networks) - Coordinate
with contacts at MicroEnsure’s Internet Service Provider (ISP) to ensure
that excellent internet access for MicroEnsure is always assured (includes
usage of ISP’s customer portal to monitor performance levels) - Keep
an up-to-date log of all MicroEnsure’s assets and channelling information
to Finance Department and MIS team on the same as needed
Information Comprehension and Management
- Build
a thorough understanding of all products and partnerships undertaken by
MicroEnsure - With
guidance from the Operations Team Leader, ensure that all soft and hard
copy versions of documentation relating to products and partnerships have
been duly stowed to correct locations - Ensure
accurate communication of relevant financial and other information, both
within MicroEnsure and, with guidance from the Operation Team Leader,
partners
- Build
mastery of the regulatory environment for microinsurance in Ghana
- Support
the Client Relations Team during launches, market storms and other
projects, as time and workload commitments to primary operational duties
permit
- 4-year
degree qualification required - 2-3
years’ work experience preferred, with a demonstrated track record of
achievement and increasing responsibility - Strong
operational delivery track record with management experience - Appreciation
and concern for the plight of low-income people, preferably with
experience in working with low-income persons in professional or informal
settings - Willingness
to work as a team member with people across geographies and cultures - Strong
self-starter able to perform tasks with minimal input and oversight, and
able to meet strict deadlines - Commitment
to model and articulate MicroEnsure’s mission, vision and values - Fluency
in spoken and written English essential - Strong
knowledge of and experience with Microsoft Office Suite, including Word,
Excel and PowerPoint, including using these tools to present materials
orally and in written form
Interested and qualified applicants are invited to submit a cover
letter and detailed CV along with contacts of 3 referees, Salary history and
expectation to africarecruitment@microensure.com so as to arrive NOT later than
March 30, 2016.
Recent
graduates preferably with an insurance background will be considered.
(Please include the job title and reference as the subject heading)
Note: Only short listed applicants will be contacted.
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