PURPOSE OF THE JOB

To provide supervision and support in respect of underwriting (policy administration and customer support) functions of the business and to manage corporate business on Health and Life.

DEPARTMENTAL MANAGEMENT

• Implementing and managing the Underwriting Department in order to support activities and ensure an effective operations management service delivery.
• Implement and managing operational governance and risk management processes in the context of organizational policy for the team assigned.
• Building and maintaining positive and productive relationships through ongoing dialogue with staff, clients, brokers, providers and other key stakeholders and meet with them in order to assess and resolve operational performance.
• Contributing to the preparation of monthly management information reports for the team assigned which will form part of the overall Operations Department Reporting.
• Ensuring that standard operating policies, procedural guides and quality and service standards are developed, maintained, understood and implanted in order that risks are continuously identified, assessed and managed for the team assigned.

RELATIONSHIP MANAGEMENT

• Develop trust relationships with a portfolio of corporate clients to ensure that retention levels are high
• Acquire a thorough understanding of key customer needs and requirements and deliver services in line with them
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure the correct products and services are delivered to customers in a timely manner
• Serve as the link of communication between key customers and internal teams as the first point of contact for customers
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust within the stipulated timelines
• Providing customers complaint feedback to complaint champion and risk and compliance team.
• Conduct sensitization sessions on policy conditions and processes to be followed in order to access services
• Continuously improving on customer value proposition
• Organize wellness events with the assistance of Case Manager & Provider Relationship Teams

POLICY ADMINISTRATION

• Day-to-day management of underwriting matters which include:
• Policy set-up and membership administration including system set-up
• Manage the overall group renewals process (issuance of quotations, pre-renewal, membership document issuance)
• Contract and policy documentation issuance and execution
• Ensure accurate and prompt issuance of premium invoices, credit & debit notes, statements and other policy related financial documentation.
• Managing the issuance and processing of any underwriting requirements as contained in the policy conditions.
•  Corresponding professionally with external parties such as clients, brokers, agents, affinity partners, etc
• Following Liberty standard operating procedures and company specific procedure manuals.
• Identify efficiencies in working practices and implement them

GENERALLY

• Adhering to all policies, procedures and regulatory requirements relating to the role
• Prepare regular reports of progress and forecasts to internal and external stakeholders
• Any other roles assigned by supervisor

Skills (personal and interpersonal)

• Computer skills (MS Office)
• Administration support
• Excellent written and verbal communication
• Interpersonal skills
• Planning and organising
• Delivering Results and meeting customer expectations
• Following instructions and procedures
• Adhering to principles and values
• Relating and networking
• Coping with pressure and setbacks

Key requirements

• Grade 12
• Degree in insurance or related field
• At least 2-3 years relevant experience in a relationship management or administrative role.
• PC Applications (MS Office)
• General Administration functions