Madison Life Insurance Company Limited (MLife) invites applications from suitably qualified and experienced individuals to fill the following positions to be based at Head Office in Lusaka.

Position 1: Sales and Distribution Manager – Health (1)
Location: Lusaka – Head Office
Reporting: General Manager – Health

POSITION OVERVIEW

The Sales and Distribution Manager will be responsible for driving the sales of health insurance products through a wide network of distribution channels. This role will manage the day-to-day sales operations, optimize the distribution strategy, build relationships with brokers, agents, and other third-party distributors, and lead a team of sales professionals to achieve business goals.

KEY QUALIFICATIONS, QUALITIES & COMPETENCIES

• Full grade twelve certificate with at least credit in Mathematics & English

• Bachelor’s degree in Business Administration, Marketing or related field. An MBA or relevant advanced degree will be an added advantage.

• Minimum of 5-7 years of experience in sales and distribution management within the insurance industry, preferably in health insurance.

• Proven track record of achieving sales targets and managing sales teams.

• Experience in managing relationships with brokers, agents, and other distributors.

• Strong leadership and team management skills.

• Excellent communication, negotiation, and interpersonal skills.

• In-depth knowledge of health insurance products and services.

• Ability to analyze sales data, market trends and competitors.

• Familiarity with CRM software and sales analytics tools.

• Strong problem-solving and decision-making abilities.

KEY RESPONSIBILITIES

Sales Strategy & Execution:

• Develop and implement comprehensive sales strategies to achieve the overall business and revenue targets.

• Monitor market trends, competitor activity, and customer feedback to adjust sales tactics and offerings.

• Design and execute promotional activities to drive customer acquisition and retention.

Distribution Network Management:

• Build and maintain strong relationships with existing distributors, brokers, and agents.

• Identify and establish new distribution channels to expand the reach of the company’s products.

• Optimize the existing distribution network to ensure effective market penetration.

Team Leadership & Development:

• Lead, motivate, and manage a team of sales executives, agents, and distribution partners to meet and exceed sales targets.

• Train and mentor the team on effective sales techniques, product knowledge, and customer relationship management.

• Conduct performance evaluations and set individual development goals for team members.

Sales Monitoring & Reporting:

• Track and analyze sales data to measure performance and identify areas for improvement.

• Provide regular sales reports and performance analysis to senior management.

• Implement corrective actions to address performance gaps and enhance sales productivity.

Customer Relationship Management (CRM):

• Build strong, lasting relationships with key clients and stakeholders.

• Ensure that customers receive excellent service and timely responses to inquiries and issues.

• Work closely with the customer service and operations teams to ensure smooth implementation of policies and services.

Compliance & Regulatory Adherence:

• Ensure all sales activities comply with industry regulations, company policies, and ethical standards.

• Keep up to date with changes in health insurance laws and regulations and ensure the team is informed and compliant.

Market & Product Knowledge:

• Stay abreast of the latest developments in health insurance products, market conditions, and competitors.

• Provide input into product development and pricing strategies based on market insights.

Position 2: Operations Manager – Health (1)

Location: Lusaka – Head Office
Reporting: General Manager – Health

POSITION OVERVIEW

The Operations Manager will be responsible for overseeing and improving the day-to-day operations of the organization. This includes managing operational workflows, optimizing internal processes, ensuring compliance with regulatory requirements, and driving operational efficiency. The role requires strong leadership, attention to detail, and the ability to collaborate across departments to ensure seamless service delivery and improved business performance.

KEY QUALIFICATIONS, QUALITIES & COMPETENCIES

• Full grade twelve certificate with at least credit in Mathematics & English

• Bachelor’s degree in Business Administration, Healthcare Management, Insurance, Operations Management, or a related field.

• Minimum of 5-7 years of experience in operations management, with at least 2-3 years in a leadership role within the health insurance, customer service, or financial services industry.

• Strong knowledge of health insurance products, claims processes, underwriting, and membership services.

• Proven experience in process optimization, team management, and cross-departmental collaboration.

• Strong leadership and team management skills, with the ability to motivate and develop a diverse team.

• Excellent problem-solving skills and ability to implement creative solutions to complex operational challenges.

• Strong knowledge of regulatory compliance in the health insurance industry.

• Proficiency in operational management software, CRM systems, and Microsoft Office (Word, Excel, PowerPoint).

• Excellent communication skills, both verbal and written, with the ability to present to senior management and collaborate across teams.

• Attention to detail and strong organizational skills.

KEY RESPONSIBILITIES

Operations Management:

• Oversee the day-to-day operations of the health insurance business, ensuring efficient processes in claims management, membership services, underwriting, customer service, and billing.

• Ensure smooth and effective operational workflows, identifying areas for improvement and implementing best practices to enhance operational efficiency.

• Monitor key operational metrics (e.g., claims processing time, membership retention, client satisfaction) and report performance to senior management.

Team Leadership & Development:

• Manage and lead the operations team, providing guidance, mentorship, and support to ensure high levels of productivity and performance.

• Foster a collaborative and positive working environment, promoting teamwork and professional growth.

• Organize and conduct training programs to develop staff skills, enhance operational knowledge, and ensure compliance with industry standards.

• Conduct performance evaluations, provide feedback, and assist in setting individual and team goals.

Process Optimization & Efficiency:

• Identify inefficiencies and bottlenecks in operational processes, recommending and implementing improvements to streamline workflow and reduce costs.

• Introduce automation and technology solutions to improve operational efficiency, enhance data accuracy, and reduce manual workloads.

• Monitor the implementation of new processes or tools and ensure they align with company goals, performance targets, and customer satisfaction objectives.

Regulatory Compliance & Quality Assurance:

• Ensure compliance with all health insurance industry regulations, company policies, and legal requirements.

• Work closely with the compliance and legal teams to ensure that all operations adhere to the latest laws and regulations affecting the health insurance industry.

• Develop and implement quality assurance procedures to ensure the delivery of high-quality services and accurate processing of claims, enrollments, and other operational tasks.

Budgeting & Financial Management:

• Assist in budget preparation and monitor the operational budget to ensure cost-effective resource allocation.

• Identify cost-saving opportunities while maintaining service quality and ensuring business growth.

• Ensure efficient utilization of resources across departments, managing operational costs without compromising performance.

Cross Departmental Collaboration:

• Collaborate with sales, marketing, claims, underwriting, and customer service teams to ensure seamless coordination of operations.

• Communicate operational updates and changes effectively across departments to ensure alignment and clarity.

• Support product development and innovation by providing operational insights and feasibility analysis.

Customer Experience & Satisfaction:

• Ensure that operational activities are aligned with customer satisfaction goals and deliver a positive customer experience.

• Resolve escalated customer service issues and work to address client feedback regarding the company’s processes or services.

• Implement strategies to improve member retention rates, claims accuracy, and service responsiveness.

Reporting & Performance Metrics:

• Develop and maintain operational dashboards and reports to track performance against key metrics, including processing times, claim accuracy, and operational costs.

• Provide actionable insights to senior management regarding operational performance, areas for improvement, and strategies for achieving business objectives.

• Prepare regular reports on operational KPIs, budget performance, and compliance metrics.

Change Management:

• Lead change management initiatives to enhance operational performance, adapt to industry trends, and implement new systems or technologies.

• Ensure smooth transitions during process changes, system upgrades, or other operational transformations.

• Promote a culture of continuous improvement, encouraging employees to embrace innovation and change.

Position 3. Underwriting Assistant – Membership – Health (1)

Location: Lusaka – Head Office
Reporting: Operations Manager

POSITION OVERVIEW

The Underwriting Assistant will be responsible for managing the health insurance membership process, including enrollment, maintenance, and verification of members’ information. The role ensures accurate data management, timely processing of membership applications, and effective communication with members. The Membership Officer also provides support to members regarding their policies, benefits, and any related queries.

KEY QUALIFICATIONS, QUALITIES & COMPETENCIES

• Full grade twelve certificate with at least credit in Mathematics & English

• Bachelor’s degree / Diploma in Business Administration, Healthcare Management, Insurance, or a related field.

• Minimum of 2-4 years of experience in customer service, membership administration, or a related role in the health insurance industry.

• Familiarity with health insurance products, membership guidelines, and customer service practices.

• Experience working with membership management software or customer relationship management (CRM) systems is preferred.

• Excellent communication skills, both written and verbal, to effectively assist and guide members.

• Strong attention to detail and accuracy in data entry and record-keeping.

• Ability to manage multiple tasks simultaneously and meet deadlines in a fast-paced environment.

• Strong problem-solving skills with a customer-focused approach.

• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

• Knowledge of health insurance products, policies, and regulatory requirements is a plus.

KEY RESPONSIBILITIES

Membership Enrollment & Registration:

• Process new health insurance applications and enrollments accurately and in a timely manner.

• Verify eligibility, ensuring all required documentation is submitted and correct before membership approval.

• Update and maintain members’ records, including personal information, policy details, coverage types, and payment status.

• Ensure all membership data is accurately entered into the system and updated regularly.

Member Communications & Support:

• Serve as the primary point of contact for new and existing members, responding to inquiries about their coverage, benefits, and membership status.

• Provide guidance and assistance to members regarding the application process, policy renewal, or any changes in coverage.

• Resolve membership-related issues or concerns, escalating more complex matters to senior staff or relevant departments.

• Notify members of any policy changes, renewals, or required actions to maintain coverage.

Policy Maintenance & Updates:

• Ensure timely processing of member requests for changes in personal details, beneficiary information, or coverage adjustments.

• Maintain accurate records of membership status, including active, suspended, or canceled memberships.

• Track and manage the renewal process for all group policies, ensuring members are notified in advance and renewal payments are processed promptly.

Verification & Compliance:

• Verify and ensure that all membership documents comply with regulatory standards and internal company policies.

• Ensure members’ data is handled in accordance with privacy regulations and confidentiality requirements.

• Ensure eligibility criteria for memberships are accurately assessed, especially for group policies and dependents.

Claims and Benefits Coordination:

• Collaborate with the claims and customer service teams to ensure that members’ claims are processed accurately.

• Assist members in understanding their benefits, coverage details, and how to file claims correctly.

• Coordinate with other departments to resolve membership-related claims issues, ensuring timely resolution of member queries.

Reporting & Record-Keeping:

• Maintain accurate membership records and generate reports on enrollment, cancellations, renewals, and member inquiries.

• Support finance by sharing new additions for invoicing purposes.

• Track membership metrics and assist in identifying trends, such as member retention rates, inquiries, or service issues.

• Assist in the preparation of monthly, quarterly, and annual membership reports for senior management.

Process Improvement & Efficiency:

• Identify opportunities to streamline and improve membership-related processes and workflows.

• Recommend system improvements to enhance the efficiency of membership management.

• Stay up to date with industry best practices and membership management trends to ensure high-quality service.

Please note that MLife is an equal opportunity employer.

Please note that only shortlisted candidates will be contacted.