Operations
Manager
Reports to: Client Servicing Manager – Nairobi, Kenya
Division: Client Servicing Department
A leading MIP and Broker in Kenya whose speciality is medical insurance.
Reports to: Client Servicing Manager – Nairobi, Kenya
Division: Client Servicing Department
A leading MIP and Broker in Kenya whose speciality is medical insurance.
With
offices in Dubai, Nairobi, Mombasa and Kisumu, LCI delivers distinctive client
value via innovative and effective products, service and workforce productivity
solutions.
General Purpose
General Purpose
The
main purpose of an operations manager is to plan, direct operations, improved
productivity and efficiency of the client servicing department.
The
operations manager is responsible for ensuring and improving the performance,
productivity, efficiency and profitability of this crucial department through
the provision and implementation of effective methods and strategies.
Main
Job Tasks and Responsibilities
- Coordinate,
manage and monitor the workings of various departments in the
organization.
- Review
statistical reports and data on weekly/monthly/annual basis. Utilize this
data to improve productivity and efficiency and TAT’s. Prepare and control
operational KPI’s.
- Best
Practices - Improve processes and policies in support of organizational
goals.
- Plan
the use of human resources. Organize recruitment and placement of required
staff. Establish organizational structures. Delegate tasks and accountabilities.
Establish work schedules. Supervise staff. Monitor and evaluate
performance. leading and motivating a team of staff to ensure they’re
giving the best customer service possible.
- Production
- Coordinate and monitor the work of various team members involved in
production, servicing and support of clients. Manage quality,
productivity, quantity of employee and technical support where necessary.
- Communication
–Facilitate coordination and communication between support
functions/departments.
- Sales,
marketing and Customer Service - Manage customer support. Support sales
and marketing activities.
- Strategic
Input - Liaison with management in the development and
implementation of strategic plans.
- Technical
knowledge on Insurance products. You’ll also be expected to know our
company’s products and policies inside out and be able to communicate it
to other members of staff.
- Training
and development
- Handling
complaints and queries (from customers and staff)
- Going
through reports on regular basis to ensure TAT’s are being met
- Dealing
with providers to sort out issues escalated by the team
- Pre
authorizations and evacuations
Education
and Experience
- University
degree in business administration, commerce, management or operations
management.
- Proven
Insurance Industry experience in same or similar role of between 3 – 5
years.
- Knowledge
and experience in organizational effectiveness and operations management
- Knowledge
of business and management principles and practices
- Knowledge
of human resource principles and practices
- Knowledge
of project management principles and practices
- COP
qualification
- ACII
complete or part (on going studies)
Key
Competencies
- Critical
thinking and Problem solving skills
- Planning
and Organizing skills
- Persuasiveness
with delegating skills
- influencing
and leading
- negotiation
- conflict
management
- stress
tolerance
- Interest
and enjoyment in working with people.
- Polite
and tactful personality.
- Numerical
skills and IT skills
- Patience
and able to work calmly under pressure
- Excellent
customer service and communication skills.
- Consistent
high quality of work produced.
- Proficient
communicator at all levels, both verbal and written.
- Ability
to handle varied tasks/instructions.
- Ability
to be adaptable and flexible when required, responding to change and
learning opportunities.
- Good
internal knowledge of systems, processes and Best Practice Guides.
Salary
Competitive
salary + 21 days holiday, medical insurance for self and family.
Sponsorship
for study in insurance related field also considered.
Additional
income if KPI/Targets are met.
Qualified candidates are required to send their applications in soft copy to: apply@kenyajobsconnection.com by 29th December 2012.
Qualified candidates are required to send their applications in soft copy to: apply@kenyajobsconnection.com by 29th December 2012.