Job Purpose:

The role of the DDO Associate will be to:

• Provide prompt, efficient and effective operational support by entering into LOB systems requisite customer and related product information as per given documentation, performing verification and quality assurance of customer data & information on the customer record and CRM data
• Manage and maintain all company’s physical documents and records
• Co-ordinate activities and support services within the Registry function
• Give effective supervision to the outsourced registry assistants
• Scanning, assembling and franking of policy documents and dispatch process

Key Responsibilities

• Ensure client details/ instructions are accurately and timely processed in line with the requisite processes 
• Process all reimbursements as per SLA
• Process all endorsements  as per SLA
• Process all policies new and renewal as per SLA
• Process all claims from service providers as per SLA
• Process all reconciliation service provider invoices are reviewed and shared as per SLA 
• Co-ordinate any out-sourced services of document storage and retrieval
• Accurate and timely processing of client requests
• Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.
• Escalate quality issues to Operations manager for management.
• Implement the customer experience strategy in the respective business divisions
• Investigate and respond to all internal and external customer enquiries promptly.
• Process all approved underwriting policies and claims processing within the provided SLA’s 
• Escalate complex queries to the appropriate functional area
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Investigate and respond to all customer enquiries promptly.
• Carry out customer and product related document processing
• Respond to customer queries in a professional manner
• Make customers’ experiences better by ensuring customer satisfaction
• Ensure high standards of Customer Service are maintained in all at level

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field
• At least 2- 4 years’ experience in a similar position
• Computer Literate; emphasis on Microsoft Office and EDMS

Leadership category responsibility framework (Core Competencies)

Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
• Ensure that department priorities are adhered to and effectively communicated;
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
• Embody a high performance, proactive culture;
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
• Effectively set and monitor priorities and objectives for more junior staff;
• Understand and communicate objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels;
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.

Emerging Leaders Competency Descriptions.

• Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
• Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Adhering to Principles and Values - Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
• Analysing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
• Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
• Deciding and Initiating Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
• Leading and Supervising - Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behaviour; sets appropriate standards of behaviour.
• Formulating Strategies and Concepts - Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
• Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
• Following Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
• Adapting and Responding to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.

Technical/ Functional competencies

• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Good communication and customer service skills.
• Should possess functional knowledge, be result oriented and have problem solving skills
• Technical skills to effectively perform activities at the Registry in a manner that consistently produce high quality service to customers.
• Consistency in adherence to the application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, and resource utilization.
• Interpersonal skills to effectively communicate with and manage expectations (internal) and other stakeholders who impact performance
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Ability to take initiative/responsibility to ensure that daily duties, routines and related additional tasks are completed timely

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field
• At least 2- 4 years’ experience in a similar position
• Computer Literate; emphasis on Microsoft Office and EDMS