Job Purpose:    

The role of the DDO Associate I 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:

• Daily & monthly reporting of registry and policy assembly processes. 
• Ensure client details/ instructions are accurately and timely processed in line with the requisite processes.
• Co-ordinate any out-sourced services of document storage and retrieval.
• Policy document: printing, franking, assembly and scanning to DMS.
• Ensure timely dispatch of assembled policy schedules to branches within TAT.
• Processing the completion of new business, client services e.g. issuance of policy documents while adhering to set procedures and guidelines thus limiting the exposure to risk and litigation.
• Verifying stamp duty amount due on the sum assured.
• Dispatch and tracking of policy documents to branches.
• Physical document handling:
  • Receipt and verification of records submitted by branches and business units
  • Arrangement and retrieval of physical documents. 
  • Sorting of documents and verifying their attachments. 

• 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.
• Participate in development of knowledge base within DDO.

Key Performance Measures:

• As described in your Personal Score Card.

Knowledge, experience and qualifications required:

• A Degree or diploma in Records Management or Information Science.
• A minimum of 2 years’ experience in a busy Registry / Archives or branch.
• Computer Literate; emphasis on Microsoft Office and EDMS.
• Minimum grade of C PLAIN in KCSE secondary education.

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.