Bancassurance Operations Manager

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This position has the primary responsibility for ensuring smooth operations to facilitate business growth both organically and inorganically, to support execution of the bancassurance business plan. It will entail working closely with the partners and distribution team with the function.

Job Profile

Business Unit:

Prudential Life Assurance Zambia (PLAZ)

Business Function:

Bancassurance & Alternative Distribution

Job Title:

 Manager – Operations

Grade:

Grade 4

Reports to:

Head - Bancassurance & Alternative Distribution

Location:

Lusaka, Zambia

Job Purpose & Scope:

This position has the primary responsibility for ensuring smooth operations to facilitate business growth both organically and inorganically, to support execution of the bancassurance business plan. It will entail working closely with the partners and distribution team with the function.

Principle Accountabilities for this role include but are not limited to the following:

Operations

• Design of Business process/procedure manuals for Bancassurance.
• Design and implementation of SLAs with partners and internal stakeholders.
• Liaison with the Retail Operations team and other support units to ensure seamless business flow.
• Digitization of processes and any other manual processes.
• Drive all other tech initiatives undertaken by the function.

Business Strategy Execution

• Provide support to Distribution team in achievement of annual targets.
• Co-ordinate quarterly strategic sessions with partners.
• Co-ordinating all Steering committee/Working committee meetings.
• Consolidating/tracking all actions to completion.
• Participate in annual strategic planning.
• Participate in Banca projects as per plan.

Reporting & MI

• Generate reports not limited to, Daily/Weekly/Monthly production, product mix & case size, complaint, and query tracking, claims etc.
• All MI to be prepared with analysis and recommended actions.

Customer service management

• Ensure all customers’ queries and complaints are promptly resolved as per partner SLA.
• Ensure all policy documentation are distributed in a timely manner.
• Providing guidance to the customer service team in support office and branch on how to handle queries related to Bancassurance.
• Develop initiatives to improve customer service.
• Conduct annual customer service survey.

Compliance and risk management

• Managing all compliance related issues, not limited to welcome calls, RCSA’s, fraudulent cases etc
• Recommend actions to mitigate risks.

Core Competences Required:

• Understanding of bancassurance and a bank’s operations and structure
• Understand of Life insurance concepts, products and processes
• Strong technical and commercial acumen coupled with operational experience.
• Strong analytical skills
• Ability to work with limited supervision and make judgement calls.
• Persuasive communicator (both written and verbal) with ability to operate in and communicate at all levels in the organisation.
• Influencing skills and using those skills to drive change and add value.
• Strong execution skills to achieve the targets of Prudential Zambia business.
• Excellent Communication and reading comprehension.

Experience, Knowledge & Skills

• Has a university degree.
• At least 3 years of relevant experience
• Knowledge of or ability to learn insurance products.
• Technical knowledge in Life Insurance or work experience in Life Insurance Operations will be an added advantage.
• Excellent communication skills
• Interpersonal skills and the ability to develop relationships, partnerships, and work collaboratively.
• Demonstrated capability to manage own performance effectively, planning and organizing own time and priorities to achieve business results without substantial supervision.
• Knowledge of compliance regulations and policies and ability to apply procedures.
• Produces results; directs action toward achieving key business goals that are critical to company’s success.
• Strong reporting skills

• Ability to positively influence Senior and Executive Management.
• Ability to understand broad business issues.
• Be trustworthy and demonstrate professionalism.

 

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.