BRITAM Careers

Job Purpose: 

• To deliver exceptional customer service by managing customer interactions across all communication channels, ensuring timely and effective resolution of queries, and contributing to the overall efficiency and success of the Britam Contact Centre.
• The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences.

Key Responsibilities:

• Respond to customer queries across all channels (phone, email, social media, WhatsApp, SMS, web chats) as assigned, promptly and professionally. 
• Resolve customer issues effectively at the first point of contact. 
• Update and maintain accurate customer records in relevant systems. 
• Meet team and departmental targets (SLAs and KPIs). 
• Handle escalations and ensure satisfactory resolution. 
• Manage bulk communications like SMS and email campaigns. 
• Maintain high service levels and follow Contact Centre processes. 
• Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling).

Knowledge, experience and qualifications required

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies: 

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills. 

Job Purpose: 

• The Role holder will be responsible for assessing the quality-of-service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.  
• The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences. 

Key responsibilities:

• Monitor Service Quality: Evaluate customer interactions across the Contact Centre and omnichannel platforms to ensure adherence to company standards, provide coaching to agents, and analyze trends for continuous improvement. 
• Generate Reports: Compile detailed performance metrics, including SLA, AHT, CSAT, and NPS, to create actionable reports that highlight strengths and areas of improvement. Resolve customer issues effectively at the first point of contact. 
• Conduct Surveys: Design, distribute, and manage customer satisfaction and feedback surveys to gather insights on service delivery. Meet team and departmental targets (SLAs and KPIs). 
• Analyze Feedback: Evaluate survey responses to identify recurring themes, customer pain points, and opportunities to enhance the service experience. Manage bulk communications like SMS and email campaigns. 
• Ensure Compliance: Conduct regular audits to verify adherence to service protocols, policies, and regulatory requirements across all channels. Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Provide Recommendations: Develop and present actionable insights and strategies to management based on quality evaluations and survey data.  
• Track Improvement: Monitor the implementation of quality improvement initiatives, track their effectiveness, and recommend further adjustments where necessary. 
• Support Training: Identify gaps in agent performance and collaborate with training teams to develop targeted coaching plans and resources to address those needs.
• Maintain Documentation: Ensure accurate record-keeping of quality evaluations, survey results, and action plans to support data-driven decision-making and compliance reviews.
• Collaborate with Teams: Partner with operational, training, and management teams to share insights, align goals, and foster a culture of continuous improvement in the customer experience. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling). 
• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• University degree in a social science or business-related field. 
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies:

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills. 

Job Purpose: 

• The main purpose of the Bancassurance sales agent is to provide operational and sales support for the Bank branches assigned. This will be achieved by the sales agent being domiciled at the specific bank branches and accompanying the bank teams to offer insurance support.
• The member will also provide support to the bank teams by ensuring timely response to matters/queries arising and timely preparation of customer/partner quotations plus sales & training presentations. 

Key responsibilities:

• Assist in preparation of customer quotations, sales presentations and training presentations on products, processes, and soft skills. 
• Review, manage and create sales pipelines. 
• Follow up on customer feedback and queries and escalate any matters.  
• Support the ban branch team as they go to the field by offering insurance expertise. 
• Monitor and measure/quantify business opportunity at the various branches. 
• Support in the follow up of premium payment. 
• Research and monitor competition activities while preparing intelligence reports to support decision making in a bid to stay ahead of the competition. 
• Scheduling, organizing, and communicating Banc assurance activities to the respective stakeholders. 
• Monitor and follow through to ensure timely payment of commissions, refunds, overrides and processing of credit notes to partners. 
• Weekly monitoring of performance.  
• Ensure retention of clients, intermediaries, and partners as per segment targets. 
• Source for Medical, Retail life, Group Life, and pension business. 
• Closure of Motor and Non-Motor business.
• Any other duties that may be assigned from time to time. 

Key Performance Measures:

• As described in Personal Score Card.

Knowledge, experience and qualifications required

• Bachelor’s degree (insurance option preferred).
• At least one-year experience in the insurance industry.
• Computer literate.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.
• Diplomatic in handling client relationship.

Job Purpose:

• Responsible for facilitating efficient client administration and document management. The job holder is responsible for client correspondences, data capture and document management to ensure efficiency, timeliness and effective client servicing.

Key responsibilities:

• Review of contract notes, statements, business confirmations/appreciations and all client correspondences.
• Coordinate all client communications on mails, verbal and hard copy correspondences to ensure efficiency, timeliness and maintenance of high standards and thus achieve maximum client satisfaction, loyalty and thus retention.
• Handle HNW client correspondences to ensure immediate response time and action.
• Review email and post statements and the contract notes and receipts on weekly basis.
• Review of account opening, edit of data in the system and all data capture for accuracy, integrity, timeliness and risk management.
• Prepare reports on client complaints and general client administration issues.
• Support AMC UG as per the hub and spoke model.
• Delegated Authority:  As per the approved Delegated Authority Matrix.
• Perform any other duties as may be assigned from time to time.

Key Performance Measures:

• As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field.
• 1 year experience in a similar position.
• Professional certification in accounting (CPA part 2).

Technical/ Functional competencies:

• Knowledge of investment classes.
• Effective negotiation skills.
• Excellent organizational and analytical skills.
• Report writing skills.

Job Purpose: 

• Provide support to service and resolution to retail customer queries through the allocated call lines, service Centre as well as respond to queries via email while ensuring that all the processes and procedures are adhered to.

Key Responsibilities:

• Coordinate and work with the various; sales, marketing, product development and operations teams to drive and increase customer retention. 
• Support in all customer self-service initiatives and uptake for the Retail Business Unit / Segment and work with the Branches and
• Distribution Network to drive the increased use of Self-Service channels by customers. 
• Support in development, reviewing and implementing all the processes and procedures required to achieve the goals and objectives with respect to both customer retention and customer self-service adoption.   
• Work with various stakeholders to design and implement proactive customer retention initiatives that are supported with robust research and/or data analytics. 
• Work with the various operations teams to ensure that all service requests received through self-service channels are executed correctly and as per the agreed TATs. 
• Work with the Forensics Department to quickly investigate and conclude on fraud related cases that have a direct impact on Retail Customers. 
• Coordinate and work with various stakeholders across Britam to ensure that all customer complaints escalated through the Regulators i.e. Insurance Regulatory Authority (IRA) are resolved. 
• Provide support and be an intermediary link between the life business and the regulator (IRA) on customer service issues relating to Life business. 
• Maintain and document resolved complaints reported for the retail business from the IRA in the Customer relationship management system (CRM). 
• Coordination of follow-up and monitoring of uncollected benefits to reduce the exposure related to returns to unclaimed Financial Assets Authority. 
• Prepare and submit to management weekly dashboards and monthly reports (with robust analysis of the key issues and generate useful insights for management action) with respect to business performance in the areas of customer retention and self-service. 
• Prepare and submit business case escalations and ex gratia cases. 
• Engaging clients on policy reinstatement (Special & Normal redating and revival). 
• Drive customer portal and mobile app signup, usage and navigation through customer engagement.
• Other Duties will be assigned.

Key Performance Measures:

• Sign-Up on Self-Service Platforms (i.e. Online Portal & Mobile App). 
• Orphaned Policies Management. 
• Retention Rate for Life Business. 
• Process Digitization & Automation. 
• Conservation of Redating, Revival, Surrendered & Cancelled policies. 
• Audit, Risk & Compliance Issues. 
• Weekly/Monthly Business Performance Reports.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business-related field. 
• At least 1 years’ experience in a similar position. 

Job Purpose:

• To take hands-on responsibility for managing the building's MEP (Mechanical, Electrical, and Plumbing) systems, maintenance, safety and security systems, HVAC needs, energy monitoring, and civil engineering requirements.

Key responsibilities:

Operations Management for Repairs and Maintenance of MEP Systems:

• Monitor equipment remotely using the Building Management System (BMS).
• Oversee the operation and maintenance of power equipment such as transformers, MSBs, DBs, MCCBs, ELCBs, RCCBs, MCBs, isolators, AMF switches, automatic voltage stabilizers, diesel generators, and UPS systems.
• Plan and manage day-to-day maintenance schedules for electrical, mechanical, and plumbing systems.
• Supervise and maintain a preventive maintenance program for systems including HVAC, plumbing, water treatment, lighting, emergency generators, switch rooms, and lifts.
• Troubleshoot and repair malfunctions in electrical, mechanical, and other building systems.
• Prioritize work schedules and monitor maintenance issues, complaints, and work orders.
• Inspect property regularly to identify maintenance needs.
• Draft and approve terms of service for engineering contracts.
• Coordinate and supervise service contractors to ensure compliance with agreed terms, especially for critical systems.
• Draft specifications for works requiring external contractors or consultants and evaluate quotations in collaboration with the Purchasing Manager.
• Ensure completion of all contracted work as per specifications and timelines.
• Coordinate with local authorities, safety, fire, and building inspectors for compliance with codes and regulations.
• Maintain high service standards without compromising occupant safety or comfort.
• Organize and manage engineering records and documentation.

Safety and Security:

• Test, maintain, and operate fire alarm systems, fire hydrant systems, sprinkler systems, and fire suppression systems.
• Test and maintain critical safety installations such as CCTV, access control systems, scanners, and walkthrough metal detectors.
• Adhere to and enforce company safety policies and the Occupational Health and Safety Act 2007.
• Report any security incidents or suspicious behavior to the Security Manager.
• Follow emergency response procedures and participate in fire drills, firefighting training, and health and safety programs.
• Demonstrate proficiency in basic firefighting techniques and evacuation protocols.

Energy Monitoring and Management (ESG Responsibilities):

• Maintain records and analyze daily utility consumption, reconciling with local authority bills, and provide advice to the finance team.
• Initiate energy efficiency projects to optimize costs and improve operational efficiency.
• Support ESG initiatives, including pursuing green building certifications.
• Provide timely and accurate reports, including utility usage analyses.

Knowledge, experience and qualifications required

• Bachelor’s degree in Mechatronic Engineering, Mechanical Engineering, or Electrical Engineering.
• Must be a Registered Engineer with the Engineers Board of Kenya (EBK).
• 4-5 years’ relevant experience.

Job Purpose: 
The product associate Intern is responsible for planning, executing and tracking initiative to drive sales of our products, or work with our partners to drive sales activities of all partnership products, manage relationships, track sales activities to ensure they meet set objectives. The ideal candidate will have a strong understanding of digital marketing and driving initiatives. 

Key responsibilities:

• Work with the department to agree on all planned initiatives for the year and sales objectives. 
• Collaborate stakeholders to ensure the success of these initiatives (Product, Marketing, Brand & CX, Finance) 
• Follow up with all relevant stakeholders on product requirements, testing, approvals or plans to ensure success of planned initiatives. 
• Execute all outlined initiatives within set timelines and e-sales goals and objectives set the initiatives.
• Gather and evaluate customer/ user feedback.
• Share feedback with stakeholders on all activities and make recommendations on areas of improvement.
• Participate in product training and sales meetings as required. 

Knowledge, experience, and qualifications required:

• University Degree in Marketing, Business or a Technical field from an accredited institution 
• Previous experience in sales & marketing, product /project management is a plus. 
• Excellent communication and interpersonal skills. 
• Ability to work in a fast-paced, dynamic environment. 
• Strong organizational skills and attention to detail. 
• Proficiency with basic computer applications and POS systems. 

Job Purpose:
Work within Betalab under the Partnership and Digital department to identify requirements, design and develop solutions (database design, workflows, user/data interfaces, integrations) and offer technical support for Betalab solutions. 

Key responsibilities:

• Champion the development of digital solutions by carrying out business analysis, designing end user testing documents, collaborating with internal and external parties to carry out user testing. 
• Work with developers to design algorithms and flowcharts. 
• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications 
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.   
• Enhance and create user and system documentation as needed. 
• Perform data modelling to analyse and specify data structures within an application system. 
• Developing database objects and structures for data storage, retrieval and reporting according to specifications 
• Produce clean, efficient code based on specifications. 
• Integrate software components and third-party programs. 
• Verify and deploy programs and systems. 
• Troubleshoot, debug and upgrade existing software. 
• Gather and evaluate user feedback. 
• Capturing of business applications information needs and mapping of the same to the software and /or database components. 
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.  
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business. 

Knowledge, experience, and qualifications required:

• Degree in Computer Science or technical-related field from an accredited institution.
• Familiarity with Agile development methodologies.
• Development experience with any modern programming tools/Platforms e.g. .NET, Java, Ruby, PHP. 
• Development experience with Spring boot and React or Angular Framework. 
• Certified Solution Developer/ Architect e.g. Java, Microsoft is an added advantage.
• Experience in applications development, which includes system customization and report designs. 
• Experience with RDMS preferably MS SQL Server, Oracle, MySQL, Sybase, and Informix. 

Job Purpose:

• Reporting to the Britam Microinsurance (BMI) CEO, the role holder will be responsible for expanding market presence, developing new distribution channels & diversifying product portfolio to reach SMEs & other underserved customer groups with an aim of growing the revenue and number of customers within the emerging consumer segment.

Key responsibilities:

• Strategic Planning: Develop and implement comprehensive business development strategies to achieve company objectives in the micro-insurance market segment.
• Profitable growth: Drive performance and profitability of the segment by monitoring productivity, profitability and loss ratios against set targets.
• Market Expansion: Identify and pursue new business opportunities to expand market share and increase revenue streams.
• Channel Diversification: Development of new distribution channels such as Micro advisors & digital channels to complement the traditional sales channels i.e. Financial Advisors, Independent Financial Advisors and Broking.
• Product Innovation & diversification: Work closely with the product development team to conceptualize and launch innovative micro-insurance products tailored to customer needs.
• Sales and Marketing: Lead the sales and marketing efforts, including overseeing promotional activities, customer acquisition strategies, and brand positioning in the micro-insurance market.
• Relationship Management: Manages relationships with the segment clients and intermediaries. 
• Team Leadership: Build and mentor a high-performing business development team, fostering a culture of accountability, trust, agility and customer centricity.
• Ensures marketing intelligence and statistics are gathered to facilitate development of strategies to give the company a competitive advantage to the segment.
• Manage sales costs to ensure profitability.
• Ensure the credit policy for the company is adhered to.

Knowledge, experience and qualifications required:

• Bachelor’s degree in a business-related field. Masters’ Degree is an added advantage.
• Professional certification in insurance e.g. ACII, FLMI, AIIK.
• 7- 10 years’ experience in a Financial Institution preferably Insurance; 3-4 of which should have been in managerial sales role.
• Knowledge of insurance regulatory requirements.
• Experience in Sales and Marketing and Channel Development and Strategy development, channel development and Sales & Marketing.
• Must have overseen the development and driven a new route to market strategy for Insurance products.
• A demonstrated track record with proven multi-channel revenue results in revenue growth initiatives. 
• Significant experience in stakeholder management and working with various teams to ensure collaboration and execution excellence.