Reports to: Vice President – Broking Services
Job specifications:
Minimum Required Education and Experience:
1. First degree from a tertiary level institution preferably in Business or Finance
2. Professional education and designation CII or CIP or its equivalent preferred or higher
3. Minimum of 10 years overall working experience with at least 5 years at the supervisory
level in the Insurance Broking Services industry or related sector.
4. Registered by the Financial Services Commission (FSC) as a Sales representative.
Required competencies
Core
1. Management competencies related to planning, organizing, directing and controlling
2. Human resource management and development skills
3. Strong written, verbal and presentation skills
4. Strong knowledge of Microsoft suite ( excel, word , ppt, et al)
5. Strong customer relationship management techniques
6. Very strong analytical, problem solving and decision-making skills
7. Basic budget preparation skills
8. Very good negotiation skills
9. Good knowledge of technological environment to support business operations
10. Very good knowledge of policies, regulations and guidelines related to the General Insurance
Services sector.
11. Leadership skills (must be able to lead and coordinate teams to achieve operational goals)
12. Demonstrates ability to uses Data to Identify Key Problems and action solutions
13. Demonstrated initiative in managing general insurance business functions.
Technical
1. Good working knowledge of Microsoft Word and Excel
2. Good knowledge of technological environment to support business operations in the Insurance
Broking Services sector.
3. Good knowledge of Insurance broking software
4. Compliance with organization and regulatory policies and procedures
5. Sound technical knowledge of General Insurance including policies and practices
Job Purpose
The Operations Manager -Broking Services is responsible and accountable for carrying out the
mandates of the department in accordance with the directives given by the Vice President –
Broking Services.The Broking Services Manager must ensure that the company policies and
procedures are adhered to within the department, in keeping with the company's mission and vision, the
policies set by the Board of Directors/Company and the guidelines set by Insurers/Principals and
the compliance requirements of the Regulatory Authority and relevant Laws. The Operations
Manager must co-ordinate and manage the workflow in the Client Services/Corporate Accounts
Department, to ensure maximum productivity levels and high-quality output in an efficient
manner to meet customers objectives. Person must be innovative working to create efficient
customer centric workflows. Manager must be able to coordinate team efforts in create
efficiency. Professional conduct of employees must be maintained and the Operations Manager
must exhibit and reinforce such behaviour. Manager must provide operational support and
guidance to staff, manage work assignments and allocation, maintain clear documented
operational procedures for activities. Further must ensure work is done in compliance of
company and governmental regulations.
Key Outputs
Key Outputs Performance Criteria
Financial
Meet budgetary requirements.
Meet budgetary requirements as agreed by the company's operation
plan and standards
Customer Exceeding Customers expectation by ensuring company/team
deliverables are meet and completed in accordance with
company policy.
Internal Business
Maintain quality control in
Client Services business
processes such as:
Transaction processing
Department meetings
Preparation and review of
reports
1) Effective supervision of the Broking Services
Department is maintained to ensure maximum
productivity and efficiency.
2) Production deadlines are regularly met (e.g. all
assigned transactions processed for month-end
closing).
3) Department meetings are held monthly.
4) Weekly assessment of Binders/Invoices to be
authorized is done, and Producers notified or other
actions as necessary taken.
5) Weekly report of non-renewals given to V. P.
Operations.
6) Correspondence (e.g. renewal notices) from Insurers
disseminated within 48 hours of receipt.
7) Producers/Account Executives’ required
documentation are regularly completed in a timely
manner and are accurate and complete. Binders,
Specifications, Schedules, and any other required
documents are completed and dispatched within seven
(7) days of all requisite information/documentation
being received, or within any other specified timelines
agreed.
8) Internal and external customers and/or insurers’
evaluations/feedback remain positive.
9) Premium Finance Contracts are completed and
dispatched in accordance with the established
procedure.
10) Cover note reports are completed and dispatched
according to required schedule of Insurers.
11) Quote slips for renewals are sent to the market at least
six (6) weeks prior to renewal date, quotations
compiled and negotiated, with constant
communication with the Producer/Account Executive.
12) Renewal Reports and Schedules are prepared and
completed at least four (4) weeks prior to policy
renewal, for corporate accounts, unless otherwise
instructed, so that the Producers may schedule
meetings on a timely basis with the Clients.
13) Competitive rates for Fleets/Schemes are negotiated to
ensure maximum retention levels and Renewal
Notices for associated client accounts are dispatched
at least six (6) weeks prior to renewal.
14) The Follow-up system for outstanding documentation
in the Department is maintained and is effective and
efficient.
15) Adequate stock of Cover Note books, Cover Note and
Certificate paper is maintained.
16) Software system accurately updated with required
information.
16) Facultative Placement reports are submitted to the
FSC monthly within thirty (30) days of the placement
having been made (Regulation 149), and quarterly
reports are filed by the end of the month following
each quarter (Regulation 156).
17) All transactions are authorized before the month end
closing.
18) All files are vetted to ensure complete compliance with
regulations.
Learning and Growth
• Monitor and reinforce positive company values
• Employee performance is continuously managed according to agreed plans
and performance standards
• Employees are continuously developed in the area of
clients services
• Pursue personal development initiatives that are consistent with company
goals (such as seminars, membership in a professional organization and/or pursuit of further professional qualifications
relevant to the post).
Full conformance with company values
Formal and informal performance management activities such
as appraisals are performed according to the company's policies and
standards.
At least (1) one or more internal and/or external
developmental experiences arranged or discussed during the
fiscal year.
Job Duties
Management/Administrative Responsibilities
1. Overall Responsibility to ensure all renewals have been proceeded and dispatched
to client maintain professional quality of work.
2. The overall responsibility for co-ordinating, supervising and managing the activities of the
Broking Services Department ( Corporate Accounts Department) including managing
allocation of work and optimizing workflow to achieve greatest efficiency
3. The allocation and review of binders, schedules, quote slips and other necessary and/or
relevant documents.
4. The carrying out and/or supervision of the relevant work functions relating to:
a. Correspondence received from clients, insurers and others
b. Checking of Policies and Endorsements received from Insurers
c. Writing Cover Notes or preparing Certificates
d. Signing Binders/Invoices in accordance with requirements
e. Reconciliation of client accounts in conjunction with the Accounts Department
f. Ensuring that clients get the best possible terms and service
g. Attending to requests/instructions from Mortgagees/Banks
5. Ensuring that the Production Staff are assisted and supported in matters such as:
a. Clients’ office visits and telephone enquiries
b. Broking/re-broking (i.e. dealing with insurers, obtaining/negotiating best terms, rates
etc.)
6. Managing renewal listing to assure tat team effecting renewals, new business and/or
endorsements
7. Premium financing contracts for clients are completed and executed timely
8. Compiling the necessary documentation for records and presentation
9. Ensuring that performance standards and the high quality of work required by the company
are maintained, through, among other things, ensuring that the correct procedure is followed
by Broking Service Representative/Client Services Representatives in inputting information
on the system, that the relevant information is accurately stated on the Invoices/Binders, and
that work is done in a complete and efficient manner.
10. Timely dissemination of correspondence electronically from Insurers, e.g. renewal notices.
11. Ensuring that team gives adequate administrative assistance is given to the Producers/Account
Executives to facilitate optimum production and efficiency levels.
12. Assisting with staff recruitment and training. Ensuring that written warnings are given to
employees and/or proper procedures followed where dismissal is to be effected.
13. Attending and participating in Heads of Department and Production Meetings.
14. Facilitating department staff members in working on Government & Private Tenders with the
Production team as necessary and required, to ensure the timely submission of tenders.
15. Providing timely reports to the Vice President – Broking Services, relating to the production
and operations within the Department (renewals, etc.)
16. Conducting regular departmental meetings with the Broking Service Representative/ Client
Services Representatives/Support Staff to discuss and address matters relating to and
including, the operations of the Department and the co-ordination of workflow and
procedures, and to provide solutions for issues that arise, and reinforce team work.
17. The signing of Certificates and Cover Notes as required and the regular compilation and
dispatch of Cover Note/Certificate reports. Assisting in ensuring that adequate stock of Cover
Note Books, Cover Note and Certificate paper is maintained.
18. Co-ordinating vacation leave within the Client Services Department in liaison with the VP -
Operations.
19. Assessing the need for, and recommending and supervising special projects in the department,
in furtherance of the optimum productivity of the company.
20. Filing of the Facultative Placement Reports to the Financial Services Commission.
21. Manage teams to ensure all compliance documentation is obtained. Provide reports when
needed on compliance for the department. Work to resolve an outstanding compliance issues.
22. Co-ordinating vacation leave within the Client Services Department in liaison with the VP -
Operations.
23. Assessing the need for, and recommending and supervising special projects in the department,
in furtherance of the optimum productivity of the company.
Technical/Professional Responsibilities
1. Reviewing and monitoring renewals and receivables and ensuring that the necessary steps are
taken to expedite the renewal process, collecting outstanding premiums and request refunds
for clients where applicable.
2. Assisting in developing insurance schemes, packages and programmes that could give the company a
competitive advantage/edge.
3. Recommending and assisting in the implementation of agreed procedures, to improve
efficiency and productivity levels, including suggestions to improve the workflow/procedural
and computer systems towards seeking ways to develop and offer a higher level of customer
service.
4. Performing regular assessment of Binders/Invoices to be authorized, and in coordination with
the Producers/Account Executives, ensure that they are checked, and authorized, to ensure
their timely dispatch to Insurers, Insureds & Mortgagees, and to ensure that all Binders are
authorized in time to meet the month-end closing deadline.
5. Ensure that the software system is updated as required with Insurers information needed for
complete processing of transactions, including, commissions, limits, scope of cover and
excesses.
6. Reviewing and monitoring renewals and receivables and ensuring that the necessary steps are
taken to expedite the renewal process, collecting outstanding premiums and request refunds
for clients where applicable.
7. Assisting in developing insurance schemes, packages and programmes that could give the company a
competitive advantage/edge
8. Recommending and assisting in the implementation of agreed procedures, to improve
efficiency and productivity levels, including suggestions to improve the workflow/procedural
and computer systems towards seeking ways to develop and offer a higher level of customer
service.
9. Ensuring that information for accruals is received, collated, and the reports sent to the
Financial Controller and V.P. Broking Services, and other senior manager if required/
requested.
Human Resource Responsibilities
1. Assist in the recruitment of suitable individuals to be groomed for future management
positions in the department
2. Identifies, discusses and commits to professional development opportunities
3. Conduct staff evaluations and make recommendations for training, promotions and other
development.
4. Participates positively in performance management conversations and experiences.
5. Maintains professional conduct based on the values, human resource policies and practices of
the company.
6. Promote healthy working relationships with co-workers and external business partners.
7. To undertake a programme of training with or without company assistance to improve
technical competence and professional skills
Other Responsibilities
1. Perform other duties as assigned from time to time by the Vice President Operations and that
are consistent with the business of the company.
Reports to:
Directly: Vice President – Broking Services/Client Service Department
Indirectly: Sr. V. P. International Business Development,
Direct reports:
Client Services Supervisor
Client Service Representatives
Support Services Staff
Authority:
• Recommend approval of vacation and special leave
• Approve credit in accordance with Company policy
• Discipline and monitor performance of Client Services department staff in accordance with
personnel policies
• Sign invoices/binders, Cover Notes, Certificates, Bank letters, premium finance forms, credit
approval requests.
• Recommend hiring, promotion, suspension or dismissal within company policy
• Recommend compliance with industry and regulatory guidelines
• Recommend changes to operating procedures, systems and practices
• Provide input for preparing annual departmental budget
Working conditions:
• Regular work hours and on occasions may be required to work outside of normal working
hours.
• Normal office environment