Operational Servicing Specialist

Job Description, Reporting to the Team Leader: Servicing, the Operational Servicing Specialist supports the Namibian Operations team by managing end-to-end servicing and administration queries, ensuring seamless service delivery and productivity. This role involves cross-functional collaboration with stakeholders like IT, Compliance, and Sales, and contributes to process improvements driven by regulatory and system changes

, Requirements ,

Education

• Bachelor’s Degree in Business Administration or related field

Experience

• Min 2 years’ experience in the Insurance Industry
• 1-2 working experience in back-office processing (preferred)

Knowledge And Skills

• Excellent verbal and written communication skills
• Ability to work with a diverse group of people in various areas
• Strong computer skills, including Microsoft Office Package at a Moderate level
• Ability to communicate professionally across diverse audiences and stakeholders
• Proven track record of consistently meeting deadlines and fulfilling service commitments at an Operational level

Competencies

• Able to work under a flexible schedule
• Complex problem solving
• Adaptability and change navigation
• Innovation and Forward Thinking
• Client Service Orientation
• Project Management capabilities
• Sound communication skills both written and verbal
• Quality Orientated
• Resilient
• Results Driven

, Duties and Responsibilities ,

• Perform administrative activities including processing, reporting, reviewing, estimating, and analysis
• Resolve complex queries and engage with key stakeholders
• Handle delegated escalations of members (calls/emails) professionally
• Respond to member inquiries and resolve complaints
• Identify process and procedure improvements and make recommendations to streamline and simplify processes
• Test System and Business Process Solutions for estimating and efficient implementation with IT
• Administer all logged calls and engage with IT agile teams for resolution
• Drive quality through peer-to-peer coaching, analysing common error trends
• Support business processes and systems to propel organisational needs

Drive improvement and efficiency in processes

• Assist in defining and improving processes and identifying needs for operational efficiency
• Effectively propose and apply actions necessary for improvement
• Utilise relevant technology to enhance quality and function
• Assuring “right first time” principle - eliminating mistakes and reducing hand-offs
• Test and implement systems and processes and provide on-going business support
• Document business processes
• User training and post implementation support

Stakeholder engagement

• Identify team training needs with Management and Trainers
• Provide support to the Sales teams
• Establish, maintain and build relationships with key stakeholders
• Promote Risk consciousness through interactions and feedback