Experience

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  Dawit Insurance

  • Kenya
  • Insurance
  • 1 - 100 Employee

  • General Manager

    • Nov 2021 - Present

    Driving revenue growth through commission management and a strategic investment portfolioFostering profitability and sustainable growth for the insurance agency.Effective negotiation of revenue incentives with insurance companies to increase agency revenue.Project coordination for insurtech transition, including app distribution and API integration with insurance companiesDiligent preparation of board reports, P&L statements, and revenue assurance measuresEfficiently coordinating and managing compliance responsibilities with the Insurance Regulatory Authority (IRA) and ensuring strict adherence to regulations and SLAs with insurance companies and vendorsPositive engagement with international partners for outsourcing insurance accounts in the African regionData-driven approach: Evaluating performance metrics on Premium, Claims, Expenses, and marketing data usageEmpowering Marketing department with effective strategies for business growth, including social media, search engine, and SEO optimization

  • Change and Operations Manager

    • Jun 2020 - Present

    Duties and responsibilities are;Setting up departmental procedures and SLA’S form sourcing the business, acquisition, policy administration, document handling, and claims procedures Ensuring already established reporting structures ( use of Four disciplines of execution) is adhered toInterpret and manage compliance responsibilities in the market from Insurance Regulatory authority( IRA), SLA with Insurance companies and vendorsproviding leadership and facilitating work processes in order to achieve high-performance standards.Directs and manages the implementation of policy administration and ensures proper documentation for new business/policy endorsement /payments/ and claims documentationInterprets and implements change by the regulator ( IRA) underwriters ( insurance comRepresents the Department of Underwriting Corporation in matters related to Risk UnderwritingPROJECTS HANDLEDImplementation of 4DX (4 disciplines of execution )Outsourcing procedure of marketing strategy ( social media experts)Corporate client sourcing via networks, websites, and affinity groupsImplementation of Document management systems

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  AIG KENYA INSURANCE CO.

  • Business Development Underwriter-- Group Travel Business and affinity groups

    • 2015 - Present

    My role was to ensure profitability benchmarks are maintained across all minor lines within A&H whilst being responsible for Production, portfolio analysis, pricing and compliance for Group Travel business and affinity groupsGroup travel comprises of, Corporate Travel client, NAC bank products, Evacuation Policies and Group Business/Leisure travelDuties and responsibility are;- Involved in Preparation of annual budget and controls- Setting, implementing and measuring of strategies to grow group travel business, reduce losses and grow the production in Kenya and Tanzania- Work in conjunction with Legal department on Contact, service legal agreement and non-disclose agreement on new product especially for Banks and Affinity Groups- Managing group travel business in Tanzania buy training travel agency, brokers and agent currently licensed to issue travel insurance for AIG Kenya.- Training producers on online sales, product details, administration of corporate travel polices

  • Operations- Contact Centre Manager and Customer Policy Administration

    • 2018 - Jun 2020

    Duties and responsibilities are;Formulate contact center/customer service delivery strategy, operational planning, monitor performance, and define improvement strategies for the team.- Analyse contact center performance reports from vendors and prepare accurate reports on trends and overall account performance to the business.- Ensure the efficient running of both inbound and outbound services as per set SLA’s on telephony, Bulk SMS Social media accounts, and Webchat on all CRM’s, sales portals, agency communicator and main website- Identify and strategize cross-selling and up-selling opportunities on the existing and new customer base and motivate the team to meet sales targets.- Run outbound calling campaigns in an efficient manner where leads provided are maximized and conversion targets are attained.- Ensure timely response to escalated issues and maintain quick turnaround time to customercomplaints/requests/queries Shift management and priorities work and resource allocation- Manage all expenses within the budget. Continuously work to reduce expenses through constant attention to occupancy levels and account performance reports.- Ensure that appropriate training and development is provided to build technical skills, encourage cross-skilling and ensure adequate resourcing- Reviewing the performance of the vendors, staff, identifying training needs, and planning training sessions.

  • Operations- Contact Centre Manager and Customer Policy Administration

    • 2016 - Jun 2020

    The role is to Maintain high levels of customer service at the contact center and meeting sales target through voice and written communication. As technology becomes more sophisticated, we changed our Call Centre SLA from basic telephony services or telesales to a total communication center that handled all channel of communications which include Emails, Bulk SMS, Social and voice Also focus on social media as a tool for customer service has made us aware that simply responding to customer service questions in a timely manner is no longer what the insured use to differentiate us from other companies, rather an excellent level of reactive customer service. Duties and responsibility are;- Formulate contact center/customer service delivery strategy, operational planning, monitor performance and define improvement strategies for the team.- Ensure efficient running of both inbound and outbound services as per set SLA’s on telephony, Bulk SMS Social media accounts and Web chat on all CRM’s, sales portals, agency communicator and main website- Run outbound calling campaigns in an efficient manner where leads provided are maximized and conversion targets are attained.- Ensure timely response to escalated issues and maintaining quick turnaround time to customercomplaints/requests/queries- Manage all expenses within the budget. Continuously work to reduce expenses through constant attention to occupancy levels and account performance reports.- Ensure that appropriate training and development is provided to build technical skills, encourage cross-skilling and ensure adequate resourcing