Job Purpose:   
The role of the DDO Associate I will be to:

  • Provide prompt, efficient and effective operational support by entering into LOB systems requisite customer and related product information as per given documentation, performing verification and quality assurance of customer data & information on the customer record and CRM data.
  • Manage and maintain all company’s physical documents and records.
  • Co-ordinate activities and support services within the Registry function.
  • Give effective supervision to the outsourced registry assistants.
  • Scanning, assembling and franking of policy documents and dispatch process.

Key responsibilities:

  • Daily & monthly reporting of registry and policy assembly processes.
  • Ensure client details/ instructions are accurately and timely processed in line with the requisite processes.
  • Co-ordinate any out-sourced services of document storage and retrieval.
  • Policy document: printing, franking, assembly and scanning to DMS.
  • Ensure timely dispatch of assembled policy schedules to branches within TAT.
  • Processing the completion of new business, client services e.g. issuance of policy documents while adhering to set procedures and guidelines thus limiting the exposure to risk and litigation.
  • Verifying stamp duty amount due on the sum assured.
  • Dispatch and tracking of policy documents to branches.
  • Physical document handling:

a) Receipt and verification of records submitted by branches and business units.

b) Arrangement and retrieval of physical documents.

c) Sorting of documents and verifying their attachments.

d) File recording: tracking, safe movement and custody of client files and policies between branches & HQ.

e) Quarterly archiving of files not in current use.

f) General Registry work as assigned by a DDO team lead.

  • Accurate and timely processing of client requests.
  • Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.
  • Escalate quality issues to Operations manager for management.
  • Participate in development of knowledge base within DDO.

Key Performance Measures:
As described in your Personal Score Card.


Knowledge, experience and qualifications required

 Knowledge, experience and qualifications required:

  • A Degree or diploma in Records Management or Information Science.
  • A minimum of 2 years’ experience in a busy Registry / Archives or branch.
  • Computer Literate; emphasis on Microsoft Office and EDMS.
  • Minimum grade of C PLAIN in KCSE secondary education.

Technical/ Functional competencies:

  • Knowledge of insurance regulatory requirements.
  • Knowledge of insurance products.
  • Good communication and customer service skills.
  • Should possess functional knowledge, be result oriented and have problem solving skills.
  • Technical skills to effectively perform activities at the Registry in a manner that consistently produce high quality service to customers.
  • Consistency in adherence to the application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, and resource utilization.
  • Interpersonal skills to effectively communicate with and manage expectations (internal) and other stakeholders who impact performance.
  • Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
  • Ability to take initiative/responsibility to ensure that daily duties, routines and related additional tasks are completed timely.