Britam, a leading diversified financial services group operating in the Eastern Africa region, is proud to announce exciting employment opportunities for highly motivated, innovative, and results-driven individuals. With a strong presence in insurance, asset management, property, and banking, Britam is focused on delivering exceptional customer experience, technological excellence, and operational efficiency.
As part of our ongoing growth and digital transformation journey, we invite qualified professionals to apply for the following positions based in Nairobi. Each role presents a unique opportunity to be part of a dynamic organization shaping the future of financial services in Africa.
1. Customer Experience Analyst
Job Summary:
The Customer Experience Analyst will be responsible for enhancing the overall customer journey by gathering insights, analyzing customer feedback, and implementing initiatives that improve customer satisfaction across all touchpoints.
Key Responsibilities:
- Collect and analyze customer feedback through various channels, including surveys, call center data, and digital platforms.
- Track Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and other customer metrics.
- Map customer journeys and identify pain points or areas of friction.
- Collaborate with cross-functional teams to recommend and implement customer experience improvements.
- Conduct root cause analysis of customer issues and recommend process improvements.
- Monitor customer service trends and provide regular reports to management.
2. Quality Assurance & Reporting Analyst
Job Summary:
This role ensures that customer service operations adhere to internal standards and external regulations while also producing actionable insights through detailed reporting and analysis.
Key Responsibilities:
- Develop and maintain QA frameworks for evaluating service quality.
- Monitor calls, emails, and other customer interactions for compliance and quality benchmarks.
- Provide coaching and feedback to improve service delivery.
- Design and generate performance reports on customer service KPIs.
- Work closely with operations and IT teams to improve reporting capabilities.
- Highlight risk areas and track the implementation of corrective actions.
3. Systems Support Analyst
Job Summary:
The Systems Support Analyst will provide technical support for business systems, ensuring high availability and performance of critical applications.
Key Responsibilities:
- Provide first- and second-level support for enterprise applications.
- Troubleshoot software and system issues, escalating to vendors when necessary.
- Perform routine system maintenance, updates, and patching.
- Collaborate with developers and users for testing and rollouts of new functionalities.
- Document all issues and resolutions for future reference.
- Train end-users and produce system guides or FAQs.
4. Assistant Manager, Service Experience
Job Summary:
This role will lead strategic initiatives to improve the end-to-end service experience for customers while overseeing frontline operations and support.
Key Responsibilities:
- Lead a team to ensure delivery of exceptional customer service across all channels.
- Manage service SLAs and ensure service levels are consistently met.
- Oversee the design and implementation of service standards and protocols.
- Analyze customer insights to influence business decisions and drive change.
- Design training programs to enhance service delivery capabilities.
- Liaise with product, operations, and digital teams to drive experience innovation.
5. Business Analyst, Insurance Systems
Job Summary:
The Business Analyst will serve as a bridge between IT and business units, translating business requirements into technical specifications for insurance systems.
Key Responsibilities:
- Gather and analyze requirements for insurance platforms (life and general insurance).
- Document user stories, workflows, and system designs.
- Coordinate with development teams to implement solutions.
- Conduct system testing, UAT, and facilitate deployment.
- Evaluate current systems and recommend enhancements.
- Support change management and user training during rollouts.
6. Systems Developer
Job Summary:
The Systems Developer will design, code, test, and deploy software applications in support of business objectives, particularly within insurance and financial systems.
Key Responsibilities:
- Develop web-based and backend systems using approved technologies and frameworks.
- Integrate internal and third-party systems via APIs.
- Participate in full software development lifecycle activities.
- Collaborate with system analysts and users to refine requirements.
- Ensure code quality and documentation standards are met.
- Monitor and optimize application performance.
7. Medical Claims Assistant
Job Summary:
This position supports the medical claims process by ensuring accuracy and completeness in documentation, as well as timely resolution of claims.
Key Responsibilities:
- Register and process medical claims accurately in the system.
- Validate claim forms for completeness and compliance.
- Liaise with healthcare providers and insured members on queries.
- Assist in data entry, reconciliation, and tracking of claims.
- Support in generating periodic claims reports.
- Flag potential fraud or anomalies in claims processing.
8. Systems Support Analyst
Note: This appears to be a duplicate of position 3; however, if distinct, it may reflect a different business unit or specialization.
Job Summary:
As a second Systems Support Analyst position, the role may focus on supporting a different line of business or platform, ensuring optimal functioning of digital channels and internal systems.
Key Responsibilities:
- Provide application and technical support to users across departments.
- Administer user access and system configurations.
- Assist in deployment and support of new modules or upgrades.
- Maintain system logs, backups, and compliance protocols.
- Conduct periodic checks to ensure system uptime and reliability.
- Facilitate system training sessions and create support documentation.
9. Case Management Officer (Fixed-Term Contract)
Job Summary:
The Case Management Officer will manage and coordinate medical cases, particularly high-cost and complex ones, ensuring appropriate care and cost control.
Key Responsibilities:
- Monitor and assess the treatment plans of insured patients.
- Collaborate with healthcare providers to authorize or deny treatments based on medical necessity.
- Ensure timely pre-authorization and follow-up on inpatient admissions.
- Engage with patients, families, and providers on care options.
- Analyze case costs and maintain medical utilization data.
- Support chronic condition and wellness program initiatives.
How to Apply
If you are passionate about contributing to a forward-looking, customer-centric organization and meet the requirements for any of the above roles, we invite you to apply through the following link:
Apply Now
Britam is an equal opportunity employer and is committed to diversity and inclusion. We encourage all qualified individuals, regardless of gender, race, religion, or background, to apply.
Please note that only shortlisted candidates will be contacted.
