To support product management across various segments and coordinate and manage insurance relating to bank-owned assets and interests, ensuring efficient placement of cover, adequate risk management and timely settlement of claims by brokers and insurers.

The role holder is also responsible for managing relationships with brokers and insurers and internal stakeholders involved in the bank’s insurance value chain.

Responsibilities or duties

• Conduct adequate risk assessment and evaluation to ensure bank assets and interests are adequately covered.
• Ensure SLAs with brokers, insurers and other service providers are in place and up to date
• Put in place a performance management framework for brokers, insurers, assessors, and other service providers and ensure that they adhere to agreed Service Level Agreements (SLAs), policy terms, and contractual obligations.
• Act as the central coordination and escalation point between the bank, brokers, insurers, and internal stakeholders for all bank insurance processes.
• Monitor claims turnaround times, service quality, and responsiveness, proactively following up on delays and service gaps.
• Maintain oversight of claims status registers and management information to ensure accuracy, visibility, and accountability.
• Escalate non-performance, delays, repudiations, and unresolved claims in line with bank guidelines.
• Identify potential financial, operational, legal, or reputational risks to the Bank arising from claims trends, delays, repudiation, or insurer non-performance.
• Prepare and submit timely risk reports to management highlighting material claims-related exposures and recommending mitigating actions.
• Prepare and present regular claims performance, SLA compliance, and risk reports to management.
• Liaise with branches, asset finance, facilities, security, finance, and risk teams to support effective claim oversight and resolution.
• Coordinate with various stakeholders across the bank to ensure bank assets and interests are managed within an acceptable control environment
• Provide guidance, training and awareness to internal stakeholders on claims escalation procedures, SLA expectations, and risk implications.
• Perform other duties as may be assigned from time to time including supporting bancassurance operations, bank projects and other initiatives
• Support the end-to-end product development process from ideation to launch
• Review product submission and ensure products, processes and its collaterals are in compliance with established standards on Product governance
• Implement robust project management processes to ensure insurance partners are delivering on their commitments
• Liaise with insurance providers on various issues impacting products performance and competitiveness
• Prepare monthly product updates & challenges escalation to senior stakeholders
• Work with insurers directly to agree on product features
• Drive product deep dives in partnership with Insurance Consultants managing sales
• Embedding innovation into product outcomes and conduct relevant product research
• Support annual product planning to create product strategies and roadmaps with respective business segments. This includes influencing partners on product design to be more bancassurance friendly
• Leverage industry networks, providing insights on competitive markets, products and distribution
• Use the bank’s data models to prepare product analysis on product mix, profitability etc.

Qualifications or requirements

ZAQA verified Certificates

Experience needed

Not specified

• Conduct adequate risk assessment and evaluation to ensure bank assets and interests are adequately covered.
• Ensure SLAs with brokers, insurers and other service providers are in place and up to date.
• Put in place a performance management framework for brokers, insurers, assessors, and other service providers and ensure that they adhere to agreed Service Level Agreements (SLAs), policy terms, and contractual obligations.
• Act as the central coordination and escalation point between the bank, brokers, insurers, and internal stakeholders for all bank insurance processes.
• Monitor claims turnaround times, service quality, and responsiveness, proactively following up on delays and service gaps.
• Maintain oversight of claims status registers and management information to ensure accuracy, visibility, and accountability.
• Escalate non-performance, delays, repudiations, and unresolved claims in line with bank guidelines.
• Identify potential financial, operational, legal, or reputational risks to the Bank arising from claims trends, delays, repudiation, or insurer non-performance.
• Prepare and submit timely risk reports to management highlighting material claims-related exposures and recommending mitigating actions.
• Prepare and present regular claims performance, SLA compliance, and risk reports to management.
• Liaise with branches, asset finance, facilities, security, finance, and risk teams to support effective claim oversight and resolution.
• Coordinate with various stakeholders across the bank to ensure bank assets and interests are managed within an acceptable control environment.
• Provide guidance, training and awareness to internal stakeholders on claims escalation procedures, SLA expectations, and risk implications.
• Perform other duties as may be assigned from time to time including supporting bancassurance operations, bank projects and other initiatives.
• Support the end-to-end product development process from ideation to launch.
• Review product submission and ensure products, processes and its collaterals are in compliance with established standards on Product governance.
• Implement robust project management processes to ensure insurance partners are delivering on their commitments.
• Liaise with insurance providers on various issues impacting products performance and competitiveness.
• Prepare monthly product updates & challenges escalation to senior stakeholders.
• Work with insurers directly to agree on product features.
• Drive product deep dives in partnership with Insurance Consultants managing sales.
• Embedding innovation into product outcomes and conduct relevant product research.
• Support annual product planning to create product strategies and roadmaps with respective business segments. This includes influencing partners on product design to be more bancassurance friendly.
• Leverage industry networks, providing insights on competitive markets, products and distribution.
• Use the bank’s data models to prepare product analysis on product mix, profitability etc.

• ZAQA verified Certificates