Department Head

We are looking for a dynamic and experienced Department Head to lead our Group Schemes division at AVBOB Group. This is a strategic leadership role focused on driving operational excellence, enhancing service delivery, and growing premium income through effective administration and team management.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organization that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Lead the Group Schemes department to ensure effective administration aligned with legislative requirements and AVBOB policies.
• Drive the strategic goal of increasing premium income through efficient systems and processes.
• Liaise with internal and external auditors, administrators, consultants, and senior management to ensure compliance and transparency.
• Establish, maintain, and continuously improve systems, processes, and procedures for accurate scheme administration.
• Evaluate and refine operational workflows using audit reports and exception reports (e.g., FG731, GR10).
• Draft specifications for system changes, test enhancements, and implement new programs.
• Ensure daily premium allocations and reconciliation of control accounts, finalising month-end with no outstanding premiums.

• Prioritise and resolve complex complaints and queries from policyholders, intermediaries, administrators, and consultants.
• Manage serious complaints, including those escalated to the FSCA and Ombudsman.
• Approve claims and payments within delegated authority limits and ensure accurate correspondence.

• Lead, motivate, and manage departmental staff to deliver on strategic and operational goals.
• Conduct quarterly performance appraisals and identify training needs for new and existing staff.
• Promote effective communication through regular team meetings and provide support in resolving complex issues.
• Manage disciplinary processes, counselling, and corrective actions in line with company policy.

• Compile daily and monthly operational reports for management and stakeholders.
• Extract and interpret statistical data to support strategic decision-making.
• Contribute to annual budget planning and monitor arrears for unpaid schemes.
• Provide accurate reporting to auditors, FSCA, and senior leadership.