Reporting to the EMC Claims & Client Services Team Leader the role holder will be responsible for:

Providing 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 
Receipt and verification of records submitted by branches and business units
Arrangement and retrieval of physical documents.
Sorting of documents and verifying their attachments.
File recording: tracking, safe movement and custody of client files and policies between branches & HQ
Quarterly archiving of files not in current use
General Registry work as assigned by a team leader
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

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.