Technical Operations Enquiries Lead at Leadway

Full Time
  • Full Time
  • Lagos


Job Details

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Position: Technical Operations Enquiries Lead
Company: Leadway
Reports To: HOD, TechOps Service Center
Department: TechOps Service Center
Location: Lagos

Job Objectives

The role supports the operations of the business by actualizing the following:

  1. Ensure customer satisfaction by responding and providing solutions to complex technical (policy and claims) inbound inquiries.
  2. For prompt resolution, collaborate and engage the business teams: Operations, Technical Underwriting, Technical Claims, and Pre & Post Loss Assessment teams.
  3. Manage Client Expectations as a 2nd Level Complaints Management Team.
  4. Outbound calls, where complaints are not resolved immediately, are expected to be minimal.
  5. Management activity reports on complaints and resolutions in line with the agreed SLA with various departments.

These objectives will be achieved through:

  • A high level of technical understanding and/or experience in General Insurance and Life Insurance
  • An understanding of technical terms, clauses, and exclusions that apply to motor, non-motor, and life policies.
  • Critical Thinking and Agility on the Job
  • Ongoing engagement and discussions with the technical team (Underwriting and Claims) for impactful solutions proffered to the clients

Key Accountabilities (Duties and Responsibilities)

Drive Operational Service Excellence(40%)

  • Reduce TAT in complaint resolution.
  • Ensure regulatory and enterprise risk compliance while providing resolutions
  • Maintain UpToDate Complaints Reporting and Ticketing
  • Ongoing complaints process review with the 1st line complaints resolution team and recommendations for optimization
  • Engage internal stakeholders in technical and operations teams

Building Customer Centricity (40%)

  • Build a customer-centric culture by improving operational excellence and adherence to internal SLA

Leading People & Culture(20%)

  • Drive achievement of at least 80% engaged and high-performing team among direct reports using metrics such as employee attrition rate, job satisfaction index, etc within teams. This will be derived from the company’s annual employee engagement survey.
  • Ongoing personal and technical (claims/underwriting) skills development, growth capabilities in relation to current and future competence demands

Job Qualifications


  • A Bachelor’s degree in Insurance or a related field
  • A professional qualification of CIIN or its equivalent from other recognized professional institutions

Desired work experience:

  • A minimum of 4 years in technical (underwriting/claims) or operations
  • Excellent ability as a negotiator to influence internal and external stakeholders.
  • Knowledge of insurance laws and regulations as well as global best practices.

About Leadway

The LEADWAY Group is one of Nigeria’s foremost and largest non-banking financial services providers, with a reputation for customer-centricity, operational excellence, and outstanding business performance.

As a group, our products cut across different financial services specialties, including insurance (life and non-life), pension fund administration, health management, asset management, wills, and trusts management service, etc.

LEADWAY enjoys the patronage of both Individuals and Corporate clients spanning all the major industries including Construction & Engineering, Manufacturing, Oil & Gas, Shipping, Aviation, Government Agencies, Federal and State Ministries, and other Parastatals.

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