aYo Cameroon

Job Title: Claims Assessor and Service Manager

Location: Douala, Cameroon
Reporting To: Operations Manager
(initially you may report to the aYo Cameroon CEO)

You will have to:

Provide a claims assessment service in line with the aYo customer engagement framework and
customer experience service levels.

You will be responsible for:

• Preparation and recommendation of claims payment in line with the aYo claims philosophy
and following the defined claims process.
• Finalisation of claims as soon as possible and with the aYo minimum requirements.

Some work you will need to do:

• Assess, quality control and recommend the payment of claims;
• Monitor and manage the adherence to the aYo service level agreements for customer
experience;
• Answer all claims related queries telephonically and in writing;
• Investigate aYo client queries within the agreed service level agreement and ensure that the
client receives timeous feedback;
• Escalate aYo client queries to the relevant department or stakeholder;
• Provide accurate information and advice to the aYo client and stakeholders in order to ensure
that the client receives the appropriate after sale services;
• Provide authoritative expertise and advice to aYo clients and stakeholders;
• Build and maintain relationships with clients and internal and external stakeholders;
• Deliver on service level agreements made with clients and internal and external stakeholders
in order to ensure that aYo client expectations are managed;
• Make recommendations to improve aYo client service and fair treatment of clients within
area of responsibility;
• Develop and maintain productive and collaborative working relationships with peers and
stakeholders;
• Positively influence and participate in change initiatives;
• Continuously develop own expertise in terms of professional, industry and legislation
knowledge;
• Contribute to continuous innovation through the development, sharing and implementation
of new ideas;
• Contribute to the financial planning process within area;
• Identify opportunities to enhance cost effectiveness and increase operational efficiency;
• Manage financial and other company resources under your control with due respect;
June 22
 • Provide input into the risk identification processes and communicate recommendations in the
appropriate forum;

You will need:

• First Degree (BSc/HND)
• 5 years relevant claims experience;
• Understanding of long term insurance industry;
• Knowledge and understanding of claims assessment philosophy;
• Ability to communicate in English and French orally and in writing

You will need to show that you have:

• Administrative skills
• Excellent communication skills, orally and written, in English and French
• Analytical skills
• Business Acumen;
• Client / Stakeholder Commitment;
• Drive for results;
• Leads Change and Innovation;
• Collaboration;
• Impact and influence;
• Self-Awareness and insight;
• Diversity and Inclusiveness

Key Business Acumen Understands how the business operates, what the key issues and risks are that
performance drives business success; and how they impact on the commercial viability of
measures potential ventures and the profitability of aYo
Customer/ Anticipates, meets and exceeds employees’ and stakeholders’ expectations by
Stakeholder creating long lasting relationships that support the aYo’s value proposition
Commitment
Drive for Results Drive a sense of urgency, focus, accountability, agility and execution to deliver
business results
Leads Change and Challenge the status quo, does what is right for the business, and encourage
Innovation continuous improvement and innovation
Collaboration Prioritise the business interests of aYo and invests in the success of aYo by
aligning effort across business areas.
Impact and Persuades, convinces, influences and inspires others, both within aYo and
Influence externally to win support, loyalty and gain commitment to the purpose of aYo
Self-Awareness Manages self and relationships with others effectively, deals with ambiguity,
and Insight uncertainty and pressure, and provides perspective in difficult situations
Diversity and Is sensitive to individual and cultural differences and demonstrates humility and
Inclusiveness an openness to engage people from diverse backgrounds and cultures to the
mutual benefit of all parties concerned

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 aYo Values

Champion our purpose
Show care in all we do
Be adventurous
Create and share joy
Move fast and learn fast
• Consider improving the lives of clients we serve in everything we do;
• Consider relevant, accessible and easy to use;
• We always look to engage better;
• Everyone use insurance
• Display empathy;
• Care for each other and our users;
• Keep our promises;
• Ensure what we deliver works well;
• We don’t misrepresent anything.
• Be curious;
• Be brave,
• Keep moving on.
• Exceed our clients’ expectations,
• Connect with each other and our clients and partners,
• Have fun.
• Implement quickly;
• Take actions and make choices toward a shared view for success;
• Keep getting better;
• Test quickly and keep what works;
• Fail fast if we must.

In addition, you will need to be able to work in a regularly changing environment, be prepared
to take on and let go of tasks and functions to meet changing company requirements. You also
need to be aware that the premises of aYo Holdings could change from time to time and that you
may have to travel to South Africa for training purposes.

This job description represents a summary of the typical functions of this job and not an exhaustive
or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks,
and duties of the job incumbent might differ from those outlined in the job description and other
duties, as assigned, may become part of the job