Nora Wanda Sebyeng

As a Head of Department, I oversee a team of senior administrative clerks and I am responsible for:

Compliance and Regulatory Affairs

• Ensuring compliance with FAIS regulations through administration and maintenance of the FSCA central and representative register.
• Facilitating annual FSCA levy payments and leading the annual Fit and Proper project.
• Managing and overseeing the annual CPD project.

Stakeholder Management

• Maintaining strong relationships with external stakeholders, including the FSCA, Mercuri International, Astute, MIE, and internal stakeholders.
• Liaising with internal stakeholders, such as ICT, Compliance, Complaints, Forensics, Finance, Retention, Premium Admin and Policy Services.

Operational Management

• Overseeing the replacement policy process between AVBOB and external stakeholders.
• Monitoring and reporting on tied agents' minimum wage and facilitating new business investigations.
• Ensuring allocated sales budgets are uploaded on the system (Qliksense) for new business stats purposes.

Team Management

• Supervising a team of senior administrative clerks.
• Providing on-the-job training, coaching, and mentoring to subordinates.
• Identifying training needs and arranging training accordingly.
• Conducting performance monitoring and instituting remedial action when necessary.

Reporting and Budgeting

• Compiling monthly progress reports and submitting to management.
• Planning and budgeting for the next financial year for the team.

Risk Management and Process Improvement

• Ensuring policies and procedures are updated to mitigate risks.
• Reviewing and updating Standard Operating Procedures (SOPs).
• Identifying system changes and submitting system change requests.

Audit and Compliance

• Attending to audit and compliance reports and addressing findings and corrective actions.

Team Management

• Supervising, training, and conducting interviews with personnel.
• Facilitating meetings and conducting formal appraisals to determine employee performance.
• Delivering results through effective coaching and empowering team members.

Operational Management

• Monitoring and overseeing work completion within turnaround times.
• Authorizing internet bank account transactions for cash premium allocations.
• Utilizing systems/reports to improve policy saves and reinstatements.
• Authorizing cheque and cash focus from suspense account.

Process Improvement

• Identifying system changes and improvements and testing on QA.
• Scheduling system to run/create arrear letters and SMSs to policyholders.

Compliance and Risk Management

• Monitoring, reviewing, and enforcing compliance with AVBOB policies, laws, and regulations.
• Investigating and escalating discrepancies in cash payments to Forensics/Area Managers.

Stakeholder Management

• Building, maintaining, and managing relationships with internal and external stakeholders.
• Handling complaints and providing feedback timeously.

Collaboration and Reporting

• Collaborating with other departments to achieve similar goals.
• Ensuring accurate and timely completion of correspondence and reconciliations.

Refunds Management

• Review, validate, and authorize all premium refunds, escalating those above my mandate to the Department Head.
• Ensure prompt processing and approval of complaint refunds (fraud or misrepresentation) within 48 hours.

Operational Management

• Monitor personnel's work and ensure efficient processing of refunds.
• Sort and distribute daily post to various stakeholders in Premium Admin.
• Manage automated premium refunds, ensuring those over 3 months are stopped.

Reporting and Investigation

• Monitor and distribute the Suspense Account (XR280 Report) to senior clerks for refunding inactive policies with credit balances.
• Investigate discrepancies on the FO-50 Report (double payments and incorrect banking details) and liaise with other supervisors as needed.
• Monitor and investigate the FO-100 Report to ensure personnel are allocated to authorized functions and programs.

System and Process Management

• Journal premiums between and within policies.
• Compile monthly statistics (Reconciling Policy Master).
• Identify potential system changes and improvements.

Customer Service and Support

• Handle telephonic and written inquiries.
• Investigate and respond to incoming and outgoing correspondence.

Interdepartmental Collaboration

• Assist the Cash Department with releasing and authorizing bank statements.
• Support the Commissions Department with inquiries on Rep payments.

Team Leadership

• Address conflicts and promote strong team relationships.
• Foster a positive team culture and promote team values.
• Provide staff training and coaching to ensure team members meet their commitments.

Client Advice and Support

• Provide accurate advice to clients on products, premiums, beneficiaries, payments, and policy details.
• Guide clients through cancellation processes and propose alternative options to retain policies.

Loan Administration

• Verify client identification and ensure accurate completion of loan request forms.
• Validate client eligibility for loans and make preliminary decisions.
• Update system notes and inform clients of loan application status.

Claims Processing

• Assist clients with claim requests, verifying information and ensuring correct client submission.
• Guide clients through the claims process, providing required documents and forms.
• Follow up with claims assessors and monitor claim progress.

Administration

• Handle administrative tasks, including cancellation requests, policy amendments, and reinstatements.
• Perform data capturing, document management, and filing.
• Coordinate with relevant departments for complaints and disputes.

Customer Service

• Respond to client inquiries, following company processes and procedures.
• Establish and maintain professional relationships with clients, management, and colleagues.
• Follow up on client claims, complaints, and disputes.

Process Improvement

• Identify areas for process improvement and recommend solutions.
• Prioritize workloads to meet agreed timelines.