OLUWAKEMI AKANDE

Experience

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  AXA Mansard

  Jan 2005 - Mar 2012

  Unit head Retail processing Group and Agency admin Officer

  These were the early years in my Career where I experienced how to sell and market Insurance products for the company. I made proposals to various organizations for the agents to prospect and market. I also played the role of an Agency welfare officer ensuring that sales Agents commissions, bonuses, benefits and monthly allowances were accurately prepared. I attended some trainings relevant to this role such as the training on Agency management organised by Nigerian Insurers Association (NIA).• Managed team of Sixty-five (65) Insurance Agents, overseeing the hiring, training, and professional growth of the Agents.• Update of agency client database daily to achieve a clear and concise record of Agency team and production accordingly.• Monthly profitability reviews (MPR) of the Agency unit were done to the management. The Agency GPI grew consistently by 50% in 3years.• Measured Agent’s productivity and grew the Agency portfolio by 40% within a year. • Monthly assessment of the Agency team were carried out thorough appraisal, production and recommendation of agents individually.• Synergize with Operations group to ensure that necessary certificates and policy documents of clients are prepared.• Structured benchmarks for Agents commission, performance bonuses/ allowance, refunds and other Operations related approvals within the limits of my Position. Show less

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  AIICO INSURANCE PLC

  Apr 2012 - Jul 2013

  Head of Customer Service

  • Built a robust and effective call center and team. Reduced workflow process inconsistencies and effectively trained team members on best practices and protocols. • Analysis of customer status, Insurance claims requests, and complaints.• Escalated all complicated Insurance Claims issues and inquiries and forwarded them to the appropriate personnel/Unit for a quick resolution.• Effective negotiation skills applied to Customer retention strategy to avoid pre-mature termination of Insurance policies. This led to a 60% decrease in Insurance surrender rates and an increase in customer retention compared to previous years.• Executed Fraud Investigation techniques to curb fraud and misrepresentations as well as mediate for a timely reimbursement of Insurance fraud victims. • Quality and timely processing of client queries, complaints and policy-related issues within 24hrs Show less

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  Tangerine Africa

  Aug 2013 - Apr 2022

  PRINCIPAL MANAGER- RETAIL OPERATIONS

  • Reviewed workflow processes, designed process architecture, modelling and process automation (Auto run) by 60% to drive efficiency, reduce inconsistencies /error rate and improve business performance. • Leveraged on Technology to simplify processes, surpass a maximum of 48hrs turnaround times for all Operational processes on both new and existing Life Insurance and Annuity policies.• Analysed Data, developed new retail products and modified existing products as a result of Customer survey and market research reports so as to improve and boost Insurance sales in the Nigerian Market. • Adopted an efficient payment reconciliation strategy to recover unidentified funds by 90% rate of the premium collected thereby reducing unreconciled payment backlogs.• Managed key Stakeholders’ expectations by showing progress reports and updating them on key findings, Strategies, and project key initiatives to move the company forward.• Supervised and coordinated all team activities by developing Standard Operating Procedures (SOP), Insurance Underwriting guidelines, regulatory reports and ensuring strict adherence to those policies. • Collaborate with Reinsurance companies and reputable medical lavatories on health status, risk assessments, risk placements and thresholds of coverage on Individual and group clients based on risk appetite and treaty arrangement. • Coach team members by adopting smart KPI’s, optimizing the strengths and skills of the team, facilitate team bonding and personal development, in order to build a robust, effective, and independent Customer support staff. • Implemented a Customer retention strategy through Call centre negotiations which reduced rate of pre-mature surrenders by 60%. • Designed an automated Complaint management system to resolve all Insurance Claims requests, complaints and enquiries within a maximum of 24hours. Show less