Daniel Kivusyu

• Experienced, results oriented and highly personable financial services professional with proven track record in service delivery across busy, multi-cultural operations environments. Proficient in coordinating cross-functional teams to deliver Key Performance Indicators with a focus on customer experience.
• Leverages a strong problem solving and interpersonal skills, and a commercial acumen to inspire positive client relationships and customer satisfaction. MBA graduate with 10+ years' experience in commercial and retail business practices.

INSURANCE AGENCY MANAGER ◼ Three Quarter Insurance Agency    September 2022 – Present 

Core Contributions:

• Driving sales, developing and managing agents; training, coaching, cross-selling and developing as well as review relationships  and with strategic partnerships e.g .Insurance Service Providers
• Responsible for authoring procedure manuals and compiling processes into End-To-End Guide for the Insurance Agency.
• Performed risk analysis by using financial models CAMPARI and SWOT for current and potential customers.
• Training relationship managers to understand insurance services and provide the customer with “the right insurance at the right price,” focusing on educating the customer of the best protection for their assets.  
• Maintain contact with all agency clients to ensure high levels of customer satisfaction.
• Handle all agency compliance issues, Insurance Service Provider Agreements and outstanding trailing documents.

OPERATIONS MANAGER, BANCASSURANCE OPERATIONS ◼ Absa Bank Kenya PLC    Feb 2017 – Dec 2020

Drove departmental daily operations for enhanced customer experience and service delivery, through monthly internal audits and general administration. 

Core Contributions:

Operations Management & Process Improvements:

• Streamlined Bancassurance operations by setting up of a new team, drafting and reviewing procedure manuals and proposed requisite changes aligned to new operations model; reviewed SLA (Service Level Agreements) with underwriters.
• Achieved income of KES 19M YTD 2017 from premiums collections from various product lines through realignments with the internal operating frameworks and process manuals.
• As an enabler and first point of contact with various stakeholders, I drove the resolution of complaints and queries within the set service standards and where necessary ensured timely escalations of missed SLA’s

KPI Tracking & Performance Management:

• Inspired team productivity by creating daily Excel dashboards for tracking KPI’s and performance metrics to provide analytical support to address any anomalies in collating and reporting  bancassurance income KPI'S.
• Implemented and monitored adherence to Service Level agreements for both internal and external partner companies.

Human Resource Management & People Leadership:

• Scheduled training courses for all new staff and end-users for onboarding of Turnquest Bancassurance System Suite.
• Trained new staff on processes, procedures, company code of conduct and   in-country Insurance Regulations.
• Supported staff recruitment and retention through on boarding, training and performance management processes.

System Optimisation & Management:

• Nominated to be part of a working project team to drive the system optimisation efforts of Turnquest Bancassurance System Suite through conceptualization of user test scenario cases and testing
• Identified and logged test case defects and followed up for resolution
• Escalated the project issues risks as they arose

M B A ◼ Heriot Watt University, Edinburgh, UK    2014

B .Com (Finance) ◼  University of Nairobi    2005