Evelyn Bosibori
Nairobi,Nairobi
Summary
Dynamic leader with over 14 years of experience in the insurance and Bancassurance sectors, specializing in customer strategy, journey mapping, segmentation, and insights-driven decision-making. Proven ability to influence board-level strategies, enhance customer satisfaction, and achieve measurable outcomes across diverse markets. Expertise in driving digital transformation initiatives, optimizing service delivery processes, and cultivating a customer-first culture aligned with corporate growth objectives. Committed to leveraging innovative approaches to elevate customer experiences and support organizational success.
Overview
16
16
years of professional experience
Work History
Head of Operations & Underwriting
NCBA Bancassurance Intermediary
04.2023 - Current
- Partnered with insurers to redesign end-to-end claims processes, boosting SLA compliance from 33% to 72%.
- Introduced data dashboards tracking TAT, NPS, and customer satisfaction across channels.
- Led market analysis and competitor benchmarking to inform product positioning and service delivery.
- Fostered insurer partnerships and client retention strategies in a KES 719M+ revenue portfolio.
Underwriting & Claims Manager
KCB Bancassurance Intermediary
10.2019 - 04.2023
- Managed portfolio growth to over KES 1.1B while maintaining profitability.
- Designed claims governance and automation processes, reducing turnaround times and enhancing customer transparency.
- Implemented reinsurance optimization strategies to support competitive pricing.
- Introduced customer segmentation in service delivery to improve retention and cross-selling.
Operations Manager / Underwriting Roles
Jubilee Insurance
01.2010 - 01.2019
- Streamlined operations and cut transaction rework by 60%.
- Launched new insurance products based on market research and customer feedback.
- Enhanced underwriting accuracy and retention rates through targeted process improvements.
Education
MSc - Digital Services Management
Open University of Kenya
Online12-2026
Women in Leadership Programme -
Strathmore University Business School
Nairobi05.2025
Customer Experience & Operational Excellence -
NCBA
Nairobi08.2023
Strategic Leadership & Coaching -
CDI-Africa Coaching Group
Nairobi2018
Risk & Compliance Management -
College of Insurance
Nairobi2017
Advanced Technical Underwriting -
Ghana Re
Nairobi2015
IIK Fellow (FIIK) -
College of Insurance
Nairobi12.2014
IIK Certified Associate (AIIK) -
College of Insurance
Nairobi12.2012
COMESA Yellow Card Underwriting -
Kenya Re
Nairobi2011
Bachelor of Education - Arts
Moi University
Eldoret10.1995
Skills
- Customer experience management
- Customer journey mapping
- Digital strategy development
- Analytical decision making
- Stakeholder collaboration
- Process optimization
Selected Career Achievements
- Designed and executed customer journey improvements for motor claims, reducing average turnaround time by 30% and increasing NPS by 20 points.
- Led integration of digital claims and underwriting platforms, enabling real-time customer updates and faster decision-making across 100 branches.
- Developed segmentation-based service models for bancassurance clients, driving retention up by 80% in 12 months.
- Institutionalized Voice of Customer and Voice of Agent programs, creating actionable insights for product and process innovation.
- Implemented market analysis and competitive intelligence frameworks to shape strategic product and service positioning.
Board And Regulatory Engagement
- Presented quarterly performance reports to NCBA Group senior leadership and audit committees.
- Liaised with IRA and CBK for audits, reporting, and compliance updates.
- Contributed to regulatory policy discussions impacting bancassurance operations.
Education And Professional Training
- MSc in Digital Services Management, Open University of Kenya, Ongoing
- IIK Fellow (FIIK), College of Insurance
- IIK Certified Associate (AIIK), College of Insurance
- Bachelor of Education (Arts), Moi University
- Women in Leadership Programme, Strathmore University Business School
- Customer Experience & Operational Excellence, NCBA
- Advanced Technical Underwriting, Ghana Re
- Strategic Leadership & Coaching, CDI-Africa Coaching Group
- Risk & Compliance Management
- COMESA Yellow Card Underwriting
Core Areas Of Expertise
- Customer Experience Leadership & Journey Mapping
- Customer Segmentation & Insights Generation
- Strategic Planning & Execution
- Digital Transformation & CX Technology Platforms (CRM, automation)
- Data-Driven Decision Making & Performance Metrics (NPS, TAT)
- Stakeholder Engagement & Board Reporting
- Operational Excellence & Process Re-engineering
- Cross-Functional Leadership & Change Management
Timeline
Head of Operations & Underwriting
NCBA Bancassurance Intermediary
04.2023 - Current
Underwriting & Claims Manager
KCB Bancassurance Intermediary
10.2019 - 04.2023
Operations Manager / Underwriting Roles
Jubilee Insurance
01.2010 - 01.2019
MSc - Digital Services Management
Open University of Kenya
Women in Leadership Programme -
Strathmore University Business School
Customer Experience & Operational Excellence -
NCBA
Strategic Leadership & Coaching -
CDI-Africa Coaching Group
Risk & Compliance Management -
College of Insurance
Advanced Technical Underwriting -
Ghana Re
IIK Fellow (FIIK) -
College of Insurance
IIK Certified Associate (AIIK) -
College of Insurance
COMESA Yellow Card Underwriting -
Kenya Re
Bachelor of Education - Arts
Moi University
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