Purpose of the Position

To ensure the Company achieves its Vision of being the preferred insurer in Kenya from a Claims perspective.
To provide a proactive management of claims to achieve high levels of customer satisfaction.
To ensure the Company operates within the laid down regulations and guidelines as far as Claims are concerned.

Responsibility and Authority

Oversee the smooth running of all operations within the department.
Proactively manage individual claims from the notification stage to closure in accordance with the Company’s laid down procedures and policies as well as those set by the regulator.
Allocate incoming mail to concerned staff for action.
Develop and manage strong relations with brokers and agents
Manage conflict resolution with clients and other stakeholders.
Ensure that the Company’s Reserving policy is strictly followed.
Regularly review individual claims and ensure that the correct reserves are maintained
Develop, update, review and maintain the Company’s Claims Manual.
Ensure routine and special Claims Reports are prepared accurately and within the required timeframe.
Identify unique claims issues and patterns within the Company’s portfolio and take appropriate corrective action.
Ensure that Reinsurance and Finance Departments are advised of any material claims as set out in the Claims Manual.
Provide input and feedback to Underwriting Department on potential or existing adverse claim experience.
Suggest improvement on policy wordings, clauses or warranties.
Effectively manage relationships with service providers by ensuring that the proper procedures are followed in their selection, review and retention.
Supervising, training and developing staff in the department.
Identify and nurture talent among staff within the department.
Manage recoveries from third parties.
Designing documents for use within the department.
Develop relations with other players in the industry for the benefit of the Company.

Key Result Areas

Customer satisfaction
Prompt settlement of dues to third parties
Staff development
An up-to-date Claims Manual.

Key Performance Indicators

Prompt registration and processing of claims
Reduction in turnaround time for claim settlements
Proper allocation and review of reserves.
Trained and developed staff

Knowledge and Qualifications

Academic Qualifications: Bachelor’s degree in business/commerce
Professional Qualifications: ACII or AIIK.
Sound knowledge of insurance, local insurance industry and the relevant regulatory framework.
At least 4 years’ experience in a similar capacity
Computer literacy (office computer applications)

Specific Job Skills

Analytical skills
High level of interpersonal and communication (verbal and written) skills
Ability to meet deadlines
High level of confidentiality and integrity
Ability to prepare accurate and clear reports to aid in decision-making.
Good presentation skills
Attention to detail
Team player
Good negotiation skills

Management Ability

Ability to interact professionally at all levels of the business.
Ability to abide by Company decisions in the spirit of collective responsibility

Personal behaviors and Competencies

Ability to work independently and as a team
Ability to adopt the Company’s culture of professionalism, Integrity and effectiveness
Ability to make quick decisions
Ability to work under pressure while prioritizing the tasks