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

Requirements

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