13 Jan 2020

Senior Consumer Lines at American International Group

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American International Group, Inc., also known as AIG, is an American multinational finance and insurance corporation with operations in more than 80 countries and jurisdictions. AIG, is an American multinational insurance corporation with more than 88 million customers in 130 countries

Functional Area

CL – ClaimsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG Kenya Insurance Co. Ltd

Purpose Of The Role

Manage, control and support all claims activities in Auto, A&H and Personal Property line of business to ensure agreed closing ratio, quality of performance, efficiency and improved loss ratios.

Principle Duties And Responsibilities

  • Ensure cost management and accurate reports in terms of;
  • Adequacy of reserves
  • Expense management
  • Maintain operational efficiency of the claims team for the designated line of business through:
  • Setting and monitoring benchmarks in key performance areas
  • Improving staff productivity through refined processes and effective case load management
  • Provide consistent technical claims training to the team to ensure consistency
  • Management and implementation of outsourced service vendors
  • Process improvements
  • Ensure adherence to global best practices and perform monthly audits to monitor continuous improvement
  • Intervention and management of large or contentious claims within authority limits.
  • Conduct/provide and review all relevant reports in line with claims requirements.
  • Establish and maintain excellent levels of customer service, with particular attention to:
  • Responsiveness – speed of service delivery
  • Quality of service rendered
  • Adherence to internal and external SLA’s
  • Audit and compliance:
  • Ensure adherence with and implements of all claims compliance controls and audits as may be required from time to time by internal and external stakeholders.
  • Performance/talent management:
  • Set employee objectives in line with company and department strategies and manage performance to achieve business goals
  • Ensure appropriate training and development is provided to meet technical and regulatory requirements and encourage professional and personal growth
  • Ensure that staff development plans are in place with feedback and follow up
  • Manage succession planning to develop and retain talent


  • Bachelor’s Degree of Commerce
  • Diploma in Insurance (CII or ACII) required
  • Working knowledge of MS Office


  • Minimum of 7-10 years’ experience in dealing with personal insurance claims including but not limited to Auto, A&H and Personal Property.
  • Minimum of 5 years team management experience.
  • Working knowledge of a multinational organization is highly recommended

Skills & Competencies

  • Ability to assist with technical training including policy interpretation to team claim handlers as required
  • Ability to influence and effectively communicate with claims and other stakeholders to effectively direct claims strategy
  • Presentation Skills
  • Strong negotiation skills
  • Ability to work under pressure
  • Assertive and confident
  • Self-management skills
  • Strong administration skills
  • Analytical: Accuracy in the analysis, interpretation and basic calculations of data and reports pertaining to claims settlement/estimates/capacities/claims timelines
  • Demonstrate common sense, self-motivation and discipline

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

How to Apply

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