Role Purpose
Reporting to the Head of Insurance Operations & Support Service, KCB IA the position will be responsible for the overall Claims strategy and ensuring all operations are in compliance with the Insurance Agency’s policies and procedures and regulatory requirements.
Job Responsibilities
To develop and lead the implementation of the Claims strategy in line with the overall KCBIA Strategy; to ensure achievement of profitability targets through revenue maximization and prudent cost management.
Management and preparation of annual Claims department plan and budgets. Provide strategic leadership to the Claims team and ensuring they deliver as per set standards.
Managing the end to end claims process from processing to settlement within the set guidelines and policy.
Act as an Insurance claims specialist/point person to key/strategic customer relationships/ internal stakeholders, and provide requisite advisory support.
Champion the delivery of excellent customer service and utilize customer feedback to evaluate operational success and to initiate process or service improvements.
To build and maintain collaborative and strategic relationships with relevant people in the industry, customers, regulators, KCB Group and other stakeholders, to ensure efficient delivery of business solutions.
Ensure claims terms and conditions are strictly adhered to in the underwriting process of business as per IRA guidelines
Ensure that all documentation in the claims are correctly issued and dispatched.
Manage difficult claims and complaints and ensure they are amicably concluded
Continually review the Claims processes and recommend measures to improve efficiency.
Ensure compliance with company policies, procedures, regulatory requirements and risk management for all claims operations under their management.
Maintains a detailed and current understanding of the Insurance industry; (at a macro, current market structures, trends; enabling technologies regulatory requirements and issues) to ensure that that opportunities are realized and the risks mitigated.
Preparation of monthly management reports as required.
Lead, motivate, and continuously develop a credible high performing team.
Qualifications
Have 4-6 years’ experience in a busy in Claims Management, and three (3) of which must be at management level in the insurance industry preferably within an insurance intermediary
Experience in Bancassurance is preferred.
Have appreciation and operating knowledge of the general insurance industry (especially operating dynamics of East Africa), market and global trends as well as challenges
Have extensive knowledge of statutory and regulatory requirements processes, procedures and operations of insurance companies and brokers.
Excellent written and verbal communication skills, with the ability to effectively collaborate with other departments/stakeholders in the successful resolution of operational issues.
Demonstrable cross-cultural, people and relationship management skills, interpersonal skills, networking and negotiation skills, with ability to lead a team and foster a cohesive working environment.
Highest standards of personal conduct, professional performance and business ethics
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