Claims Manager at Britam

2.     Analyze general insurance claims data to identify issues, and ensure that all relevant issues relating to underwriting policies and product pricing are identified and communicated to relevant stakeholders

3.     Provide reserve recommendations to ensure that reserve activities are consistent with corporate policies

4.     Implement standards (benchmarks) for measuring the performance of strategic customer relationship and communication

5.     Ensure that all claims fall within scope of respective general insurance policy

6.     Preparation of weekly general insurance claims statistics

7.     Identify, appoint and maintain an efficient and effective list of service providers

8.     Preparation of periodical general insurance claims reports and other management reports relating to claims.

9.     Monitor and review departmental performance

10.  Supervise, appraise, train and develop of staff in the department

11.  Perform any other duties as may be assigned from time to time

12.  Deliver on performance requirements as defined in the departments’ strategy map, balanced scorecard and Personal Scorecard.

·         Customer satisfaction index

·         Intermediary/partner satisfaction index

·         Compliance with key legal, regulatory and operational requirements

·         TAT for claims processing.

Internal Relationships:

• Responsible for staff working under this position
• Required to liaise and work closely with the other staff members across the business.

External Relationships:

·         Britam customers.

·         Insurance sector players.

2.     Professional qualification in Insurance (ACII or equivalent)

3.     At least 7 years’ experience in insurance claims management 3-4  of which must be in a management level

4.     Knowledge and experience in the insurance sector Extensive experience in ensuring operational risks are identified and managed.

5.     Significant experience in process mapping and restructuring to obtain optimal operations with a focus on cost containment.

6.      A deep understanding of leveraging technology and processes to standardize operations, reducing turn-around times on all key business processes.

7.      A demonstrated track record in optimizing operations to enhance the overall customer experience at all customer contact points.

2.     Leading and Supervising: Provides the business with a clear direction based on the overall strategic intent of the organisation; motivates and empowers others with a clear sense of purpose; creates a positive organisational climate that fosters learning and development; acknowledge high potential talent; sets and articulates the vision and values through own personal behaviour.

3.     Relating and Networking: Easily establishes, as well as assists others in building good relationships with customers and staff across all departments, inside and outside of the organisation; relates well to people at all levels; facilitates the resolutions of conflict and manages disagreements with tact and diplomacy.

4.     Persuading and Influencing: Gains clear agreement and commitment from others by persuading, convincing and negotiating to the benefit of the organisation, promote the organisational strategy during conversations; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself, the department or the organisation; makes a strong personal impact on others; takes care to manage the organisation’s impression and brand on others.

5.     Formulating Strategies and Concepts:  Works strategically to realise organisational goals; sets and develops organisational strategies; identifies, develops positive and compelling visions of the organisation’s future potential; takes account of a wide range of issues across, and related to, the organisation; encourage others to take a strategic and long term view in terms of the organisation’s future; communicates the organisational strategy, vision and objectives effectively across all levels of the organisation.