Head of Corporate & Retail Claims at Jubilee Insurance

Job Ref. No: JLIL 244

The role holder will be responsible for leading and overseeing the end-to-end claims operations for both Retail and Corporate Life and Pension business lines. The role holder will also be responsible for developing and implementing efficient claims processing strategies, enhancing customer service to achieve set Timelines, ensuring regulatory compliance, managing risks as contained in the function and driving operational excellence. The position also requires fostering a culture of continuous improvement and collaboration across the organization.

Main Responsibilities
Strategy

• Strategic Direction. Collaborate with senior management and key stakeholders to develop the strategic direction for claims management within both retail and corporate life insurance sectors. Analyse market trends and industry dynamics to identify opportunities for improvement and growth.
• Operational Efficiency Enhancement. Continuously review and enhance claims processes to achieve operational efficiency and effectiveness. Implement process enhancements and monitor the impact of changes to drive performance improvements.
• Technology and Systems. Collaborate with IT, digital and operations teams to assess, select, and implement appropriate technology solutions for claims management. Leverage digital tools, policy payout systems, and workflow automation to optimize processes and enhance productivity.
• Data Analysis and Reporting. Utilize data analytics to evaluate claims trends, identify areas for improvement, and prepare insightful reports for senior management. Use data to drive data-driven decisions and improvements.
• Customer Experience Enhancement. Develop and implement initiatives to improve the customer experience throughout the claims process. Identify pain points and implement automation and digitalization strategies to foster a customer-centric approach to claims management.

Operational

• Oversee the end-to-end claims management process, including claim intake, assessment, settlement, and payment, ensuring adherence to service level agreements.
• Ensure accurate and timely reporting of claims data and performance metrics to stakeholders, including senior management and auditors.
• Implement robust quality assurance mechanisms to maintain accuracy, consistency, and compliance with company standards in claims handling.
• Conduct regular audits and reviews to identify potential areas for improvement and implement corrective actions.
• Foster a customer-centric approach within the team, ensuring exceptional customer service delivery to policyholders and beneficiaries.
• Handle escalated inquiries and complaints with empathy and professionalism.
• Collaborate with senior management to develop and enhance claims policies, procedures, and guidelines.
• Ensure alignment with regulatory requirements and industry best practices.
• Monitor and manage claims budgets, ensuring optimal utilization of resources and cost control.
• Fraud management

Corporate Governance

• Stay updated on industry regulations, compliance requirements, and best practices related to claims management.
• Ensure adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry, and all internal company policies and procedures.
• Implement effective risk management strategies, including appropriate internal controls, to mitigate operational, financial, and regulatory risks.

Leadership & Culture

• Provide strategic direction and leadership to the claims team, ensuring the accurate and timely assessment of all types of life insurance claims.
• Build team capabilities and ensure adequate succession planning within the department.
• Foster a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Set performance targets and objectives, monitor progress, and ensure timely completion of claims activities.
• Conduct regular team meetings and training sessions to enhance skills and knowledge related to claims handling and industry trends.

Key Competencies

• Leadership. Ability to lead and motivate a team, driving high performance and fostering a collaborative work environment.
• Strategic Thinking. Capacity to develop and implement strategies and policies to optimize claims processes.
• Analytical Skills. Strong analytical and problem-solving skills to assess complex claims issues and identify solutions.
• Relationship Management. Excellent interpersonal and communication skills to build and maintain relationships with stakeholders.
• Financial Acumen. Understanding of financial principles and budget management.
• Regulatory Compliance. Knowledge of insurance regulations and compliance requirements.
• Process Improvement. Ability to identify opportunities for process optimization and implement improvements.

Academic Background & Relevant Qualifications

• Bachelor’s degree in business administration, Finance, Insurance, or a related field.
• A master’s degree is preferred.
• Professional certifications in insurance, claims management, or related areas (e.g., CPCU, CLU) will be an added advantage.
• Minimum 8 years of experience in claims team management within the life insurance industry.
• Demonstrated experience in a leadership role, overseeing and managing a team.