Claims Manager

Our client, in the Insurance sector seeks to hire a Claims Manager who will be responsible for Claims processes, organization and performances through all business lines of general (non-life) insurance.

Job Purpose

·      Building and maintaining Claims Processes, including within the related information systems and underlying documents and communication, for all lines of general insurance business that the company is trading on.

·      Maintain and improve customers claim forms, claims notifications ways, and instructions to customers on how to proceed

·      Maintaining high level of customer satisfaction in handling claims in ensuring fair settlement of valid claims

·      Monitoring and managing client complaints, and proactively propose process improvements (within or across departments)

·      Building and maintaining a network of claims service providers (loss adjusters, investigators, assessors, legals, garages)

·      Provide for appropriate reports and returns of the activity to the Management, the Group and any statutory body (e.g. IRA monthly and annual returns)

·      Support underwriters and business developers in their relationships with clients and intermediaries with regards to claims.

Key Responsibilities

·      Developing processes to manage claims in accordance with client satisfaction, company guidelines, and regulatory guidelines;

·      Ensuring the customer is treated fairly with excellent service in accordance with the policy contracted with the company, the industry and company guidelines.

·      Processing claims notifications, analyzing claims, guiding policy holders on how to proceed, handling and settling the claims, above market standard metrics

·      Keep track of claims process delays and performances, and keep track of any information for audit purposes.

·      Handling any complaints associated with a claim.

·      Training the team on how to handle claims and clients.

·      Investigating potentially fraudulent claims.

·      Set control standards to oversee effectiveness of claims procedures, operations and performances, and assess skill of the staff.

·      Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal/claims professionals.

·      Involvement in loss adjusting activities and in legal discussions relating to settlement.

·      Seeking legal recovery of money paid out

·      Taking responsibility for productivity and profit.

·      Contribute to establishing technical provisions

Experience & Qualifications

·      Bachelor’s degree in Insurance/Business Administration

·      Certificate of Insurance (COP)

·      Diploma in Insurance from AIIK/ACII or its equivalent

·      At least 5 years relevant experience

·      In depth understanding of local claims environment and market practices

·      Proven experience in claims management for commercial and personal line products

·      Proven experience in building a claims network

·      Proven experience in tracking frauds

·      Should have accuracy and attention to detail

Should have experience in training and management.