Claims Manager

About the role

Stratostaff East Africa is hiring a Claims Manager in Nairobi within the insurance sector. The role oversees the end-to-end claims process, from initial notification to settlement and closure, while leading the claims team and improving its efficiency.

Key responsibilities

• Oversee the full claims process, ensuring timely and accurate handling in line with company policies and regulatory requirements.
• Review and assess complex and high-value claims, guiding and supporting claims adjusters.
• Lead, mentor and develop the claims team, conduct regular performance reviews and give constructive feedback.
• Handle customer inquiries, complaints and disputes promptly, and develop customer service strategies to improve the claims experience.
• Analyze claims data to spot trends, risks and improvement opportunities, and report on loss ratios, processing times and customer satisfaction to senior management.
• Ensure compliance with laws, regulations and internal policies, and work with the risk management team to mitigate claims-related risks.
• Identify and implement process improvements, using technology and data analytics to speed up claims handling.
• Manage relationships with external providers such as loss adjusters, legal firms and repair contractors.

Required profile

• Bachelor's degree in Business Administration, Insurance or a related field.
• Proven experience in a similar role within the insurance industry.
• Professional insurance certification (e.g. ACII, AIIK) preferred; advanced training in claims or risk management is an advantage.

Required skills

• Proficiency in Microsoft Office Suite and other relevant software.