Head of Claims

Job Details

The Head of Claims provides strategic leadership and overall coordination of the Claims Department, reporting to the Chief Executive Officer and directly supervising the Manager Claims. The role ensures claims services are effectively and efficiently rendered to beneficiaries, with responsibility for planning, leading the claims team, managing implementation, monitoring and reporting, and representing the Technical Operations Division. Location is Kampala, Uganda. Full-time position.

Key Duties and Responsibilities

• Coordinate formulation of consolidated work plans, budgets and strategies for provision of claims services
• Participate in development and maintenance of appropriate systems, procedures and standards for effective and efficient delivery of claims services
• Oversee and coordinate provision of required facilities and resources for claims services and determine performance targets for Manager Claims
• In liaison with CEO and Head Human Resource, periodically determine appropriate staffing structure for claims services and seek approval by top management and the Board
• Provide strategic guidance and support to Manager Claims in implementation of activities
• Regularly assess needs of Manager and other claims staff for support and liaise with relevant departments for necessary support
• Conduct periodic appraisals of Manager Claims against set targets and take necessary follow-up actions to sustain or improve performance
• Periodically assess capacity development needs of Manager Claims and other claims staff and liaise with Head Human Resource and Administration to address needs
• Conduct monthly meetings with staff of the Department
• Ensure appropriate support in assessment and management of claims so that exposure to the Company is minimized
• Ensure adherence to established systems, procedures and standards in delivery of claims services and participate in improvements
• Ensure maintenance of productive and profitable relationships with strategic partners such as regulators, financial institutions and government agencies
• Authorize or sign-off departmental payments in accordance with company policies
• Monitor implementation of planned activities and utilization of financial and other resources and arrange corrective actions
• Generate ideas and suggestions for growth and improvement in insurance services and take them up with the CEO and top management
• Attend divisional and top management meetings and present reports on claims services
• Prepare periodic reports on activities of Claims Department to assist top management and Board in strategic decisions
• Direct, supervise and mentor multifaceted team of claims managers, supervisors and administrative staff and foster continued education on emerging industry laws, precedents and regulatory updates
• Examine high-exposure, complex or disputed claims and confer with legal department on litigation/subrogation; oversee investigations and authorize claim settlements beyond standard adjuster authority
• Oversee reserve setting and adjustments to align with risk policies and actuarial projections; analyze claims data and loss ratios, implement loss-mitigation strategies and advise underwriting on loss trends
• Ensure absolute adherence to statutory regulations, insurance contract terms, internal procedures and fair claims-handling practices; audit claim files regularly for accuracy, timely payments and compliance
• Manage key relationships with third-party administrators including shortlisted service providers, assessors, investigators and legal representatives

Qualifications, Skills and Requirements

• Professional Qualification from a Chartered Insurance Institute at the level of Diploma CII or its equivalent is required
• Master’s Degree in Business Administration or Social Sciences or Arts is an added advantage
• Minimum of 10 years progressive work experience in Underwriting, Claims or Reinsurance, with 5 years at management level
• Good knowledge of the insurance industry, principles, theory and practice of insurance, strategic management, policy formulation, finance and risk management
• Negotiation, investigation, computer, communication and listening, report writing, analytical and problem-solving, and interpersonal/people skills
• Teamwork, time management, innovation/creativity, high level of integrity, result-oriented with commitment to quality and thoroughness, accuracy and attention to detail