Assistant Manager, Claims at NCBA Group

Job Purpose Statement

To manage all agency’s claims and support the customer service functions

Responsibilities

Claims Management 55%

• Manage all claims (general and life policies) from end to end ensuring settlement within the timelines as per SLA.
• Preparation and analysis of claims summary reports on the Bancassurance claims history and other statistical reports advised by the manager.
• Track loss ratio reports from the insurers for management and mitigation.
• Providing Risk Management advice - Notifying the team on any issues affecting the risk and where improvement is required.
• Updating customers and relationship managers on claim positions and statuses.

Financial 10%

• Generation of business from the banks existing portfolio. (Upselling, new business and renewals).
• Cross-selling other bank products

Internal business processes 15%

• Review of the policies issued and the policy documents to ensure sufficient scope.
• Train bank staff on claims processes and management.
• Review claims procedures in line with the industry practice.

Customer 10%

• Detailed explanation of insurance policies to customers, staff and the bank (internal customers).
• Supervise Customer service and relations functions and manage the complaints and compliments register through the support of the clients services officer.
• Managing client and service providers’ relationships - resolve clients’ (internal & external) issues.

Learning and growth 10%

• Achieve learning/training through E-learning, Internal & External training activities.
• Ensure compliance with the leave policy on block leave and minimum carry over.
• Counsel, motivate and create a good working environment for all staff to enhance individual performance and productivity including an effective performance appraisal system.
• Develop and agree on an annual basis, individual and team performance objectives, standards and targets.