Jobs at Britam

Key responsibilities:

• Responsible for managing BMI claims processes (design, data entry, vetting, approvals & payments). 
• Responsible for client relations management by ensuring quality service & periodic interactions with clients. 
• Designing & implementing innovative initiatives to improve customer satisfaction & retention. 
• Setting up client feedback systems to enable process improvements informed by client inputs/feedback. 
• Coordinate processing and payment of claims , management of service providers and operational process improvements 
• Management of claim processing flows to ensure efficiency and manage case management activities.
• Control and oversee provider recruitment into segment provider panel. 
• Advice on processes improvement through automation of tasks and processes.
• Coordinating management of relationships with clients, intermediaries and service providers.
• Providing leadership and mentorship to the claims team.
• Developing suitable operational procedures to meet strategic objectives of the organization.
• Review documents and pertinent requirements regarding claims.
• Ensure claims made by the clients are complete in form and complies with the documentary requirements of an insurance claim.
• Respond to both internal and external client inquiries concerning claims process, service providers, and the filing/completion of proper forms.
• Prepare claims registers for claims meetings and update the various claims reports.
• Delegated Authority: As per the approved Delegated Authority Matrix.
• Perform any other duties as may be assigned from time to time. 

Knowledge, experience and qualifications required:

• Bachelor's’ degree in Nursing.
• Strong AI and Analytical Skills 
• Professional qualification in Insurance is a must.
• At least 6 years' experience in insurance claims management three of which should be in a supervisory position.
• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.

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Job Purpose:

• Work within the Operations function under the guidance of the Head of Operations to identify technical, process, and product requirements, and align them to the business transformation strategy of the organization for implementation. The Business Analyst will focus on analyzing and optimizing claims, client service, and operational processes, while supporting digital initiatives to improve efficiency, reduce costs, and enhance customer satisfaction. The role will also work closely with the Assistant Manager – Claims, product managers, and project teams to implement solutions that address customer complaints, inefficiencies, and operational gaps.

Key responsibilities:

• Liaise with business units (Claims, Underwriting & Client Operations) to capture business requirements and produce clear Requirement Specifications & Use Cases.
• Conduct workshops with stakeholders to validate requirements and secure alignment across  business units and management.
• Analyze claims processes and customer touchpoints to identify inefficiencies, delays, and gaps contributing to complaints or losses.
• Recommend and design process improvements and automation solutions to enhance turnaround times and service quality.
• Verify and approve design solutions and test cases to ensure business requirements are fully met.
• Consolidate and harmonize business requirements across operations to create synergies and avoid duplication.
• Provide business case input, including financial details, prioritization, and impact analysis for proposed initiatives.
• Support IT and project teams in implementing process and system changes, ensuring compliance with regulatory requirements.
• Conduct high-level analysis of change requests and classify them into products or architecture domains.
• Verify that requirements are testable and generate testing objectives, strategies, plans, and scripts.
• Review vendor test plans and ensure solutions meet business requirements.
• Support User Acceptance Testing (UAT) by reviewing and validating end-user test cases and results.
• Develop standardized documentation for requirements, use cases, test cases, and process improvements.
• Monitor post-implementation performance of solutions to ensure they deliver the intended benefits.

 Knowledge, experience, and qualifications required

• Degree in Computer Science or technical-related field from an accredited institution
• Familiarity with Agile development methodologies
• Excellent communication, stakeholder engagement, and report writing skills.
• Knowledge of business strategy and of business implications of IT/Service solutions roadmaps.
• Strong analytical, problem-solving, and process mapping skills.
• Business analysis skills and Knowledge of the software development and implementation cycle