Claims Manager

CLAIMS MANAGER Kenya Orient Insurance ABOUT THE ROLE Kenya Orient Insurance is seeking an experienced Claims Manager to lead our comprehensive claims operations. In this strategic position, you will oversee both legal and non-legal claims departments, driving operational excellence, maintaining strict compliance with regulatory requirements, and delivering exceptional service to customers and stakeholders. You will be responsible for managing team performance, controlling costs, ensuring timely claims settlement, and implementing continuous improvements across all claims functions. YOUR KEY RESPONSIBILITIES You will lead the claims reserving, approval, and settlement processes to ensure full compliance with company policies and industry standards. You will drive cost efficiency by negotiating payables, preparing budgets, and collaborating closely with Finance and Actuarial teams to optimize claims costs. You will ensure accurate and timely regulatory reporting to both insurers and reinsurers while maintaining strict data integrity and enforcing agreed turnaround times. You will oversee the salvage process from disposal through receipting to minimize claims ratios and enhance recoveries. Cash-in-lieu settlements will be actively managed and reduced through promotion of approved panel garages and negotiated arrangements. You will ensure timely payment of service provider fees in accordance with negotiated rates, service level agreements, and contractual terms. Legal judgment management will be your responsibility, including facilitating out-of-court settlements, tracking appeals, and authorizing payment of auctioneers' fees. You will drive the legal team to achieve annual recovery targets of Kshs 20 million while ensuring timely filing of near-expiry claims. You will respond to all service provider queries within 48 hours and cultivate strong working relationships to ensure smooth operations and timely invoice payments. You will oversee fair, prompt, and customer-focused claims handling with consistent communication and effective complaint resolution. You will implement robust systems and controls for legal claims management, decision authorization, and comprehensive performance monitoring. You will promote cross-departmental collaboration by leveraging claims data to strengthen underwriting, enhance customer experience, and support governance initiatives. You will strengthen risk management by developing fraud detection capabilities, enforcing reserving and repudiation policies, and maintaining effective judgment and salvage processes. You will enhance operational efficiency through effective service provider management, escalation frameworks, and alignment with emerging industry trends. You will provide strategic leadership to your claims team, driving performance, supporting staff development, and ensuring alignment with organizational objectives. YOUR QUALIFICATIONS You must hold a Bachelor's degree in a business-related field such as Insurance Option, Business Administration, Law, or Finance from a recognized university. Additionally, you should possess a Diploma in ACII or AIIK or equivalent professional qualification. A Diploma in Legal Studies from the Kenya School of Law (KSL) is required. You will have a minimum of 9 years of relevant claims experience, with at least 5 years in a senior claims management role demonstrating leadership capability and strategic impact. APPLICATION DEADLINE Interested candidates are invited to submit their applications before Friday, August 21, 2026 through the provided application link.