Summary
Date Posted: Thursday, December 02, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
The role reports directly to the Head of Claims Performance – EMEA Region, with a matrix reporting to the Head of Claims in Kenya.

Roles and Duties
• Drive a strong control framework and lead Claims Governance & Compliance for Kenya Claims working in close collaboration with the EMEA Head of Claims Performance and the Kenya Head of Claims. Drive a strong risk management culture in Kenya Claims.
• Implement strong first line controls for key risks identified in Kenya Claims, working collaboratively with Enterprise Risk Management (ERM), Operational Risk Management (ORM), Internal Audit Group (IAG) and Compliance, to continuously improve.
• Coordinate and own (where appropriate) risk event mitigation plans and resolution of internal audit action plans for Kenya Claims.
• Perform first-line oversight and quality assurance activities over key processes (Manager OFR, Benchmark Review, SACA review, Quarterly Reserve Review etc.) and controls, identifying improvement activity and providing feedback to Kenya Head of Claims.
• In collaboration with Kenya Head of Claims, develop and maintain Kenya Claims policies, standards, and controls ensuring claims personnel have knowledge and receive training around AIG policies, standards, and controls.
• Establish and maintain appropriate means to monitor and accommodate changes in regulatory environment that impact AIG’s compliance obligations.
• Promote various feedback mechanisms ensuring management has the necessary information needed to manage and improve performance.
• Provide oversight, direction, and ensure timely and appropriate responses are provided to all regulatory, SOX, GQA and internal audits.
• Foster working relationships with regulatory bodies and with AIG business groups in furtherance of AIG Compliance efforts. Ensure appropriate support is provided to IT, Legal, Vendor Services, Quality Assurance, and other support groups.
• Support Kenya Claims in strategic project delivery including Global GI Claims Strategic Initiatives, International projects, regional projects, local projects, and IT initiatives ensuring clear prioritization and alignment in Kenya.
• Continuously improve claims processes and ways of working (process mapping, design, and re- engineering to drive efficiency and quality improvement), including working in close collaboration with our shared services partner to ensure seamless customer services delivery and effective process transformation.
• Work collaboratively with the leadership team across Kenya Claims and Claims IT to identify and implement further opportunity for enhancements to segmentation and our digital capabilities.
• Oversee service delivery using the various tools in place e.g. complaints process, NPS, broker surveys and identify improvement opportunities working in close collaboration with Kenya Claims Leaders.
• Work with Kenya Head of Claims and leadership team across Kenya Claims to ensure that all claim employees with a reserving/settlement/payment have a Letter of Authority (LoA) and their system authorities are aligned to LoA.
• Work in close partnership with the Claims Performance functional leads - TPA Management, Vendor Management, Business intelligence, GIS and GQA to deliver strong performance and oversight for Kenya claims.
• Review the performance and commercials of the incumbent vendors against market alternatives and make recommendation to Kenya Head of Claims to stay/move/improve.
• Due diligence in place for all vendors in line with global/local guidelines – including right of audit clauses, SLA’s, and termination – contract reviewed annually.
• Maintain oversight and possible involvement in audits of the TPAs.
• Develop and manage performance metrics for claims team in collaboration with Kenya Head of Claims, defining operational targets and provide continuous feedback to achieve them.
• Monitor claims team activity to identify trends and opportunities for improvement, including claims initiatives that will improve operational efficiencies, customer journey or indemnity and expense spend improvement.
• Create an operating reporting framework and report claims performance to stakeholders – KPI/metric reporting in place monthly/quarterly and distributed to owners for review and analysis.
• Assist with internal reporting, ensure that accurate and timely reports/changes are maintained as required.
• Develop and manage performance metrics for internal teams, defining operational targets in coordination with Kenya Head of Claims.
• Support effective claims business reporting in Kenya including monthly and quarterly business reviews.
• Primary contact for all Kenya Claims Performance activity representing claims performance in Kenya claims leadership meetings and broader business meetings as appropriate.
• Interface with managers in other functional areas to ensure operational activities and claims metrics are appropriate and are compatible with guidelines.
• Support ongoing Claims strategic initiatives through programs that foster an environment of continuous improvement.
• Represent Kenya Claims in committee meetings where appropriate.
• Drive a culture that promotes collaboration, diversity, equity, and inclusion.

Qualifications
• Bachelor’s degree of Commerce or an appropriate specialization
• Regulatory compliant
• Project Management professional qualifications
• Certified Information Systems Auditor
• Experience & Knowledge: -
• Experience in building governance frameworks within a complex organization
• Strong Compliance, Governance and/or audit, regulatory background. Comprehensive awareness of the Business and Regulatory environment
• Expertise in Continuous Improvement Methodologies.
• Strong background in operational management and process improvement
• Ideally experienced in leading client facing teams with a service delivery mindset with knowledge of consumer and commercial claims handling.

Skills & Competencies
• Proven experience in leading successful operational teams.
• A demonstrated ability to communicate and influence at varying levels.
• A proven track record in governance within the Insurance industry ideally within claims will be an advantage.
• A proven track record as an exceptionally effective change agent.
• Possess a strong business and process mindset and change leadership skills to unify teams around common goals and drive change.
• Highly motivated and ability to work under own initiative and as part of a team.
• Strong commercial mindset with a proven track record of making sound decisions backed by data
• Exceptional communication skills including the ability to develop and present clear and concise analysis and recommendations
• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy
• Ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, cultivate entrepreneurship, and learn the strengths and weaknesses to best leverage skills and nurture talent

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
To apply follow this email candidatecare@aig.com 

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