As a Senior Manager claims you will take up a management position in our client's Nairobi office.
You will be responsible to manage the Nairobi claim team (+/- 30 FTE) supported by the Claims Supervisor.
Your role will be broader than the day to day management of the operation – your agile, customer centric mindset will ensure that you contribute to the overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams. Within your role, you will report into the Senior Operations Managers responsible for IOH claims and Global Admin.
Your role will be to:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, turn-around-time, quality and client & customer satisfaction
Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level
Ensure appropriate performance management action, timely recruitment and effective succession planning is in place.
Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Claims and Admin process.
Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
Minimum of 5 years prior Team management experience, managing large teams
Financial services or Insurance experience is a plus
Experience in coaching, managing, developing and motivating individuals
Proven data analytics skills (QlikView, Tableau)
Clear experience in driving a team to achieve excellent customer service results and implementing change