Team Leader- Retail Claims and Benefits

1 week ago

Nairobi, Nairobi Area, Kenya Old Mutual Limited Full time

Lets Write Africa's Story Together

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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The Team Leader – Retail Claims is responsible for overseeing the end-to-end processing of retail life claims, ensuring timely adjudication, regulatory compliance, leading and motivating a team and high levels of customer satisfaction. The role provides technical guidance, quality control, and performance oversight to claims officers, while also handling escalated or complex claims directly. The position plays a key role in upholding trust in the claims process and strengthening customer loyalty

KEY TASKS AND RESPONSIBILITIES

  • Supervise the assessment and processing of individual life claims, ensuring adherence to SLA, policy terms, and regulatory guidelines.
  • Review high-value or complex claims and provide technical input on eligibility and documentation.
  • Collaborate with medical providers, reinsurers, and internal stakeholders for effective claims resolution.
  • Track and report claim trends and develop initiatives to manage service quality
  • Lead initiatives to improve claims efficiency, reduce leakage, and mitigate operational risks
  • Conduct regular team meetings, coaching and performance evaluations to direct reportees.
  • Ensure all claims practices are aligned with the Anti-Money Laundering (AML) Act, the Data Protection Act (DPA), and Insurance Regulatory Authority (IRA) guidelines.
  • Ensure screening and verification of claimants and beneficiaries, and escalate any red flags or fraud indicators in accordance with internal compliance policies

SKILLS AND COMPETENCIES

  • Expertise in life claims assessment and policy interpretation.
  • Strong team leadership and quality control skills.
  • Empathy and customer orientation in sensitive claim situations.
  • Analytical mindset and sound decision-making.
  • Excellent communication and stakeholder management.
  • Ability to work under tight deadlines and pressure

KNOWLEDGE & EXPERIENCE

  • 5+ years' experience in life claims function, with 2+ years in a supervisory or lead role
  • Strong knowledge of retail life products and systems

QUALIFICATIONS

  • Bachelor's degree in Commerce or a related field.
  • Professional certification (e.g., AIIK, ACII, ALMI) preferred

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Skills

Action Planning, Claims Management, Claims Settlement, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Insurance Product Management, Insurance Sales, Oral Communications, Presenting Solutions

Competencies

Action OrientedCollaboratesDrives ResultsEnsures AccountabilityFinancial AcumenInstills TrustManages ComplexityOptimizes Work Processes

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

27 November 2025 , 23:59

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