Team Leader- Retail Claims and Benefits

3 days ago

Nairobi, Nairobi Area, Kenya Old Mutual Limited Full time 1,200,000 - 1,800,000 per year

Lets Write Africa's Story Together

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

Job Description

na

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

The Old Mutual Story

  • Claims Representative

    3 days ago

    Nairobi, Nairobi Area, Kenya The Cigna Group Full time 1,200,000 - 2,400,000 per year

    The job profile for this position is Claims Representative, which is a Band 1 Professional Career Track Role.Excited to grow your career?We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we...

  • team leaders

    3 days ago

    Nairobi, Nairobi Area, Kenya MOMENTUM Kenya Full time 1,200,000 - 3,600,000 per year

    Company DescriptionMOMENTUM Credit, established in March 2017, is dedicated to providing structured working capital solutions to individuals and Small Medium Enterprises (SMEs). As SMEs often face challenges in accessing financing, MOMENTUM Credit offers an alternative to traditional credit by focusing on making credit easily accessible. We believe in...

  • Inverter Team Leader

    7 days ago

    Nairobi, Nairobi Area, Kenya Sun King Full time 600,000 - 1,200,000 per year

    Inverter Team LeaderDepartment: EasyBuy Direct SalesEmployment Type: Permanent - Full TimeLocation: KenyaReporting To: Solar Inverter Business ManagerDescription Location: KenyaAbout the role:The role holder will ensure the driving of solar inverter sales and manage a network of commission-based agents within a defined area. This role includes identifying...

  • Inverter Team Leader

    3 days ago

    Nairobi, Nairobi Area, Kenya Sun King Full time $40,000 - $60,000 per year

    Inverter Team LeaderApplication Deadline: 5 November 2025Department: EasyBuy Direct SalesEmployment Type: Permanent - Full TimeLocation: KenyaReporting To: Solar Inverter Business ManagerDescription Location: KenyaAbout the role:The role holder will ensure the driving of solar inverter sales and manage a network of commission-based agents within a defined...

  • Assistant Legal Claims Officer

    5 days ago

    Nairobi, Nairobi Area, Kenya Britam Full time 300,000 - 600,000 per year

    Job PurposeReporting to the Legal SpecialistKey ResponsibilitiesReview documents and pertinent requirements regarding an insurance claim.Ensure that the insurance claim made by the claimant is complete in form and complies with the documentary requirements of an insurance claim.Advice customers regarding basic matters about their insurance coverage in...

  • Claims Representative-2

    2 weeks ago

    Nairobi, Nairobi Area, Kenya The Cigna Group Full time 360,000 - 1,080,000 per year

    We are looking for a detail-oriented Claims Representative to join our claims team. You will be responsible for verifying information and corresponding with agents and beneficiaries. You will also handle client inquiries, review policies, determine coverage, calculate claim amounts, and process payments.To be successful as a claim's processor, you should...

  • Claims Representative-2

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Cigna Healthcare Full time 1,200,000 - 2,400,000 per year

    We are looking for a detail-oriented Claims Representative to join our claims team. You will be responsible for verifying information and corresponding with agents and beneficiaries. You will also handle client inquiries, review policies, determine coverage, calculate claim amounts, and process payments.To be successful as a claim's processor, you should...

  • Team Leader

    2 weeks ago

    Nairobi, Nairobi Area, Kenya APEX COLLECTIONS AFRICA Full time 1,200,000 - 2,400,000 per year

    Company Description Apex Collections Africa Limited provides professional receivable management solutions forboth financial and commercial markets and focus on maximizingclients' cash flow management and credit control aspects. Job Description Key ResponsibilitiesTeam Management• Supervise and coordinate daily activities of the debt collection team to...

  • Junior Claims Assessor

    1 week ago

    Nairobi, Nairobi Area, Kenya Carepay Full time $1,200 - $6,000 per year

    ABOUT CAREPAY:In 2015, the CarePay platform launched the mobile health wallet under the brand M-TIBA in Kenya. Combining mobile technology and -money so people could save up for future hospital expenses. Since then the platform grew to become the digital connector between the healthcare payers, providers, and members. Covering the end-to-end health insurance...

  • Partnerships Development Team Leaders

    3 days ago

    Nairobi, Nairobi Area, Kenya Madison Group Kenya Full time 900,000 - 1,200,000 per year

    Partnerships Development Team LeadersVarious RegionsAbout UsMadison Life Assurance Kenya is a trusted name in insurance and financial services. We are committed to delivering innovative solutions and building strong, long-lasting partnerships that grow our presence and impact across the country. We are looking for dynamic and results-driven Partnership...