Deputy Claims Manager

WE ARE HIRING

General Alliance Insurance Limited is seeking a highly motivated and experienced professionals to join our team! As a leading insurance provider, we offer a dynamic and supportive work environment, opportunities for growth and development, and a chance to work with a diverse range of clients. If you have the passion and a proven track record of success, we invite you to apply for the following exciting opportunities.

DEPUTY CLAIMS MANAGER – HEAD OFFICER, BLANTYRE

Reporting to the Claims Manager, the Deputy Claims Manager will deputize the Claims Manager in overseeing the company’s claims management operations, ensuring claims are handled efficiently, fairly, and in compliance with the Insurance Act, industry regulations, and company policies. This role involves managing the claims department, supervising claims staff, providing guidance on complex claims, ensuring compliance with regulatory and internal standards, and driving performance improvements. The Assistant Claims Manager will be accountable for optimizing the claims process, managing claim settlements, reducing fraud risk, and enhancing customer satisfaction.

Key Responsibilities

1. Claims Operations Management

• Claims Oversight: Oversee and ensure the efficient and timely processing of claims across all lines of business, including motor, non-motor (property, casualty etc.), and any specialized insurance products.
• Claims Strategy & Process Optimization: Develop and implement strategies to improve the efficiency and effectiveness of the claims management process, from initial claim receipt to final settlement.
• Claims Escalation: Address and resolve complex claims or disputes escalated from the claims team, ensuring a resolution in line with company policies and regulatory requirements.
• Team Management: Lead, mentor, and motivate a team of claims professionals, providing guidance on technical claims issues, customer service best practices, and performance targets.
• Claims Cost Management: Monitor and manage claims costs to ensure claims are processed in a cost-effective manner while maintaining service excellence.

2. Compliance and Regulatory Adherence

• Insurance Act Compliance: Ensure that all claims are handled in accordance with the Insurance Act and relevant local regulations. Stay up to date with changes in regulatory requirements and adjust internal processes as needed.
• Internal & External Audits: Prepare for and participate in internal and external audits related to claims, ensuring that all claims files are compliant and meet audit requirements.
• Fraud Prevention & Risk Management: Develop and enforce fraud detection and prevention strategies to minimize fraudulent claims, including collaboration with internal and external stakeholders on investigations.

3. Claims Settlements & Customer Service

• Claims Settlements: Oversee the review and approval of claims settlements to ensureaccuracy and alignment with policy terms and conditions.
• Customer Experience: Ensure high levels of customer satisfaction by monitoring the responsiveness, professionalism, and fairness of claims handling. Implement improvements based on feedback.
• Communication & Reporting: Provide regular updates to senior management regarding claims performance, trends, and any significant issues. Communicate with customers as necessary, especially for high-value or complex claims.

4. Claims Team Performance Management

• KPI Development & Monitoring: Establish and monitor Key Performance Indicators (KPIs) for claims team performance, ensuring alignment with company objectives and strategic goals.
• Training & Development: Identify training needs within the claims department and coordinate professional development programs to enhance team skills in claims handling, customer service, and compliance.
• Performance Appraisal: Conduct regular performance reviews, set clear objectives, and provide constructive feedback to claims team members to foster continuous improvement.

5. Reporting & Data Analysis

• Claims Analysis & Reporting: Generate and analyze claims data to identify trends, patterns, and areas for process improvement. Report on claims statistics, claims reserves, claims costs, and settlements to senior management.
• Claims Forecasting: Work with the finance department to forecast claims reserves and assess the impact of claims on financial performance.6. Stakeholder Relationship Management
• Third-party Relationships: Develop and maintain relationships with third-party service providers, including adjusters, repair facilities, medical providers, and legal firms, to ensure efficient claims processing and settlement.
• Legal Coordination: Work closely with the legal team to manage litigation and claims-related legal matters, ensuring the company’s interests are protected.

Required Qualifications:

• A degree in Insurance, Business Administration, Risk Management, or a related field.
• Professional insurance qualifications (e.g., AIIA, CII) or certification in claims management ispreferred.
• In-depth knowledge of the Insurance Act, regulatory frameworks, and claims managementbest practices.
• At least 5-7 years of experience in insurance claims management, with a proven track recordof successfully managing a team and handling complex claims.
• Prior experience in a leadership or managerial role within the claims department of aninsurance company is required.
• Experience in insurance claims management (Motor, property, Casualty etc.) is highlydesirable.
• Strong understanding of claims processes, claims systems, and the insurance industry.
• Proficiency in claims management software and Microsoft Office Suite.
• Ability to analyze claims data and prepare reports for senior management.
• Strong leadership skills with the ability to manage, motivate, and develop a team.
• Excellent verbal and written communication skills to interact effectively with internal teams,customers, external service providers, and regulatory bodies.
• Strong negotiation skills to manage settlements and resolve disputes.
• Ability to make well-informed decisions under pressure while balancing customersatisfaction, regulatory compliance, and company interests.
• Strong analytical skills to assess claims, identify trends, and implement solutions to improvethe claims process.

Interested applicants are requested to submit their applications, CV, educational qualifications, names and contact telephone numbers of at least three traceable referees preferably one of whom you have reported to recently, to:info@generalalliancemw.com and copy frontdesk@generalalliancemw.com

Closing date for receiving applications is Friday, October 24, 2025. Only shortlisted candidates will be contacted.