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
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
- 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
- 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
How to Apply
