Claims Manager

Application Deadline: 22 May 2019

How to apply: Email with your CV/resume and brief cover letter or e-mail introducing yourself with the subject line: Claims Manager

Location: Kampala, Uganda

Start Date: As Soon As Possible

About the Company:

Turaco’s mission is to be there for our customers in their times of greatest need by providing them insurance and credit products designed to work for them. Turaco is a financial services start-up in East Africa that is bringing a new model to health and risk financing for emerging customers. Turaco offers on-demand health loans so customers can get care at our network of clinics or hospitals and pay back over time. It’s like insurance, without the monthly premiums.

Position Summary:

Turaco is looking for a Claims Manager to be located in our Kampala office. The Claims Manager will lead a small, but growing team of Claims Officers responsible for fielding claims submissions from our customers, processing those claims with our underwriting partner(s), and from time-to-time, investigating claim requests. The Claims Manager should lead by example, working with customers, distribution partners, and the underwriter. They will track KPIs for the claims team to ensure Turaco delivers excellent customer service and timely and accurate claims processing. They will also suggest improvements to current operations, and be a part of on-boarding and operationalizing new distribution partners.

Key Roles and Responsibilities:

The Claims Manager must work with Operations Lead and the Claims Representative(s) to perform the following tasks in a highly professional manner:

Claims Administration

  • Work with the Claims team to provide timely response to claims reported by clients within defined turnaround times to ensure a high level of operational delivery quality.

  • Maintain accurate, up-to-date records of all claims notified in the claims management database (TACO) as well as all related soft and hard copy documentation.

  • Liaise with insurers to ensure valid claims are paid within agreed timelines. If a claim requires validation or investigation, liaise with all parties to further investigate claims for final resolution.

  • Demonstrate a high sense of empathy toward affected clients and clients’ staff in all claim-related interactions.

  • Prepare claims reports for clients and insurers per agreed timelines.

Policy Administration, training and on-boarding new distribution partners and team members

  • Maintain a working knowledge of Turaco’s products, policy documents and SLAs to ensure claims processing adheres to our commitments to our customers, underwriter(s) and distribution partners.

  • Work closely with the Operations Lead to track and report claims status and data.

  • As new distribution partners are formed, work with the Operations Lead to ensure claims officers are trained on new products, partners and processes.

  • Develop training materials and on-boarding materials to effectively train new claims officers as the team grows.

Team Management

  • Create a positive and encouraging team culture.

  • Keep the Claims Officers team happy, healthy and efficiently serving Turaco’s customers.

  • Help develop team members and identify areas for career advancement.

  • Regularly conduct performance reviews for members of the claims team.

  • Create opportunities for learning and special projects to challenge your team in what can become an otherwise monotonous job if only kept to claims processing.

Other Operations Related Tasks

  • Build a thorough understanding of all products and partnerships undertaken by Turaco.

  • Provide assistance to partners in resolving insurance related concerns. This may involve spending a day or two every week in the clients’ office.

  • Participate in training of clients’ staff and provide assistance where needed.

  • Keep an up-to-date log of all Turaco’s documents in management databases.

  • Build mastery of the regulatory environment for microinsurance in Uganda.

  • Report to management any new updates to the regulatory framework that (potentially) affect Turaco’s status and operations.

Key Qualifications & Your Profile:

  • Must hold an up-to-date COP in insurance valid in Uganda.

  • Two-to-four years of experience.

  • BSc/BA in Business Administration, marketing, healthcare administration, or other related field.

  • Strong interpersonal skills and an ability to build rapport with customers.

  • Experience leading a team a plus.

  • Empathetic and displays high emotional intelligence.

  • Hardworking with demonstrable examples of a strong work ethic.

  • Proficient in MS Office.

  • A customer-oriented attitude.

  • Problem-solving aptitude.

  • Proficient in English language – verbal and written communication and familiar with other regional languages.

  • Live Turaco’s values – care and protect our customers, do the right thing for our customers, and have fun!

Remuneration & Benefits:

Turaco offers a competitive salary and benefits commensurate with experience.