Claims Operations Manager

Who we Are: Africa Specialty Risks (ASR) is enabling sustainable economic development by fulfilling unmet insurance needs. Our platform provides local underwriting expertise, an unparalleled distribution network and access to global capacity. Founded in the heart of Africa and with offices across the continent and the Middle East, we provide regional market knowledge, data insights, and technical proficiency for capital partners who are looking to increase their presence in growth markets. We also participate on each and every risk we underwrite with balance sheets in Bermuda, Mauritius and through Syndicate 2454 at Lloyd’s. ASR is committed to accelerating business growth by providing customised service and innovative insurance products to enable development. Role Purpose: Reporting to the Head of Claims, you will support the team of claims adjusters by developing and maintaining an effective operating environment with systems and processes suitable for managing a portfolio of large & complex (re)insurance claims across multiple lines of business arising from different legal entities & methods of placement. As a valued member of our collaborative claims team supporting our various underwriting platforms, you will develop and implement our claims operational vision in support of the team’s objectives to deliver a first class claims handling service to our clients and brokers. This role involves working in partnership with colleagues across the organisation, including underwriters, actuaries & finance, and representing ASR in meetings with service providers and outsourcing partners. The role involves actively participating in the day-to-day running of the Claims Department, taking responsibility for managing all operational aspects of the claims function, including oversight of systems, procedures, controls, data and reporting. The role also requires an ability to manage projects on behalf of claims. Including drafting requirements and procedural documentation, PowerPoint presentations, constructing test plans and producing training materials. Role

Responsibilities:
- Support the Head of Claims in building out a claims function capable of delivering an African-centric claims service, utilising experience in claims operations to ensure a first-class claims service is provided to our (re)insureds.
- Work with the Head of Claims and others to create the future best practice claims process vision, identifying key technologies to minimize risk factors and ensure service delivery is best in class.
- Building, developing, and maintaining close working relationships – both internally (Underwriting, Operations, Finance, Actuarial) and externally (brokers, capacity providers, outsourcing partners), ensuring a consistently high standard of service is maintained.
- Ensure claims procedures, controls and guidelines (including but not limited to ASR’s Claims Philosophy and Claims Handling Guidelines) are fully documented and maintained as operational enhancements are implemented, with a focus on greater efficiency.
- Ensure key risks arising from the claims function are included on the Enterprise Risk Register and that effective controls are in place to mitigate those risks.
- Work with Head of Claims to develop a suite of claims reports and dashboards with appropriate KPIs to monitor performance of the claims function.
- Responsible for routine internal & external reporting (inc. ad hoc updates), including management reporting, regulatory reporting and ownership for production of reporting to our Capacity Providers (including cash calls where required).
- Take responsibility as business owner for claims systems; act as the focal point for change requests and be seen as the claims SME / expert user for all claims related software platforms.
- To undertake continuing professional development as appropriate to ensure operational & systems knowledge is maintained and updated, especially in relation to development of AI.
- An ability to continually look to improve process to gain operational efficiencies wherever possible using new technology, ensuring the Claims function operates at an optimal level whilst ensuring that the necessary control environment operates in an effective manner.
- To support and provide guidance to less experienced members of the Claims Team, ensuring procedures and controls are operated as intended.
- Maintain network of claims operations peers working at competitor organisations through attendance at market forums, user groups and LMA committees; maintain awareness of developments in market systems e.g. Blueprint 2, ACORD messaging etc.
- Undertake other ad
- hoc tasks as determined by the head of claims in support of the overall development of the Claims Function and the broader business goals of ASR. Skills &

Experience:
Essential:
- Track record of delivery in claims operations.
- Strong communication skills, both written and oral.
- Strong IT literacy – particularly advanced user of MS Office & claims software systems.
- Experience of building reporting suites/dashboards using Power BI (or similar).
- Experience of agile project management, systems implementations and claims transformation programs.
- Experience of documenting procedures, controls and ability to construct process charts in Visio.
- Good time management.
- Ability to work under pressure and prioritise work accordingly.
- Detail-oriented with a strong commitment to accuracy and integrity with good problem-solving skills.
- Self-motivated whilst being a team player (both within Claims function & the wider ASR group).
- Work collaboratively and establish trusted relationships.
- Ability to actively consider and support broad business goals across ASR.
- Proactively identifies and attempts to resolve issues.
- Adaptability and willingness to participate in new projects that support the aims of the claim function within ASR group. Desirable:
- CII qualification or progression towards same.
- Awareness of technical claims handling across different lines of business underwritten within the ASR group.
- Knowledge of the African and MENA region insurance markets
- Experience of working within a Lloyd’s/London Market Claims Operation including use of ECF/IMR, and London Market Messaging
- Experience of London Market Policy Administration Systems (e.g. Advantage Go Navigator)
- Experience of working within an MGA/Coverholder claims unit producing claims bordereau
- Experience of both direct and reinsurance lines of business
- Be multi-lingual, with French or Arabic knowledge.