Background information about the job or company (e.g., role context, company overview)

Apollo Group (Apollo Investments Limited)was an idea born from the need to harness synergies across the insurance business. Built on commitment, integrity and innovation, it has risen to be one of the leading financial groups in East Africa. Apollo Investments Limited (AIL) includes APA Insurance (Kenya and Uganda). It underwrites General Insurance risks ...

Responsibilities or duties

CLAIMS PERFORMANCE & PROFITABILITY

• Own and manage claims performance against loss ratio and cost targets
• Identify and address leakage drivers across the claims lifecycle
• Implement cost control initiatives across repairs, legal, and settlements
• Provide claims insights to support underwriting and pricingdecisions

END-TO-END CLAIMS MANAGEMENT

• Ensure efficient management of the full claims lifecycle:
• Notification (FNOL)
• Assessment and validation
• Settlement
• Recoveries
• Salvage management
• Improve turnaround times and claims outcomes
• Drive consistency in claims decision-making

LEGAL & LITIGATION MANAGEMENT

• Define and execute the company’s litigation and settlement strategy
• Manage and optimise external legal service providers
• Ensure effective handling of court matters and disputed claims
• Control and monitor legal costs and outcomes

RECOVERIES, SALVAGE & THIRD-PARTY MANAGEMENT

• Develop and implement strategies to maximise recoveries and salvage value
• Oversee relationships with third-party providers, including:
• Assessors
• Repairers
• Legal service providers
• Introduce and monitor performance standards and commercial accountability

DATA, REPORTING & ANALYTICS

• Ensure accurate and timely claims reporting and reserving
• Develop and utilise claims data to:
• Identify trends and risks
• Detect fraud, and inefficiencies
• Support management decision-making
• Provide regular performance updates to management and EXCO

GOVERNANCE, RISK & COMPLIANCE

• Ensure full compliance with:
• Regulatory requirements
• Internal policies and procedures, and recommend improvements
• Audit and actuarial recommendations
• Maintain strong controls and oversight across claims processes
• Ensure proper reserving discipline and file integrity

PROCESS IMPROVEMENT & TRANSFORMATION

• Continuously review and improve claims and legal processes
• Support the digitisation and automation of claims operations
• Partner with IT and business units to implement technology-enabled solutions

STAKEHOLDER MANAGEMENT

• Manage relationships with:
• Internal stakeholders (underwriting, finance, operations)
• External stakeholders (customers, brokers, lawyers, regulators)
• Serve as a key advisor on claims and legal risk matters

PEOPLE MANAGEMENT

• Lead, coach and develop the Claims and Legal team
• Drive a performance culture aligned to business outcomes
• Ensure appropriate skills, capacity and capability within the function

KEY PERFORMANCE INDICATORS (KPIS)

• Loss ratio performance (overall and by line of business)
• Claims turnaround time
• Legal cost as a percentage of claims cost
• Recoveries and salvage ratios
• Reduction in claims leakage and disputed claims
• Compliance and audit outcomes
• Customer experience indicators (where applicable)

CRITICAL SUCCESS FACTORS

• Ability to improve claims profitability in a challenging operating environment
• Strong control orientation and governance discipline
• Effective collaboration with underwriting and other business units
• Proactive management of litigation and high-risk claims
• Clear ownership and accountability for outcomes

Qualifications or requirements (e.g., education, skills)

ACADEMIC QUALIFICATIONS

• Bachelor’s degree in insurance, Law, Commerce, or related field

JOB SKILLS AND REQUIREMENTS

• Strong commercial and analytical capability
• Leadership and people management skills
• Decision-making and problem-solving ability
• Stakeholder management and communication skills
• High level of integrity and professional judgment
• Ability to drive change and process improvement

PROFESSIONAL QUALIFICATIONS

• ACII / AIIK or equivalent professional qualification
• Membership of a relevant professional body

Experience needed

EXPERIENCE

• Minimum 10 years’ experience in claims, with at least 4 years in a senior leadership role
• Proven experience in:
• Managing complex claims and litigation
• Driving claims performance and cost control
• Leading teams and operational improvement initiatives

• Own and manage claims performance against loss ratio and cost targets
• Identify and address leakage drivers across the claims lifecycle
• Implement cost control initiatives across repairs, legal, and settlements
• Provide claims insights to support underwriting and pricingdecisions
• Ensure efficient management of the full claims lifecycle: Notification (FNOL), Assessment and validation, Settlement, Recoveries, Salvage management
• Improve turnaround times and claims outcomes
• Drive consistency in claims decision-making
• Define and execute the company’s litigation and settlement strategy
• Manage and optimise external legal service providers
• Ensure effective handling of court matters and disputed claims
• Control and monitor legal costs and outcomes
• Develop and implement strategies to maximise recoveries and salvage value
• Oversee relationships with third-party providers, including: Assessors, Repairers, Legal service providers
• Introduce and monitor performance standards and commercial accountability
• Ensure accurate and timely claims reporting and reserving
• Develop and utilise claims data to: Identify trends and risks, Detect fraud, and inefficiencies, Support management decision-making
• Provide regular performance updates to management and EXCO
• Ensure full compliance with: Regulatory requirements, Internal policies and procedures, and recommend improvements, Audit and actuarial recommendations
• Maintain strong controls and oversight across claims processes
• Ensure proper reserving discipline and file integrity
• Continuously review and improve claims and legal processes
• Support the digitisation and automation of claims operations
• Partner with IT and business units to implement technology-enabled solutions
• Manage relationships with: Internal stakeholders (underwriting, finance, operations), External stakeholders (customers, brokers, lawyers, regulators)
• Serve as a key advisor on claims and legal risk matters
• Lead, coach and develop the Claims and Legal team
• Drive a performance culture aligned to business outcomes
• Ensure appropriate skills, capacity and capability within the function

• Strong commercial and analytical capability
• Leadership and people management skills
• Decision-making and problem-solving ability
• Stakeholder management and communication skills
• High level of integrity and professional judgment
• Ability to drive change and process improvement

• Bachelor’s degree in insurance, Law, Commerce, or related field
• ACII / AIIK or equivalent professional qualification
• Membership of a relevant professional body