Job Title: Assistant Claims Manager
Department: Claims Department
Location: Blantyre
Reports To: Claims Manager
Job Type: Permanent (Renewable Contract)

Job Summary

The Assistant Claims Manager will support the Claims Manager in overseeing the end-to-end claims process for general insurance products (motor, fire, engineering, marine, liability, personal accident, etc.). This role ensures claims are handled efficiently, fairly, and in compliance with company policies, regulatory requirements, and industry best practices. The position involves team leadership, process improvement, stakeholder coordination, and contributing to a positive customer experience while controlling costs and minimizing fraud.

Key Responsibilities

• Assist in managing the daily operations of the Claims Department, including supervision of claims officers, adjusters, and support staff.
• Receive, register, investigate, and process claims promptly and accurately, ensuring all necessary documentation, site inspections, and third-party assessments are completed.
• Review and authorize claims settlements within approved limits; escalate complex, high-value, or disputed claims to the Claims Manager.
• Conduct or coordinate loss adjuster appointments, surveyor reports, defence lawyers and forensic investigations where required.
• Ensure compliance with all legal, regulatory, and internal policy requirements, including timely reporting and adherence to the Insurance Act and Data Protection Act.
• Negotiate with claimants, lawyers, repairers, and service providers to achieve fair and cost-effective settlements.
• Identify and investigate potentially fraudulent claims; collaborate with the fraud and risk management teams.
• Analyze claims trends, prepare management reports on claims ratios, reserving, and performance metrics.
• Contribute to the development and implementation of claims handling procedures, digital tools, and service standards to improve efficiency and customer satisfaction.
• Provide training, coaching, and performance feedback to junior claims staff.
• Maintain strong relationships with brokers, agents, policyholders, reinsurers, and external service providers.
• Handle customer complaints related to claims and ensure timely resolution.
• Support the Claims Manager in budgeting, resource planning, and departmental audits.
• Participate in special projects such as system upgrades, catastrophe response planning, or product development input from a claims perspective.

Qualifications and Experience

• Bachelor’s degree in Insurance, Risk Management or Business Administration.
• Minimum 5 years of relevant experience in general insurance claims handling, with at least 2–3 years in a supervisory or senior claims officer role.
• Strong knowledge of general insurance products, claims processes, and the Malawian legal and regulatory environment.
• Experience with motor, property, engineering and liability claims is essential.

Skills and Competencies

• Excellent leadership, team management, and interpersonal skills.
• Strong analytical, negotiation, and decision-making abilities.
• High integrity and attention to detail to manage fraud risks and financial exposure.
• Proficiency in Microsoft Office 365 Suite and insurance management software/systems.
• Outstanding written and verbal communication skills.
• Ability to work under pressure, meet deadlines, and handle multiple priorities.
• Customer-focused mindset with a commitment to service excellence.
• Valid driver’s license and willingness to travel.