Claims Manager

Gaborone, Botswana

Are you a dynamic and experienced professional in the insurance industry,    ready to lead and innovate? 

We are looking for a Claims Manager to drive excellence in our Claims Department, contributing to the achievement of our annual objectives and maintaining the highest standards of customer service.

About the Role:

As the Claims Manager, you will be at the forefront of our strategic vision, reporting directly to the Chief Executive Officer. Your primary responsibilities will include implementing the claims strategy, providing effective leadership, and ensuring the efficient operation of the claims team.

Key Objectives and Responsibilities:

  • Ensure timely and quality service to customers, fostering positive relationships.
  • Review and maintain accurate reserves in alignment with economic and legal environments.
  • Budget, monitor, and control departmental costs, ensuring adherence to set budgets.
  • Set and monitor customer care/service standards for the company.
  • Improve 3rd Party collections for Alpha Direct.

Key Results Areas:

Your role will encompass overseeing claims processes, authorizing settlements, and managing relationships with service providers. Key areas of focus include:

  • Efficient claims processing and settlement
  • Regular business meetings with service providers
  • Weekly claims reports
  • Staffing, strategic planning, and operational execution
  • Financial data analysis for loss ratios, severity, and frequency
  • Salvage & Recoveries and Large & Complex claims management
  • Customer focus, service excellence, and query resolution
  • Quality control through auditing and reporting

Strategic Leadership:

  • Proactively respond to business opportunities and challenges.
  • Ensure the efficient handling of insurance claims, meeting customer expectations and company objectives.

Operational Excellence:

  • Oversee Claims processing, settlement, and requisition authorization.
  • Conduct regular business meetings with service providers to ensure compliance and adherence to Service Level Agreements. 
  • Prepare comprehensive claims reports for management and provide insights for risk review.

Financial Management:

  • Annually Budget and monitor financial resources for the department.
  • Analyze loss ratios, and frequency to drive sustainable and profitable operations.
  • Implement initiatives to reduce the average cost of claims through vendor utilization and savings strategies.

Customer satisfaction:

  • Ensure quality and timely service to maintain positive customer relationships.
  • Set and monitor customer care/service standards for the company.

Efficiency and Control:

  • Oversee claims process flows for efficiency.
  • Implement effective control and monitoring of leakage across the claims value chain.

Team Leadership and Development:

  • Foster a collaborative and cooperative team environment.
  • Effectively manage staffing and provide leadership for the claims department.
  • Annual Performance Evaluations and Quarterly Check-ins 


  • Planning & organizational skills
  • Complex claims handling and legal knowledge
  • Analytical skills and attention to detail
  • Interpersonal and communication skills (verbal and written)
  • Effective delegation and leadership
  • Teamwork and positive attitude
  • Ability to work under pressure
  • Inclusive, strategic, and global thinking
  • Integrity and ethical values
  • Strong interpersonal and communication skills
  • Competence in planning and organizing departmental functions
  • Proficient in Microsoft Word, Excel, and PowerPoint

Qualification Requirements:

  • Bachelors Degree in Risk, Business, Management or any related qualification. 
  • An Insurance Professional qualification ACII or Higher. 
  • Active membership in any recognized Insurance body
  • 5-8 years’ experience in the Insurance Industry, with 3 years in middle management leadership.

Join us in creating an environment that fosters teamwork, innovation, and excellence. If you are ready to make a significant impact , we invite you to apply and be part of our journey.