Overall Purpose of the Job

Reporting to the Manager – Business Retention, the Relationship Manager is responsible for maintaining Customer Service levels within the stipulated quality standards.

Key Responsibilities


Implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
Complaints and Query Management – Receive and Resolve client issues and... provide feedback in a timely manner
Scheme Performance Management – Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
Manage Claim Reimbursements in conjunction with Claims department and ensure Reimbursement Cheques are delivered to clients.
Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Post Hospitalizations etc.
Receive and dispatch client documents and monitor receipt.
Communicate pertinent information to the clients on a regular basis.
Compile weekly, monthly, quarterly and annual reports as required.
Monitoring and evaluation of compliance with operating standards of the company.
Identify and recommend process improvements to enhance Customer Satisfaction.
Any other duties as assigned by the supervisor.


Education, Experience & Competencies


University Degree
Insurance professional qualification
5 years of appropriate experience in Relationship Management and Customer Service, Sales and Marketing Ms Office
Proficiency in: Word, Excel, PowerPoint
At least 5 years’ experience in Relationship Management and Customer facing role with good performance track record in Insurance Industry
Knowledge in medical and General Insurance underwriting more

Overall Purpose of the Job

Reporting to the Supervisor Contact Centre, the Contact Centre Nurse is responsible for providing high-quality customer service with respect to medical and general customers.

Key Responsibilities


Handling customers’ queries, complaints, and instructions received through all communication channels e.g. Calls, Emails etc, within a 24-hour coverage. 
Drive... progress towards the goal to reduce operational costs and increase the total number of customers via retention by answering calls in a professional and informative manner.  
Issuance of both Inpatient (IP) and outpatient (OP) approvals for admissible requests for insured members within the policy guidelines, and as per the approved SLA. 
Adherence to admission and discharge protocol for claims reserve, authorized cost, cover benefits and duration. 
Assisting Care Managers in case management, evacuation and emergency response processes. 
Communication with stakeholders on the management of cases and financial liability through calls and emails. 
Respond to queries from clients, intermediaries, and service providers by answering telephone calls, interviewing clients, and verifying information as well as liaising with Care Managers and Underwriters on the scope of cover for the various schemes benefits. 
Escalate Customer queries to the relevant job role where necessary. 
Maintain a professional ambience at all times, especially while discharging official duties. 
Maintain and improve quality results by adhering to standards and Customer Experience guidelines.  
Maintain the communication process by logging in 90% of interactions through CRM (Customer Relationship Management) for visibility. 
Promote the AAR insurance’s Customer Service Charter. 
Support all internal and external AAR insurance medical and general business activities and those of stakeholders. 
Any other duties as may be directed by the management from time to time. 


Education, Experience & Competencies


Bachelor’s Degree/Diploma in Nursing (KRCHN), Health Management or in a related field. 
Possession of Health System Management qualifications would be an added advantage.
Kenya Registered Nurse/Kenya Registered Community Health Nurse. 
2-3 years’ relevant experience in Care Management with a medical underwriter. 
Experience in a medical/insurance Call Centre unit will be an added advantage. 
Good analytical, reporting, presentation and problem-solving skills. 
Ability to handle sensitive and confidential information discreetly. 
Emotional intelligence. 
Strong organizational skills; ability to prioritize work and meet deadlines. 
Computer literacy (MS Word, PowerPoint and Excel expert). 
Planning and organizational skills. 
Understanding of the working environment. 
Regulatory compliance (Basic knowledge of regulations by AKI and IRA). more

Key Responsibilities

Product & Project Management


Lead the planning, execution, and delivery of key product and project initiatives.
Define project scope, goals, and deliverables in collaboration with stakeholders.
Ensure product roadmaps align with business objectives and customer needs.
Track and manage project timelines, budgets, and resource allocation.
Identify and mitigate... risks to ensure seamless project execution.
Facilitate regular reviews with leadership teams to assess progress on strategic goals and projects.


Stakeholder Management


Act as a bridge between business, technology, and operations teams.
Engage with senior leadership to provide updates and align on priorities.
Facilitate collaboration between internal and external stakeholders.
Prepare and deliver reports, presentations, and dashboards to communicate project updates and strategic performance.
Organize and facilitate workshops, meetings, and brainstorming sessions to align project execution with strategic goals.


Process Optimization & Delivery Excellence


Implement best practices for efficient product and project delivery.
Continuously Monitor, Assess and improve workflows, ensuring agility and responsiveness.
Optimize delivery frameworks such as Agile, Scrum, or Waterfall where applicable.


Performance Monitoring & Reporting


Track and analyse key performance indicators (KPIs) for product success and project efficiency.
Provide data-driven insights and recommendations for continuous improvement.
Ensure compliance with regulatory and organizational policies.


Education, Experience & Competencies


Holder of a Bachelors degree in business, IT, Project Management, or a related field.
A Master’s degree is an added advantage.
Professional qualifications in Project Management Certification such as PMP, CSM, PRINCE2, SAFe preferred
Possess at least 5+ years of experience in product management, project or program management.
Strong knowledge on Agile, Scrum, and project management methodologies.
Strong problem-solving, analytical, and decision-making skills.
Excellent interpersonal and communication skills,
Ability to work independently and with the ability to influence stakeholders at all levels more

Overall Purpose of the Job

Business Development Officer is responsible for managing and delivering Sales and Marketing strategies and initiatives to drive the achievement of business revenue targets. The role involves business acquisition, team management, and continuous assessment to align with the company’s goals and regulatory requirements.

Key Responsibilities


Procure and solicit... business on behalf of the company to meet and exceed premium targets.
Focus on Retail, SME and GI from intermediaries and personal sales.
Recruitment, Training and Motivation of Intermediaries to meet assigned budgets.
Developing and implementing solid business plan and laying strategies for acquisition of new business and retention of existing business.
Adhere to all applicable laws, Insurance Regulatory Authority (IRA) guidelines, and market conduct standards.
Obtain and maintain all necessary licenses, including IRA certification.
Observe data protection Act and AML
Maintain confidentiality of client information and convey accurate client information to the company.
Collect and verify client Know Your Customer (KYC) documents as required.
Grow relationship with various stakeholders including clients and intermediaries
Planning and attending service meetings with clients in support of intermediaries.
Ensuring service queries for the signed up intermediaries and clients are well addressed and timely feedback provided.
Uphold and promote the company’s image and brand in all interactions.
Organize and participate in company approved engagements and activations
Continually monitor the effectiveness of the integrated sales and marketing strategy and suggesting / implementing corrective actions where appropriate.
Avoid directly or indirectly disclosing company or client confidential information without authorization.
Ensure no premium or other monetary collections are made from clients directly to the unit manager.
Adhere to the code of conduct for unit managers.


Education, Experience & Competencies


Possess a Diploma In insurance, COP or any other professional qualification in insurance.
Bachelor’s degree will be added advantage.
At least 3 years of practical Sales & Marketing or Business Relationship Management with proven performance track (Preferably in the insurance business).
Proven experience in team management, sales, and business development.
Strong understanding of insurance regulatory requirements.
Excellent communication, leadership, and organizational skills.
Ability to coach, motivate, and assess performance effectively. more

Overall Purpose of the Job 
Reporting to the Supervisor Case Management, the Care Manager will ensure quality and efficiency in case management as well provide quality medical service delivery to all our clients. 
Key Responsibilities 

Handling the emergency office lines and responding to clients queries as they arise on a 24/7 basis. 
Negotiate rates and treatment protocols with providers... with a view to keeping claims below 60%. 
Implement all care management protocols and ensure that all procedures of the company are adhered to in adjudication resulting in accurate medical assessment, interpretation and intervention. 
Manage the workflow process from pre-authorization, case management and necessary system updates for claim processing. 
Implement and oversee the pre-existing & chronic disease management program, follow up of clients after discharge from hospital with a view of cost management for the company and the clients. 
Daily follow-up (Calling/Visits) of all hospitalized clients, to provide advice on coverage and care, manage end to end admission and discharge process of all clients. 
Prepare daily case management reports on admissions with detailed analysis for discussion and planning with action that favor the company as per the scheme rules and guidelines. 
Report on all admissions and issue relevant communication/letters for approved cases to all parties involved. 
Monitor cost of treatment at the various providers and advise underwriting department, and management on the most cost-effective providers to use. 
Communicate in a timely manner all rejections, deductions or declines to service providers and members with documentary evidence of the same.
Clients presentations and member education on wise benefits utilization & risk management.
Liaising with our underwriting section on scope of cover for various schemes.

Education, Experience & Competencies 

Holder of a Bachelor’s degree preferably in Nursing or Clinical Medicine.
Possess at least 5 years relevant experience. 
Demonstrate a good understanding of case management. 
Proficient in the use of Microsoft office suite and packages. 
High level of Emotional Intelligence. 
Excellent Communication and Interpersonal skills. 
Customer focused with strong problem solving skills
Professional Insurance Certification (COP or Diploma in Insurance) is an added advantage
Good interpersonal skills and a team player

Why Join Us:

A dynamic and supportive work environment.
Opportunities for professional growth and career advancement.
Competitive salary and benefits package.
Being part of a leading insurance company committed to innovation and excellence. more

Overall Purpose of the Job
Reporting to the Principal Officer, the incumbent will be responsible for ensuring sound and disciplined Underwriting, Reinsurance, Key Account management and implementation of the set risk-based rating models within the business. Ensuring the efficient and accurate assessment of risks, and maintaining the company’s underwriting standards.
The incumbent is will also... support in developing and implementing underwriting and reinsurance policies, and collaborating with other departments, including managing a team of underwriters, technical and reinsurance staff to achieve business objectives.
Key Responsibilities
Risk Assessment and Underwriting:

Work closely with and support the Business Development teams in business acquisition to ensure acquisition of business and in compliance with risk based pricing as aligned to underwriting guidelines.
Analyze risk factors and determine appropriate coverage terms, premiums, and conditions while implementing an evaluation of new and renewal businesses as per delegated underwriting authority.      
Focus on the growth of the profitable property insurance classes such as fire, engineering, marine and political violence and terrorism (PVT).
Ensure adherence to underwriting guidelines and standards.

Reinsurance Management:

Develop and implement reinsurance strategies to optimize risk management and capital efficiency. Oversee collection, clean-up and presentation of reinsurance data to reinsurers/reinsurance brokers to ensure the company continues to have in place a robust and optimal reinsurance program
Manage reinsurance relationships and negotiate reinsurance treaties and facultative placements.
Monitor and analyze reinsurance arrangements to ensure they are cost-effective and align with the company’s risk appetite
Co-ordinate request to reinsurers on ‘special acceptances’, waivers and fronting across the region
Review facultative placement partners and recommend changes based on their underwriting philosophy and pattern of reciprocity.
Ensure adherence of all regulatory requirements with regards to our reinsurance arrangement.

Team Management:

Lead, mentor, and manage a team of underwriters/reinsurance/technical officers to ensure productivity and high performance.
Provide training and development opportunities to team members.
Ensure appropriate staffing levels, effective performance management and motivation of staff.

Policy Development:

Review and recommend changes in Underwriting and Reinsurance policies, procedures and guidelines/philosophy as necessary to align with industry best practices and regulatory requirements
Ensure compliance with internal and external regulations.

Collaboration and Communication:

Work closely with the sales, claims, and actuarial departments to support business development and risk management strategies.
Communicate underwriting and reinsurance decisions and guidelines clearly to stakeholders.

Data Analysis and Reporting:

Monitor and analyze underwriting and reinsurance data to identify trends and opportunities for improvement.
Oversee collection, clean-up and presentation of reinsurance data to reinsurers/reinsurance brokers to ensure the company continues to have in place a robust and optimal reinsurance program
Prepare and present regular reports on underwriting and reinsurance performance to senior management.

Customer Service:

Provide exceptional customer service by addressing inquiries and resolving issues related to underwriting and reinsurance decisions.
Maintain positive relationships with brokers, agents, reinsurers, and clients.

Product Development and reviews;

Participate/lead in the Product Reviews Committees/work-streams for both repackaged and new products

Education, Experience & Competencies

Holder of a Bachelor’s degree in Business, Finance, Insurance, or a related field.
Professional Certification in insurance (e.g., ACII, AIIK).
Possess a minimum of 10 years of experience in underwriting and reinsurance, with at least 5 years in a managerial role.
In-depth knowledge of insurance principles, underwriting processes, reinsurance markets, and regulatory requirements.
Possess strong analytical and decision-making skills.
Excellent communication, negotiation, and interpersonal skills.
Proficiency in using underwriting and reinsurance tools and software and Microsoft Office Suite.
Ability to work under pressure and meet tight deadlines.
Demonstrate high level of integrity and attention to detail. more

Overall Purpose of the Job
Reporting to the Supervisor Contact Centre, The Contact Centre Nurse will ensure the provision of high-quality customer service with respect to medical and general customers.
Key Responsibilities

Handling customers’ queries, complaints, and instructions received through all communication channels e.g. Calls, Emails within a 24-hour coverage.
Drive progress towards... the goal to reduce operational costs and increase the total number of customers via retention by answering calls in a professional and informative manner. 
Issuance of both Inpatient (IP) and outpatient (OP) approvals for admissible requests for insured members within the policy guidelines, and as per the approved SLA.
Adherence to admission and discharge protocol for claims reserve, authorized cost, cover benefits and duration.
Assisting Care Managers in case management, evacuation and emergency response processes.
Communication with stakeholders on the management of cases and financial liability through calls and emails.
Respond to queries from clients, intermediaries, and service providers by answering telephone calls, interviewing clients, and verifying information as well as liaising with Care Managers and Underwriters on the scope of cover for the various schemes benefits.
Escalate Customer queries to the relevant job role where necessary.
Maintain a professional ambience at all times, especially while discharging official duties.
Maintain and improve quality results by adhering to standards and Customer Experience guidelines. 
Maintain the communication process by logging in 90% of interactions through CRM (Customer Relationship Management) for visibility.
Promote the AAR insurance’s Customer Service Charter.
Support all internal and external AAR insurance medical and general business activities and those of stakeholders.
Any other duties as may be directed by the management from time to time.

LEVEL OF EDUCATION & EXPERIENCE:

Holders of a Bachelors Degree/Diploma in Nursing (KRCHN), Health Management or in a related field.
Possess at least 2 years’ relevant experience in Care Management with a medical underwriter.
Possession of Health System Management qualifications would be an added advantage.
Experience in a medical/insurance Call Centre unit will be an added advantage.
Should be a Kenya Registered Nurse/Kenya Registered Community Health Nurse. 

OTHER COMPETENCIES:

Good analytical, reporting, presentation and problem solving skills.
Excellent communication and interpersonal skills.
Results Oriented, customer-focused. 
Ability to handle sensitive and confidential information discreetly.
High level of emotional intelligence.
Strong organizational skills; ability to prioritize work and meet deadlines.
Proficient in the use of Microsoft Office suite.
Good understanding of regulatory compliance (Basic knowledge of regulations by AKI and IRA). more

Overall Purpose of the Job
Reporting to the Manager Reinsurance & Non-Medical, the Reinsurance Officer will be responsible for all phases of reinsurance arrangement, accounting and reporting, from the initial phases of treaty development, coordination with third parties, monthly processing and recognition of appropriate assets liabilities, income and expenses items and periodic reporting,... quotations and recoveries.
Key Responsibilities

Assist in preparation of presentations and written reports to keep Management informed of company reinsurance status/positioning and provide proposed or possible reinsurance direction recommendations to Senior Management.
Assist to oversee the execution of special projects designed to implement process changes driven by the provisions of the reinsurance contracts. 
Ensure optimal set up of reinsurance treaty parameters in the system for AIK after every treaty renewal period.
Enhance analysis processes and controls to support complete, timely and accurate reinsurance reporting, both statutory, and for management
Enhance data accumulation and generate reports to support the reinsurance processes.
Direct efforts to implement analytical review procedures that serve as a key control for the quarterly close process  
Enhance and maintain fluid working relationships with internal and external customers and service providers, including the external reinsurers and brokers, regional offices and AIK consumer departments
Ensure compliance with IRA reinsurance requirements, and other AIK requirements and audit processes.
Prepare Quarterly statements in liaison with Finance for onward submission to the reinsurers.
Continuous Excess of Loss claims recovery from the reinsurers.
Making sure that the Company is not exposed through facultative placement of any risk accepted that exceeds the Company’s Gross capacity.
Analyze and develop effective responses to audit findings - Audit Differences; Control Deficiencies; Management Letter Comments and develop and execute action plans to remedy any process deficiencies that arise. 
Assist in Underwriting and claims of Special Non-medical classes of insurance including Marine and other classes as may be assigned.
Any other duties as may be assigned from time to time.

Education, Experience & Competencies

Holder of a Business related Bachelor’s degree. 
Holder of a Diploma in Insurance.
Have at least 2 years relevant experience.
Demonstrate a good knowledge of reinsurance processes, treaties and administration software’s will be an added advantage. 
Ability to produce in a fast-paced environment while addressing projects and responsibilities effectively.
Excellent Communication and Interpersonal skills.
Customer focused with strong problem solving skills. more

Overall Purpose of the Job

Reporting to the Supervisor Case Management, the Care Manager will ensure quality and efficiency in case management as well provide quality medical service delivery to all our clients. 

Key Responsibilities

Handling the emergency office lines and responding to clients queries as they arise on a 24/7 basis.
Negotiate rates and treatment protocols with providers... with a view to keeping claims below 60%.
Implement all care management protocols and ensure that all procedures of the company are adhered to in adjudication resulting in accurate medical assessment, interpretation and intervention.
Manage the workflow process from pre-authorization, case management and necessary system updates for claim processing.
Implement and oversee the pre-existing & chronic disease management program, follow up of clients after discharge from hospital with a view to securing savings for the company.
Daily follow-up (Calling/Visits) of all hospitalized clients, to provide advice on coverage and care, manage end to end admission and discharge process of all clients.
Prepare daily case management reports on admissions with detailed analysis for discussion and planning with action that favor the company as per the scheme rules and guidelines.
Report on all admissions and issue relevant communication/letters for approved cases to all parties involved.
Monitor cost of treatment at the various providers and advise underwriting department, and management on the most cost effective providers to use. 
Communicate in a timely manner all rejections, deductions or declines to service providers and members with documentary evidence of the same.

Education, Experience & Competencies

Holder of a Bachelor’s degree preferably in Nursing, 
Have at least 5years relevant experience.
Demonstrate a good understanding of case management.
Proficient in the use of Microsoft office suite and packages.
High level of Emotional Intelligence.
Excellent Communication and Interpersonal skills.
Customer focused with strong problem solving skills. more

Overall Purpose of the Job
Reporting to the Group CEO (administratively) and to the Chair – Audit Committee (functionally), the Head of Internal Audit will be responsible for conducting internal audits in line with the approved audit plan(s) or as requested by the Audit Committee and or the Board.
KEY PERFORMANCE AREAS

Develop the internal audit annual work plan for approval by the Board’s... Audit Committee.
Implement, manage, and maintain an effective/comprehensive internal audit assurance plan based on a comprehensive risk assessment process.
Adhere to the approved annual work plan in a flexible manner to ensure that internal auditing dynamically addresses enterprise risks, ensuring appropriate coverage for critical processes of the company.
Provide internal audit support to subsidiary companies in all jurisdictions where AAR Insurance has operations.
Identify and critically evaluate elements of governance and risk management in the service, and design appropriate risk management and mitigation strategies for implementation.
Plan, implement, and maintain internal audits in accordance with international standards on the professional practice of internal audit, and the company’s audit methodology. Determine standards to evaluate internal control processes, including the suitability of internal control designs.
Develop detailed audit programs based on the documented procedures and best practices, for each identified audit project, giving special attention to potential risk areas.
Present the internal audit plan to the Audit Committee committee of the board for approval and provide regular reporting on the progress of executing the plan to the audit committee, as well as the subsidiaries management and Group CEO.
Carry out detailed audit tests on all the Group’s operations based on standard audit programs in accordance with the approved Annual Audit Plan. This includes a review of operations, highlighting areas of internal control weakness, and making recommendations to improve efficiency.
Ensure detailed audit tests are performed on all the business operations based on Standard audit programs in accordance with the approved annual audit plan. This includes recommendations to improve efficiency.
Perform and control the full audit cycle including risk management and control management over operations’ effectiveness, financial reliability, and compliance with all applicable directives and statutory regulations.
Determine internal audit scope for particular assignments.
Maintain open communication with management and other stakeholders eg External Auditor.
Develop new continuous improvement initiatives, and evaluate the adequacy of internal control systems.
Gather adequate audit evidence to support findings and suggestions for improvement.
Implement an appropriate method for gathering audit evidence, depending on the actual circumstances encountered in the field in the course of the fieldwork. Constantly discuss the findings of the business for execution and reporting effectiveness.
Pay visits to Strategic Business Units (SBUs) and Branch offices to ensure operations are in line with the Group objectives.
Assist in the review and documentation of existing accounting, administrative, and internal control systems for adequacy and effectiveness and make recommendations for improvement. This will cover the Group’s operations and call for a thorough understanding of all of the Group’s operations.
Work with management and verify compliance with all the relevant legislation and regulatory requirements.
Deliver performance requirements as outlined in the business and departmental strategy maps, and Personal Scorecard.
Document and communicate audit results and the opinion of the company’s control environment both orally and in writing in an objective, clear, concise, and timely manner.
Foster focuses on high-quality assurance to ensure
Compliance with policies, procedures, and processes based on applicable regulatory and industry guidelines.
Appropriateness for the size, complexity, and risk profiles of the company, and
Periodic changes to internal and external risk factors and ensure these are consistently followed.
Develop clear messaging of risks and controls in audit deliverables to the AAR stakeholders including senior management, regulators, and the Audit Committee.
Responsible for any other duties that the Group CEO may assign from time to time.

EDUCATION AND EXPERIENCE

Bachelor’s degree in a relevant field.
CPA (K) certification.
Certified Internal Auditor (CIA), Certified Information Systems Analyst (CISA) and Certified Financial Analyst (CFA), are an added advantage.
8 -10 years of working experience in an Audit related field.
Good understanding of the IFRS 17. more