Manager – Claims

JOB ADVERT ZSIC General Insurance Limited is a leading provider of customer-centric general insurance solutions, committed to excellence, integrity, and strong corporate governance. As an equal opportunity employer and a proud member of the IDC Group of Companies, we continue to build a high-performance culture driven by professionalism, innovation, and excellent service. We are therefore inviting applications from suitably qualified, experienced, and results-driven professionals to fill the following position: MANAGER – CLAIMS Reporting to: Chief Technical Operations Officer JOB PURPOSE To provide strategic, technical, and operational leadership of the Claims function by ensuring timely, fair, and cost-effective settlement of claims in accordance with ZSIC General Insurance policies and regulatory requirements, while safeguarding the Company against fraud, leakage, and reputational risk and enhancing customer confidence and satisfaction. KEY RESPONSIBILITIES 1. Claims Strategy & Governance Develops and reviews claims strategies, policies, procedures and service standards. Ensures the Claims function operates within governance frameworks, delegated authorities and regulatory requirements. Establishes and monitors claims turnaround times (TATs), SLAs and performance indicators. 2. Claims Operations Oversees the end-to-end claims lifecycle across all classes of business. Reviews and approves claims within delegated authority; escalates high-value or complex claims. Ensures efficient registration, assessment, approval and settlement at Head Office and branch level. Provides claims experience analysis to actuarial and product development functions. 3. Litigation & Dispute Resolution Prepares pleadings, witness statements and case files for matters involving the Corporation. Represents the Corporation in subordinate courts and liaises with external counsel. Assists in negotiations, mediations and arbitrations to resolve disputes efficiently. Maintains a litigation database and prepares periodic case status reports. 4. Fraud Management & Risk Control Develops fraud prevention, detection and investigation mechanisms. Reviews suspicious and complex claims and recommends corrective or disciplinary action. Ensures recovery, subrogation and salvage processes minimise claims leakage. 5. Financial Control & Stakeholders Manages claims expenditure and reserving adequacy; monitors loss ratios and settlement patterns. Works with Finance and Underwriting on reserving and financial reporting. Manages relationships with loss adjusters, assessors, garages, medical providers and legal practitioners. 6. Customer Experience & Compliance Ensures fair, transparent, customer-focused claims service; resolves escalated complaints. Ensures compliance with insurance regulations and claims handling standards. Prepares claims reports for management, regulators, auditors and the Board. QUALIFICATIONS / CERTIFICATIONS Grade 12 School Certificate. Bachelor’s degree in Insurance, Law, Business Administration, Finance, Risk Management or related field. Minimum of 6 years’ relevant work experience. KEY TECHNICAL SKILLS & COMPETENCIES In-depth knowledge of general insurance claims across multiple classes of business. Strong understanding of insurance law, policy interpretation and claims reserving principles. Expertise in fraud detection, investigation and claims risk management. Strong leadership, people management and coaching skills. Excellent analytical, negotiation and decision-making abilities. Proficiency in claims management systems, data analysis tools and MS Office Suite. APPLICATION Interested candidates who meet the minimum qualifications should submit their applications to: Chief Human Capital & Administration Officer ZSIC General Insurance Limited, Premium House, Independence Avenue, P.O. Box 30894, Lusaka, Zambia. Online submissions can be sent via email: Closing Date: 9th September 2026

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