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 databa