Jubilee Insurance is one of the most recognized insurance providers in East Africa, with a rich history dating back to August 1937 when it was first incorporated in Mombasa. Over the years, Jubilee has grown steadily, expanding into Kenya, Uganda, Tanzania, and Burundi. Today, it stands as the largest composite insurer in East Africa, offering a comprehensive portfolio of Life, Pensions, General, and Medical Insurance services. With over 1.9 million clients across the region, Jubilee remains a market leader. It is also the only insurance group in East Africa listed on the Nairobi Securities Exchange (NSE), the Dar es Salaam Stock Exchange, and the Uganda Securities Exchange, while holding the prestigious ISO certification for quality management.
Jubilee Health Insurance Limited (JHIL), part of the Jubilee Group, is seeking to recruit an experienced professional to join its leadership team in Nairobi. The position available is Manager, Quality Assurance, a role reporting directly to the Chief Executive Officer and Principal Officer. This opportunity provides the right candidate with a chance to play a critical role in ensuring that Jubilee maintains the highest quality standards across its medical insurance operations.
The following sections provide a detailed description of the responsibilities, expectations, and scope of the role.
Role Purpose
The Manager, Quality Assurance will lead the quality assurance function at Jubilee Health Insurance Limited. This senior leadership role is essential in designing, implementing, and monitoring systems that guarantee operational excellence, regulatory compliance, and customer satisfaction. The position holder will be responsible for building quality frameworks, defining standards, and introducing practices that drive continuous improvement. By overseeing both operational and strategic aspects of quality management, the Manager will play a pivotal role in shaping how the organization delivers services to clients, interacts with regulators, and maintains internal controls.
This role requires a professional who is deeply experienced in quality management within the insurance or healthcare space and who can balance regulatory demands with customer-centric service delivery.
Detailed Job Description
The position of Manager, Quality Assurance encompasses a wide range of responsibilities spread across six critical areas: strategy and governance, operational quality assurance, claims and systems quality assurance, ISO certification and compliance, reporting and dashboarding, and leadership. Each area is discussed in detail below.
1. Strategy and Governance
The Manager, Quality Assurance will be expected to take the lead in establishing and executing the company’s quality assurance strategy. The role requires the design of frameworks and initiatives that contribute to the overall efficiency and effectiveness of the organization. The strategy must align with the company’s long-term goals and objectives while addressing the specific needs of the medical insurance sector.
This involves constant collaboration with senior management to ensure quality initiatives are fully integrated into organizational planning. The role further demands close monitoring of global and regional industry trends, regulatory updates, and technological advancements to keep Jubilee’s quality standards competitive and compliant.
Maintaining strong external relationships is also crucial. The Manager will act as a liaison with regulators, accreditation agencies, and other stakeholders. The individual will also serve as the company’s ISO Management Representative, which entails overseeing compliance with ISO standards, coordinating audits, and ensuring that all relevant requirements are embedded in organizational processes.
2. Operational Quality Assurance
Operational excellence is at the core of this role. The Manager will establish and enforce quality standards, guidelines, and protocols that apply to all business functions, particularly in claims processing and systems performance.
Regular operational audits will form a key part of this responsibility. These audits are designed to measure compliance, assess accuracy, evaluate efficiency, and identify potential risks. Once findings are obtained, the Manager must conduct thorough analyses to pinpoint trends and root causes of any deficiencies.
Based on these insights, the Manager will design and implement corrective action plans. Ensuring that such actions are executed on time and effectively is vital to maintaining high service standards.
Additionally, the role includes leadership in systems quality assurance, particularly in User Acceptance Testing (UAT). The Manager will guide the planning and execution of UAT protocols for new systems, upgrades, and automation projects. This ensures that technology is properly tested before implementation, reducing risks and enhancing user experience.
Another aspect of operational quality assurance involves oversight of third-party vendors. The Manager must ensure that services provided by external partners meet contractual and service-level requirements. Monitoring vendor performance and enforcing accountability are key to maintaining consistent quality.
3. Claims and Systems Quality Assurance
Given the nature of health insurance, claims management is a critical function. The Manager, Quality Assurance will oversee quality control processes across all claims-related activities, including assessment, adjudication, payment, and communication with clients.
The role involves conducting regular claims audits to guarantee fairness, accuracy, and adherence to policy terms. These audits provide assurance that clients are treated equitably and that claims decisions align with both regulatory standards and internal guidelines.
Collaboration with IT, Operations, and Claims teams is another vital responsibility. The Manager will ensure that system controls are properly designed and functioning, with strong safeguards for data integrity. Since insurance relies heavily on accurate data and reliable systems, maintaining robust internal controls in all business-critical applications is essential.
4. ISO Certification and Compliance
Jubilee Health Insurance holds ISO certification, which reflects its commitment to international standards of quality management. The Manager, Quality Assurance will oversee all aspects of ISO compliance, ensuring that the organization not only retains its certification but continuously improves its quality management systems.
The role involves coordinating internal and external audits, ensuring audit readiness, and maintaining adherence to ISO 9001 standards. In addition, the Manager will maintain the Quality Management System (QMS) documentation and ensure that staff across the organization receive the necessary ISO-related training.
By embedding ISO principles in daily operations, the Manager will reinforce a culture of quality and accountability throughout the company.
5. Reporting and Dashboarding
Accurate and timely reporting is fundamental to effective decision-making. The Manager, Quality Assurance will be responsible for generating regular reports for the CEO and the leadership team. These reports will cover key quality assurance metrics, audit findings, and improvement initiatives.
The ability to analyze and interpret data is particularly important in this role. Reports are not only expected to describe current performance but also to provide actionable insights that guide strategic and operational decisions.
Using dashboards and data-driven tools, the Manager will present information in a clear and practical way, enabling leadership to track progress, evaluate risks, and allocate resources effectively.
6. Leadership, People Management, and Culture
This role also carries significant leadership responsibilities. The Manager will lead and mentor the quality assurance team, ensuring that team members have clear goals, performance expectations, and opportunities for professional growth.
By fostering a culture of accountability and continuous improvement, the Manager will ensure that quality is embraced not only as a function but as an organizational value. The role also requires active support of change management initiatives, particularly as new processes and systems are introduced.
Collaboration across departments is essential, and the Manager will serve as a bridge between different teams, ensuring that all units work toward common quality objectives. Building strong working relationships within the company will help embed quality assurance into the organizational culture.
Competencies and Experience
The role requires a high level of competence across multiple areas, including quality management systems, claims quality assurance, auditing, user acceptance testing, and data analysis. Strong project management skills are also critical, particularly in managing quality-related initiatives.
The ideal candidate will have substantial experience in quality assurance within the insurance, healthcare, or financial services industries. At least three years of leadership experience is required, along with a demonstrated ability to oversee claims quality assurance, ISO compliance, and systems testing. Experience working with one of the Big Four audit firms will be considered an advantage.
Application Procedure
Interested candidates are invited to submit their detailed CV and cover letter to [email protected]. Applications should clearly indicate the job reference number JHIL187 and the position title. The deadline for applications is 25th August 2025.
Only shortlisted candidates will be contacted.
