Claims Operations Manager

The claims operations manager is a senior leader responsible for managing the end-to-end claims operations function across all Short Term Insurance lines, including Building, Content, and Portable Possessions. This role is pivotal in driving operational excellence, ensuring superior customer outcomes, and building a high-performing, accountable, and engaged claims team. The ideal candidate is an experienced insurance professional with a proven track record of delivering results, developing teams, and driving profitability.

Key Responsibilities:

• Lead and oversee daily operations across all claims functions (FNOL, processing, assessment, repair/replacement).
• Ensure delivery of agreed SLAs, KPIs, and regulatory compliance standards (including FAIS, TCF).
• Continuously optimise system workflows.
• Drive strategic improvements through the use of MI dashboards, reporting insights, and operational reviews.
• Identify and manage claims trends, process gaps, and risk areas; propose and implement improvements.
• Provide strong people leadership through coaching, mentoring, and development plans.
• Handle high-risk, complex, or escalated claims with urgency and professionalism.
• Partner with external vendors, service providers, and assessors to ensure quality and cost-effective claims fulfilment.
• Build a culture of accountability, performance excellence, and service innovation within the team.
• Support the Head of Claims with strategic planning, budgeting, performance reporting, and audits.

Qualifications and skills:

• 5–10 years of experience in short-term insurance claims, with 3+ years in a senior operations leadership role.
• Demonstrated success in managing large teams and delivering against profitability and performance goals.
• Proven track record in transforming claims operations and driving measurable outcomes.
• Strong working knowledge of home/property insurance products and the full claims lifecycle.
• Expert in claims systems, data reporting tools, and operational performance metrics.
• Strong communicator, strategic thinker, and confident decision-maker.
• Deep understanding of compliance, governance, and risk frameworks relevant to insurance claims.

Working conditions:

• Reside in Pretoria, within 15km radius from Menlyn Mall
• Multilingual would be advantageous
• Own reliable car and valid driver’s license

Posted on 12 May 16:48, Closing date 11 Jun