The Claims Manager will be responsible for providing strategic direction and overall leadership in the total, large, and complex Short-Term Insurance, Non-Motor Claims process. This role operates in a deadline-driven environment, ensuring that all claims received are flawlessly assessed, evaluated, and investigated, within reasonably agreed turn-around times. The Manager ensures that claims are paid in accordance with policy cover and identifies and reports bad risks.
The Claims Manager works closely with Senior Claims Management, and other operational business leaders to ensure that; estimates reserved are correct and reviewed quarterly, large movements are reported, and that files are complete at settlement.
The Claims Manager is furthermore responsible for the performance of a team of Non-Motor Claims Specialists and ensures that appropriate decisions are made in respect of the team’s structure and allocation of technical functions, and mandates. The Claims Manager is responsible for achieving optimal levels of efficiency of claims operating procedures so that highest standard of quality and customer service is maintained. The Manager ensures that ad hoc quality audits are performed on finalised claims files and implements corrective measures where unwanted findings occur.
REPORTING / LEVEL/ MANAGER
This role reports directly to the Executive Head of Claims and Legal
NUMBER OF DIRECT REPORTS
+/- 15 Claims Specialists
ACADEMIC (DEGREE OR DIP)
✓ Matric Certificate – with Mathematics
✓ Regulatory Exam
✓ Higher Certificate in Short term Insurance - NQF 5
✓ Degree in Law or Risk Management – preferred
✓ Leadership/ Management Development Certification - Preferred
✓ Class of Business certification (Personal Lines & Commercial Lines)
✓ Must be compliant with FAIS Fit and Proper requirements with track-record of supervising Reps
MINIMUM OTHER TRAINING REQUIRED
✓ Computer literate – Microsoft Word, Excel, and Outlook
✓ Experience working on TIAL – highly advantageous
✓ Experience in niche products such as Marine and Engineering – highly beneficial
MINIMUM YEARS OF FORMAL & INFORMAL TRAINING REQUIRED
✓ At least 12-15 years relevant work experience in Short-Term Insurance Claims validations and settlement for both Personal Lines and Commercial Lines Non-Motor claims
✓ At least 8 years’ experience working for an Insurer/ Risk carrier in a managerial capacity – essential
✓ Experience required in process engineering, strategy development and implementation, budget management, policy wording, claims guidelines and risk acceptance.
✓ Specialist level technical knowledge and understanding of relevant short term insurance policy wording required.
✓ Ability to think and lead with deep and broad understanding and context of the overall company strategy
✓ Ability to develop and implement medium term plans and budgets within own area to meet organizational strategy
✓ Ability to build and foster confidence and competence in others
✓ Must exude high levels of accountability
✓ Strong communication skills – openly sharing and receiving of information and adjusting communication style to suit audience
✓ Effective relationship management skills – the ability to acquire buy-in and develop supporting partnerships with stakeholders that will contribute positively to goal achievement
✓ Strong ethical values – fosters trust, openness, and transparency
✓ Must be capable of making sound independent decisions in the face of ambiguity.
✓ Takes appropriate and calculated risks – displaying high levels of integrity and transparency in decision making
✓ Must display high levels of customer centricity
✓ Must demonstrate sound business acumen
✓ Ability to adapt quickly and positively to change
✓ Must have drive to consistently achieve excellence in al performance output
✓ Solution based thinking
✓ High levels of self-perception (confidence, self-empowerment, optimism, self-respect)
Brokers, internal staff and managers, service providers & policy holders
***Please note only shortlisted candidates will be contacted***