Business Claims Manager

Purpose of the Role

• The Claims Business Insurance Manager is responsible for overseeing the efficient and effective handling of commercial and business insurance claims across motor and non-motor lines.
• This strategic leadership role involves managing a team of claims professionals, optimising claims processes, ensuring regulatory compliance, and driving operational performance.
• The ideal candidate will combine technical claims knowledge with people leadership, client service excellence, and a strong understanding of the short-term insurance (STI) environment.

Overview of Role Responsibilities

• Leadership and Team Management
• Lead, coach, and mentor a team of claims consultants handling business insurance claims.
• Set performance goals and ensure continuous team development.
• Conduct regular performance reviews and support career growth initiatives.

Claims Strategy and Oversight

• Oversee and manage end-to-end claims processing for commercial and business policies.
• Ensure consistent application of policy terms, fair assessments, and justified settlements.
• Develop, implement, and monitor claims workflows, ensuring alignment with SLAs and compliance standards.

Stakeholder Engagement

• Serve as a point of escalation for complex, high-value, or disputed claims.
• Maintain strong relationships with brokers, assessors, service providers, and internal departments.
• Represent the claims department in meetings with underwriters, legal, and finance.

Risk, Compliance and Quality Control

• Ensure adherence to regulatory requirements, internal audit protocols, and FAIS legislation.
• Oversee fraud detection processes and support investigation of irregular claims.
• Monitor claim trends and implement corrective actions to reduce leakage and loss ratios.

Reporting and Operational Management

• Provide regular operational reports to senior leadership, including claims trends, service levels, and financial impacts.
• Drive operational efficiencies through process reviews, automation, and system enhancements.
• Support business continuity planning and disaster recovery for claims operations

Required Skills

• Achieve business unit targets for claims turnaround, service quality, and cost control.
• Reduce claims leakage and support loss ratio management.
• Ensure high levels of broker and policyholder satisfaction.
• Maintain compliance with all statutory and internal audit requirements.

General Experience

• Minimum 5 years' experience in short-term insurance claims
• At least 3 years’ experience in a leadership or management role within a claim’s environment
• In-depth experience managing motor and non-motor commercial claims.
• Proven experience in business insurance, commercial underwriting, or corporate risk
• Managerial Experience
• Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Minimum 3 years)

Education

• Grade 12 / Standard 10 / NQF Level 
• A relevant tertiary qualification in insurance, business, or risk management (advantageous)

Required Behavioural Competencies

• Instils Trust
• Manages Complexity
• Drives Results
• Cultivates Innovation
• Builds Effective Teams
• Directs Work

Overview of Behavioural Competencies

• Technical Expertise: Strong understanding of commercial insurance products, policy structures, and claims processes
• Leadership: Ability to inspire, lead, and manage high-performing teams
• Decision-Making: Sound judgment in assessing complex claims scenarios and managing risk exposure
• Client Orientation: Professional, service-driven approach with a focus on broker and client satisfaction
• Compliance Focus: Thorough knowledge of industry regulations, risk management, and FAIS requirements
• Analytical Thinking: Able to interpret data, identify trends, and propose solutions.
• Communication: Strong verbal and written communication; fluent in English (Afrikaans or vernacular is advantageous)
• Organisation and Execution: Excellent planning, prioritisation, and follow-through skills