Head of Claims Operations - National

Placements24; Soweto; Hybrid; ZAR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Executive salary

Performance bonuses

Medical aid

Retirement fund

Company vehicle

Job summary

Placements24 is seeking an experienced Head of Claims Operations to lead the national claims function from the Soweto region. The role requires strategic leadership, deep claims expertise, and a track record of transformational change across large, multi-line environments.

The successful candidate will drive operational excellence, manage substantial budgets, and partner with underwriting, finance, and product teams to deliver superior customer service for a major insurance group in South Africa.

Qualifications

• Minimum 10 years in claims management with 5+ years in senior leadership overseeing multi-line operations.
• Proven track record of managing complex claims environments and driving operational improvements.
• Deep understanding of insurance claims across lines and regulatory standards.

Responsibilities

• Develop and execute a strategy for claims operations to enhance efficiency, reduce costs, and improve customer satisfaction.
• Lead and mentor a large team across multiple locations.
• Establish KPIs for claims handling and ensure SLA compliance and regulatory adherence.
• Oversee FNOL through settlement and recovery across all lines of business.
• Implement and manage robust claims management systems to optimize workflows.
• Drive continuous improvement to reduce indemnity spend and mitigate fraud.
• Collaborate with underwriting, product, and finance to align claims strategy with business goals.
• Ensure compliance with South African legal and regulatory requirements in claims handling.
• Manage relationships with external service providers such as loss adjusters and legal counsel.

Skills

Leadership

Claims management

Data analytics

Budget management

Strategic thinking

Negotiation

Communication

Education

B.Com

Law degree

Professional insurance qualifications

Tools

Claims management software

Data analytics tools

ERP/CRM systems

Job description

About the Role

Our client, a major insurance group operating nationally, is seeking a highly experienced and strategic leader to assume the role of Head of Claims Operations . This critical executive position, based in the Soweto vicinity, will oversee the entire claims function across all lines of business, ensuring efficiency, effectiveness, and exceptional customer service. The ideal candidate will possess a deep understanding of claims management best practices, strong operational leadership skills, and a proven ability to drive transformational change within large claims departments. This is a significant opportunity to impact the operational excellence and customer satisfaction of our client across South Africa .

Key Responsibilities

• Develop and execute a comprehensive strategy for claims operations to enhance efficiency, reduce costs, and improve customer satisfaction.
• Lead, manage, and mentor a large team of claims professionals and managers across multiple locations.
• Establish and monitor key performance indicators (KPIs) for claims handling, ensuring adherence to service level agreements (SLAs) and regulatory standards.
• Oversee the claims handling process for all lines of business, from First Notice of Loss (FNOL) through to settlement and recovery.
• Implement and manage robust claims management systems and technologies to optimize operational workflows.
• Drive continuous improvement initiatives to streamline processes, reduce indemnity spend, and mitigate fraud.
• Collaborate with other departments, including underwriting, product development, and finance, to ensure alignment of claims strategy with business objectives.
• Ensure compliance with all relevant legal and regulatory requirements governing claims handling in South Africa .
• Manage relationships with external service providers, such as loss adjusters, repair networks, and legal counsel.

Requirements

• A minimum of 10 years of progressive experience in claims management, with at least 5 years in a senior leadership role (e.g., Head of Claims, Operations Director) overseeing large, multi-line claims operations.
• A proven track record of successfully managing complex claims environments and implementing significant operational improvements.
• Deep understanding of insurance claims principles, processes, and best practices across various lines of business.
• Exceptional leadership, strategic thinking, and people management skills.
• Strong financial acumen and experience in managing large operational budgets.
• Proficiency in claims management technology and data analytics.
• Excellent communication, negotiation, and stakeholder management skills.
• Relevant tertiary qualification (e.g., B.Com, Law Degree) or professional insurance qualifications are highly desirable.
• Experience in driving change management initiatives within large organizations.

Benefits

• Our client offers a highly competitive executive salary, substantial performance-based bonuses, and a comprehensive executive benefits package including medical aid, retirement fund, and company vehicle. Opportunities for significant professional development and strategic impact are abundant. This role offers a challenging and rewarding career path at the forefront of the insurance industry. Join our client's leadership team in the Soweto area and lead national claims operations. Enjoy a dynamic and influential position within a leading financial services organization.