Insurance Operations Lead — Claims & Fulfilment

Confluent; Cape Town; On-site; ZAR 1,100,000 - 1,500,000; Full time

Job summary

Confluent is seeking an senior Operations Head: Insurance (Claims & Fulfilment) to lead claims, policy fulfilment and regulatory compliance. Reporting to executive level, you will build a high-performing team and ensure fair, accurate, timely outcomes across client interactions.

You will drive end-to-end processes, manage relationships with insurers and auditors, and deliver data-driven Exco reporting with forward-looking insights. This role requires strong leadership and integrity.

Qualifications

• Experience in insurance, including claims and policy administration.
• 5+ years of people management, at middle or senior level.
• Full Representative for the FSP's licensed categories.
• Honesty, integrity and financial soundness; CPD up to date.
• Regulatory knowledge and capability to manage governance.

Responsibilities

• Lead end-to-end claims performance and approvals for exceptions.
• Direct fulfilment and policy client service delivery and SLA management.
• Coach and develop M1/M2 teams; manage leave, performance and disciplinary actions.
• Oversee system improvements, UAT, and policy/process changes.
• Provide monthly Exco reporting and budget/planning input.
• Manage insurer relationships and audits; collaborate with Compliance, IT, and Finance.

Skills

Leadership

Customer focus

Stakeholder management

Data-driven reporting

Regulatory compliance

Education

Degree in Business/Insurance/Commerce

Job description

Confluent is seeking an senior Operations Head: Insurance (Claims & Fulfilment) to lead claims, policy fulfilment and regulatory compliance. Reporting to executive level, you will build a high-performing team and ensure fair, accurate, timely outcomes across client interactions.

You will drive end-to-end processes, manage relationships with insurers and auditors, and deliver data-driven Exco reporting with forward-looking insights. This role requires strong leadership and integrity.