Insurance Operations Leader: Claims & Fulfilment

Confluent; Wes-Kaap; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Confluent is seeking an Insurance Operations Manager to lead Claims and Fulfilment, reporting at executive level. You will build a capable team, ensure fair, accurate, and timely outcomes, and drive process improvements across the claims and fulfilment value chain.

You will manage insurer relationships, oversee SLAs, compliance, and budgeting, and embed data-driven decisions to enhance service quality and customer outcomes.

Qualifications

• 5 years’ people management experience at middle or senior level.
• Proven track record leading multi-layer teams.
• Experience running an operational environment against SLAs and turnaround targets.
• Appropriate degree.
• Honesty, integrity and good standing; clear credit and criminal checks.

Responsibilities

• Lead end-to-end claims performance against product SLAs, accuracy and complaint targets.
• Directly manage the Claims Insurance Specialist on technical claims and audits.
• Lead the Fulfilment team for policy administration, changes, queries, refunds and complaints.
• Set and monitor fulfilment SLAs and cycle times with a first-time-right standard.
• Lead M2 Operations Manager and M1 Team Leaders and drive performance and succession planning.
• Oversee system improvements, UAT and deployment readiness for new processes.
• Prepare monthly Exco reports and manage budgeting and capacity planning.
• Maintain stakeholder relationships with insurers, Compliance, IT, Products and Finance.

Skills

People management

Stakeholder management

Data-driven decisions

Process optimization

Executive communication

Education

Degree

Job description

Confluent is seeking an Insurance Operations Manager to lead Claims and Fulfilment, reporting at executive level. You will build a capable team, ensure fair, accurate, and timely outcomes, and drive process improvements across the claims and fulfilment value chain.

You will manage insurer relationships, oversee SLAs, compliance, and budgeting, and embed data-driven decisions to enhance service quality and customer outcomes.