Legal Broker Support Manager

Hollard; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading insurance company in Johannesburg seeks a Legal Broker Support Manager to ensure alignment between broker expectations and legal performance. This role involves providing monthly KPIs, managing broker relationships, and ensuring compliance with legal directives. The ideal candidate will have a relevant degree and experience in broker engagement, process improvement, and legal compliance. Strong analytical skills are essential for overseeing legal performance and financial oversight.

Qualifications

• Proven experience in broker engagement and relationship management.
• Strong understanding of legal processes and compliance requirements.
• Ability to perform financial analysis and reporting.

Responsibilities

• Provide monthly KPI reports and insights into legal performance.
• Manage relationships and ensure compliance with brokers.
• Support operational teams in understanding legal process requirements.

Skills

Broker relationship management

Legal compliance understanding

KPI reporting

Financial analysis

Process improvement

Education

Relevant degree in law or finance

Job description

Role Objectives

The Legal Broker Support Manager is responsible for ensuring full alignment between broker expectations, legal performance, and operational delivery. The role provides brokers with clear guidance on legal processes, financial controls, and performance standards that directly influence loss ratios and portfolio profitability.

Acting as the central link between brokers, the Legal Division, Broker Development, and Operational Managers, the role ensures seamless processes, accurate reporting, and proactive management of legal trends across motor and nonmotor claims.

A core responsibility is structured reporting to the Head of Legal Claims, including monthly KPI performance, risk identification, compliance monitoring, and portfolio insights. The role also collaborates closely with Operational Managers to highlight financial gaps, process failures, and service non‑compliance, ensuring that operational execution supports legal and business objectives.

Key Responsibilities

The role must provide the Head of Legal Claims with

• Monthly KPI reporting across all broker portfolios
• Early identification of risks, compliance failures, and process deviations
• Month‑on‑month performance trends and variance explanations
• Insights into legal cost drivers, recovery performance, and loss ratio impacts
• Recommendations for corrective actions and operational improvements
• Portfolio‑level intelligence on legal trends affecting motor and non‑motor claims

The role must work closely with Operational Managers to

• Highlight gaps in financial performance, including recovery shortfalls and estimate misalignment
• Identify process failures affecting legal outcomes or broker experience
• Address service delivery issues impacting brokers or legal turnaround times
• Ensure operational teams understand legal process requirements and compliance expectations

Broker Engagement & Relationship Management

• Lead the onboarding of new brokers, ensuring full understanding of legal processes, controls, and reporting standards.
• Maintain strong, collaborative relationships between brokers and the operational legal team.
• Facilitate annual broker reviews for non‑insourced brokers.
• Coordinate and host broker engagement sessions aligned to the broker segmentation model.
• Ensure brokers receive excellent service and timely support from the legal team.

Process, Controls & Compliance

• Continuously review and update the Claims Binder Guidelines to ensure legal process accuracy and relevance.
• Monitor broker adherence to process control standards and financial control requirements.
• Identify risks within broker claims processes and escalated appropriately.
• Validate that brokers manage and report estimates in line with legal directives and system requirements.

Performance Management & Reporting

• Track performance against targets, highlight gaps, and recommend corrective actions.
• Conduct quarterly portfolio assessments and share insights with brokers and internal stakeholders.
• Monitor alignment between broker third‑party systems and Hollard’s legal systems.
• Provide monthly legal performance reports to brokers and Broker Development Managers.
• Deliver monthly portfolio oversight reports to the Legal Head.

Operational & Financial Oversight

• Support brokers in understanding legal performance drivers, including motor accident trends, multiple claims, and driver behaviour impacts.
• Analyse legal performance data to identify trends, risks, and opportunities for improvement.
• Manage fee invoicing and account reconciliation for broker legal accounts.
• Collaborate with the Loss Ratio Portfolio Manager to ensure consistent interpretation of loss ratio drivers and legal performance outcomes.