We are seeking an experienced and dynamic General Manager Claims to join and head our Claims division. As GM: Claims you’ll be responsible for formulating and implementing the service delivery strategy (for both back and front office) for claims insurance, automotive (OEM & Non-OEM) and cost control.

The ideal candidate will:

  • Create an effective workforce and business process delivery channel that delivers high-quality service levels in line with industry and contact centre best practices.
  • Consider business risks, regulatory landscape and implement ongoing initiatives in line with this to drive down claims’ costs.
  • Implement ongoing / continuous improvement initiatives to drive and improve claims costs and efficiencies, whilst keeping an eye on the business and industry regulatory landscape and associated risks.


  • A Matric Certificate or Equivalent NQF Level 4 Qualification
  • Degree or Equivalent NQF Level 7 Qualifications in Business Management
  • RE
  • Key Individual Qualification (FAIS)
  • A minimum of 8 – 10 years’ experience in claims automotive operations management
  • Minimum of 5-10 years’ experience managing large claims or similar contact centre teams [i.e. no less than 8 direct reports and 100 subordinates]
  • Minimum 5 years market related / short term insurance industry experience (preferred).
  • A minimum of 2 years’ experience of dealer management.
  • Strong industry knowledge related to Claims and Cost Control
  • Strong financial management skills



  • Formulate annual budgets together with finance, agree on forecast and oversee overall financial management, systems and controls including cash flow management.
  • Manage spend on all expenses both on risk and off risk.
  • Ensure the department complies with all statutory requirements.
  • Understand the group’s offerings and identify opportunities for differentiation
  • Implement cost savings initiatives
  • Compiling and analysis of financial and claims data


  • Contribute to the development of business unit strategy by providing a view on potential improvements in Claims processes of the existing situation and anticipated changes in the external environment.
  • Identify areas for improvement and assist clusters to operationalise and document action plans.
  • Perform claim trend analysis, interpret the results and implement corrective actions where necessary make recommendations to the Head of Department.
  • Plan and develop the automation of business processes.
  • Ensure continuous streamlining of existing businesses processes.

Risk and Governance

  • Ensure the department complies with all audit and statutory requirements.
  • Ensure Policies and Control processes are in place and adhered to.
  • Ensure that the Divisional activities are coherent with Treating Customers Fairly operational deliverables of Claims and Policy Administration.
  • Formulate business unit strategy by articulating potential improvements for claims processes, systems and an assessment of the existing situation and anticipated changes in the external environment.
  • Plan and ensure improvement in operational systems and business processes that will ensure client satisfaction and contribute towards the growth strategy.
  • Oversee claim spend across all on risk and off risk products.
  • Perform claim trend analysis with assistance of Management team, interpret the results and implement corrective actions where necessary.
  • Ensure that the risk mitigation processes are in place.
  • Oversee the process of system enhancement by suggesting efficiencies and strengthening leakage.
  • Ensure the department complies with all audit requirements.
  • Resolves specific or complex claims issues for clients
  • Technical claims support: Referral point for problematic, technical claims, large losses or where there are indemnity issues.
  • Plan and develop the automation of business processes.
  • Ensure continuous streamlining of existing businesses processes.
  • Adds expertise to new business tenders


  • In consultation with the HR Business Partner, determine the people management strategy for the area with a focus on talent management, development, resourcing, and retention. Communicate the strategy to managers in the area.
  • Continuously mentor the management team of the area on proactive people management techniques.
  • Embed formal Performance Development and informal coaching in the business unit.
  • Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
  • Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
  • Apply and conduct performance management as needed to ensure that continued poor performance is appropriately dealt with.

Desired Skills:

  • FAIS
  • Business Management
  • Automotive Claims
  • Dealer Management
  • Cost Control
  • Financial Management

Desired Work Experience:

  • 5 to 10 years Middle / Department Management

Desired Qualification Level:

  • Degree

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