Administration Manager (Servicing & Claims) | Johannesburg at The Recruitment Council

• Our client is seeking an experienced, dynamic, and motivated Personal and Commercial Lines Administration Manager to join their high-performance team. This is an exciting opportunity for an insurance professional who thrives in a collaborative environment and is deeply passionate about delivering exceptional client service.  
• In this pivotal role, you will lead the day-to-day administration of both Personal and Commercial Lines portfolios, work closely with a diverse range of clients and leading insurers, and ensure operational excellence across the business. If you enjoy building strong relationships, driving efficiency, and contributing to a growing business, we want to hear from you!  

Key Responsibilities:

• Policy Administration: Assist with policy servicing, amendments, and renewals; capture and update client records on brokerage administration platforms.
• Claims Management: Register, process, and validate motor and non-motor claims; appoint assessors, check cover against policy wordings, and calculate settlement amounts or excesses.
• Client Service: Act as the dedicated point of contact; communicate claim requirements, provide consistent updates (via phone, email, or WhatsApp), and handle client queries.
• Broker & Insurer Liaison: Mediate between the client and insurance underwriters or third-party service providers (like panel beaters or repairers) to expedite timely claim resolutions.
• Compliance & Recoveries: Follow up on third-party recoveries and ensure adherence to South African financial regulations including FAIS, FICA, and Treating Customers Fairly (TCF) guidelines.
• Client Interaction: Professionally handle all inbound and outbound client queries via telephone and email, including assisting walk-in clients.
• Needs Analysis: Review client profiles to conduct insurance needs analyses and recommend appropriate personal or commercial lines cover.
• Retention: Manage client queries promptly, assist with retentions, and prevent policy cancellations.
• Operations & Support: Assist in administrative back-office support services, maintain and update business trackers, and adhere to effective turnaround times.
• Professional Standards: Meet continuous professional development objectives, adhere to the regulations and ethics of all Insurance bodies, and meet all specified KPAs.

Experience:

• Minimum of 5 years' experience in customer service within Personal/Commercial lines.
• Proven experience in registering and assessing Personal and Commercial lines claims within a brokerage or insurer environment.
• Deep familiarity with South African financial regulations (FAIS, FICA, TCF).
• Must possess own reliable transport.
• NQF Level 4 or 5 qualification in Short-Term Insurance.
• Regulatory Examination Level 5 (RE5) certificate.
• Proficient in Microsoft Office 365 (Word, Excel, Outlook, MS Teams, PowerPoint).
• Exceptional organizational and time management skills with a high attention to detail.
• Excellent verbal and written communication skills paired with strong telephone etiquette.
• Demonstrated ability to supervise, motivate support staff, and lead a team.
• Comfortable engaging with high-net-worth clients and senior executives with absolute discretion and integrity.
• Proactive, initiative-driven, and a team player with a positive, can-do attitude.