Legal Broker Support Manager at Hollard Insurance

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 misalignmentIdentify process failures affecting legal outcomes or broker experienceAddress service delivery issues impacting brokers or legal turnaround timesEnsure 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 escalate 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.

Required Knowledge and Experience    

• Minimum 5 years’ experience in Short-Term Insurance
• Minimum 5 years’ experience in Motor and Non-Motor Recovery & Liability Claims
• Minimum 3 years in a Legal Managerial or Specialist role
• Intermediate Excel and Word
• Strong policy interpretation capability
• Full understanding of end-to-end legal processes on subrogated claims
• Familiarity with AI tools (e.g., Copilot, ChatGPT)
• Data analytics and performance interpretation

 Skills:

• Strong verbal and numerical reasoning
• Excellent problem-solving and decision-making
• Time management and prioritisation
• Planning, organising, and scheduling
• Analytical thinking and reporting
• Risk assessment and mitigation
• Relationship building and stakeholder management

Educational Requirements    

• Matric.
• LLB or BComLLB
• Admitted attorney.
• Risk Management Qualification (advantageous).

Deadline:19th January,2026