Short Term Insurance Senior Manager Claims at Absa Group Limited (Absa)

Job Summary

• To provide strategic leadership and oversight of the non-motor claims function by managing a team of first line claims managers within the Insurance Claims Operations portfolio.
• The role is accountable for ensuring operational efficiency, profitability, and exceptional customer experience across the end-to-end claims value chain.
• It requires a strong leader with deep technical expertise to balance compliance, risk management, and fraud detection with continuous process improvement, cost control, and people development.

Job Description

• Managing Others: Take responsibility for the effective management of others
• Business Management: To provide specialist advice and support in assisting to manage and deliver on business initiatives
• Ensure that timelines are met: Manage team in such a way that deadlines are met
• Dealing with Stakeholders: Taking responsibility for managing the expectations of stakeholders.

Operational Excellence

• End-to-end non-motor claims processed within agreed SLAs and turnaround times.
• Consistent application of claims policies, procedures, and underwriting guidelines.
• Optimized workflows and reduced manual interventions through automation/digitization.
• Regular management reports on claims volumes, cycle times, leakage, and efficiency.

Financial & Cost Control

• Delivery of claims loss ratios within budgeted parameters.
• Reduced claims leakage through stronger controls, audits, and supplier performance.
• Effective negotiation and management of service providers to ensure fair cost and quality.
• Contribution to overall profitability targets of the Insurance Claims Ops portfolio

Customer & Service Delivery

• Improved customer satisfaction and retention through transparent, fair claims handling.
• Resolution of escalated claims complaints within defined timelines.
• Implementation of customer experience improvements based on feedback/complaints analysis.

Risk, Compliance & Fraud Management

• 100% compliance with regulatory requirements (FSCA, TCF, POPIA, etc.).
• Implementation of effective fraud detection and investigation protocols.
• Timely internal and external audit reports with no material findings.
• Clear governance framework for claims approvals, escalations, and exceptions.

People Leadership & Development

• High-performing claims management team with clear performance goals and metrics.
• Structured technical training and mentorship for claims managers and staff.
• Improved staff engagement and retention within the claims function.
• Effective succession planning for critical roles in the claims team.

Strategic Contribution & Innovation

• Delivery of claims transformation initiatives (e.g., process redesign, digital platforms).
• Regular insights provided to Exco on claims trends, risk exposures, and product feedback.
• Participation in product development and pricing discussions with underwriting teams.
• Benchmarking claims performance against industry best practice.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

End Date: October 15, 2025