CLAIMS MANAGER - OMLAU

Job Description

To manage the claims division in a manner that ensures all claims received are processed in a timely and professional manner, adhering to systems and procedures covering claims, and meeting customer service standards.

KEY RESPONSIBILITIES

Claims Operations

• Lead and oversee the Claims Department to ensure timely, accurate, and professional claims processing.
• Drive customer satisfaction, operational efficiency, claims cost control, and compliance.
• Ensure claims are processed and settled within agreed service standards.
• Implement and enforce claims policies, procedures, and controls.
• Liaise with branches, customers, intermediaries, and service providers on claims matters.
• Handle customer complaints and claims escalations.

Claims Governance & Risk

• Ensure compliance with company policies, regulatory requirements, and AML standards.
• Monitor claims trends, fraud risks, and loss control opportunities.
• Review and manage claims reserves to ensure accuracy.
• Recommend improvements to claims processes and policy wording.

Financial Management

• Manage departmental budgets and operating costs.
• Monitor claims expenditure and control claims leakage.
• Ensure claims liabilities are accurately reflected.

Service Provider Management

• Manage relationships with assessors, investigators, and other service providers.
• Monitor service levels and performance standards.

Leadership & People Management

• Lead, supervise, coach, and develop claims staff.
• Set performance targets and monitor achievement.
• Conduct performance reviews and identify training needs.
• Foster a high-performance and customer-centric culture.

Reporting & Stakeholder Management

• Prepare management reports on claims performance, costs, and trends.
• Maintain strong relationships with customers, intermediaries, branches, and regulators.
• Provide insights and recommendations to improve portfolio performance.

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries.

Qualifications:

• Bachelor’s degree in insurance, Business Administration, Actuarial Science, Statistics, Commerce, Finance, or related field.
• Professional qualification such as ACII, ANZIIF, or Advanced Diploma in Insurance.

Experience:

• Minimum 7 years' experience in claims and/or underwriting.
• At least 3 years' experience in a supervisory or management role.

SKILLS AND COMPETENCIES:

• Strategic thinking
• Computer skills
• Staff Supervision, training and performance management skills
• Leadership & People Management
• Analytical & Problem-Solving Skills
• Communication & Interpersonal Skills
• Customer Service Orientation
• Negotiation & Stakeholder Management
• Financial & Claims Management Skills
• Ability to work with minimum supervision

Skills:

Claims Management, Customer Service Standards, Ensure Compliance, Financial Auditing, Insurance Claims Investigations, Policies & Procedures, Regulatory Requirements, Service Standards

Competencies:

Business Insight, Collaborates, Communicates Effectively, Decision Quality, Directs Work, Ensures Accountability, Financial Acumen, Instills Trust

Education:

Bachelors Degree (B): Actuarial Science, Bachelors Degree (B): Business Administration, Bachelors Degree (B): Finance

Closing Date:

12 September 2026, 23:59