Head: Non-Motor

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Head: Non-Motor & Claims Operations is accountable for the strategic direction, leadership, governance, operational performance and customer experience outcomes across the Non-Motor Claims value chain. The role provides end-to-end accountability for customer claims operations, regional branch operations, technical claims disciplines and specialised claims functions, ensuring consistent delivery of operational excellence, financial performance, customer-centric outcomes, technical integrity and regulatory compliance.

The incumbent leads a large national claims operation and is responsible for enhancing claims quality and productivity, strengthening service delivery, reducing claims leakage, optimising capacity, and delivering fair and consistent outcomes across all customer and intermediary touchpoints.

Key Responsibilities

• Develop and execute the Non-Motor & Claims Operations strategy in alignment with the Retail Claims strategy and business objectives.
• Lead customer operations, regional claims operations, technical claims disciplines and specialised claims functions.
• Deliver operational excellence, service performance, claims quality and consistent customer outcomes.
• Provide oversight of technical standards, claims governance, delegated authorities and quality assurance.
• Drive financial discipline, operational efficiency, claims leakage reduction and effective resource utilisation.
• Lead customer experience, complaints management and sustainable service improvement.
• Build leadership capability, organisational capacity and a high-performance culture.
• Drive continuous improvement, innovation, digitisation and operational transformation.

Strategic Leadership

• Define and implement the strategic direction for Non-Motor and Claims Operations.
• Translate Retail Claims priorities into clear operational plans, performance measures and accountability frameworks.
• Lead the evolution of the claims operating model to improve scalability, productivity, technical quality and customer outcomes.
• Sponsor transformation, digitisation, automation, analytics and process optimisation initiatives.
• Anticipate emerging claims trends, operational risks and capability requirements and implement appropriate responses.
• Contribute to Retail Claims leadership forums and enterprise-wide strategic initiatives.
• Promote a culture of customer centricity, innovation, collaboration and continuous improvement.

Claims Operations Management

• Provide strategic and operational oversight of First Notification of Loss (FNOL), Contact Centre Operations and Autoglass.
• Lead regional branch claims operations and ensure consistent processes, service standards and performance across regions.
• Oversee Claims Relationship Consultants and ensure effective broker and intermediary claims support.
• Direct Non-Motor Field Assessing, Non-Motor Merit Moderation and Building Moderation.
• Provide leadership to Fast Track and Plumbing, Elite Claims and Alternative Business Solutions (ABS) Claims.
• Establish and monitor operational standards, service levels, productivity measures and turnaround-time targets.
• Drive workforce planning, capacity management, workload balancing and resource optimisation across branches and specialist units.
• Ensure accurate, fair and consistent claims decisions through effective technical oversight and quality assurance.
• Drive root-cause analysis and corrective actions for operational underperformance and recurring service failures.

Financial and Risk Management

• Develop and manage operational budgets within agreed financial parameters.
• Monitor claims cost drivers and implement targeted interventions to improve financial outcomes.
• Drive claims leakage management through effective controls, technical disciplines and performance monitoring.
• Ensure adherence to delegated authority and approval frameworks.
• Identify, assess and mitigate operational, financial, conduct and reputational risks.
• Optimise operating expenditure, resource deployment and productivity without compromising customer or technical outcomes.
• Ensure appropriate controls are in place to minimise fraud, waste, errors and operational losses.
• Provide accurate financial and risk reporting to relevant governance and leadership forums.

People Leadership

• Lead, inspire and develop a geographically dispersed leadership and operational team.
• Create a high-performance culture characterised by accountability, collaboration, custo