Claims Manager

MVIA is seeking an experienced, driven, and solutions-oriented Claims Manager to lead and oversee the full spectrum of our claims operations within the short-term insurance space. This is a key management role that will suit someone with a strategic mindset, strong operational expertise, and a passion for delivering exceptional service and results.

You will be responsible for the effective management of a claims team of 20 to 30 professionals and for ensuring that all claims are processed accurately, efficiently, and in line with company policies, industry regulations, and client expectations.

Key Responsibilities

• Oversee the end-to-end daily claims function, including administration, assessment, validation, and payment processes
• Lead, manage, and develop a high-performing team across various claims disciplines
• Ensure optimal use and continuous improvement of claims processing systems
• Manage and enforce both internal and external Service Level Agreements (SLAs)
• Define and monitor Key Performance Indicators (KPIs) for the department
• Coordinate with and manage external assessors and service providers
• Produce and deliver accurate and insightful daily, weekly, and monthly claims reports
• Develop and implement new Standard Operating Procedures (SOPs) while refining existing ones to improve efficiency and service delivery
• Support the resolution of complex and escalated claims queries
• Identify, assess, and mitigate potential risks affecting clients or the business
• Collaborate with other departments and senior stakeholders to align claims operations with broader business goals and deliver a seamless client experience

Qualifications and Experience

• A relevant qualification in short-term or long-term insurance (preferred)
• 5 to 10 years of proven experience in claims management within the short-term insurance industry
• Mechanical or technical knowledge/experience (advantageous)

Skills and Knowledge

• Demonstrated leadership and team management skills
• Strong stakeholder management and communication abilities at senior and executive levels
• In-depth understanding of claims processes, industry regulations, and risk mitigation
• Experience in process improvement, automation, and workflow optimisation in high-volume administrative environments
• Familiarity with technical/ mechanical claims (advantageous)
• Proficiency in using claims and reporting systems

Core Competencies

• Innovation: Continuously seeks and implements new ways to improve operations
• Client Focus: Builds strong client relationships and prioritises client-centric solutions
• Results Driven: Achieves high performance even under pressure
• Collaboration: Works well with teams and partners across the business
• Resilience: Remains effective under stress and adapts to challenges

Behavioural Competencies

• Organisational Savvy: Navigates policy and people dynamics with tact and insight
• Complexity Management: Handles complex information and makes sound decisions
• Employee Engagement: Creates an inclusive and motivating work environment
• Business Acumen: Understands market dynamics and aligns decisions with business goals
• Integrity & Ethics: Operates with a strong moral compass and a high level of accountability
• System-Orientation: Skilled in using and optimising technology systems to drive efficiency

Why Join Us?

We're a purpose-driven organisation committed to innovation, excellence, and putting clients first. In this role, you'll play a pivotal part in shaping the claims experience and driving operational success in a dynamic and rewarding environment.

Ready to make an impact? Apply now and help us redefine excellence in claims management.