Job Description

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.