Job Description

Introduction
Our client, a global leader in the insurance industry, is seeking a highly experienced Manager: Travel Insurance Policy Administration to establish, lead, and scale a brand-new policy administration function within their South African operations, based in Cape Town. This role is ideal for a strategic, operationally strong leader with deep experience in short-term insurance, policy administration, regulatory compliance, and team management, with a strong advantage for experience in travel insurance.
This is a rare opportunity to build a department from the ground up and shape the operational future of a growing travel insurance portfolio.
Key Responsibilities
Department Startup & Operational Buildout
Lead the end-to-end creation of a new Policy Administration department, including workflow design, SOP development, documentation, and staffing.
Develop, implement, and transfer standard operating procedures (SOPs), quality control frameworks, and performance standards.
Collaborate with underwriting, product, IT, and compliance teams to ensure operational readiness for new products and services.
Drive scalability, automation, and continuous improvement.
Policy Administration & Operations Management
Oversee policy issuance, endorsements, renewals, cancellations, and record management.
Ensure accuracy of policy data and timely completion of administrative tasks.
Resolve escalated, complex, or technical policy issues.
Leadership, Team Development & Performance Management
Recruit, onboard, and train a newly established policy administration team.
Set service standards, quality expectations, and operational KPIs.
Lead, coach, and develop high-performing staff in a fast-scaling environment.
Compliance & Quality Assurance
Ensure compliance with travel insurance and short-term insurance regulatory requirements.
Conduct internal audits, quality checks, and implement remediation where required.
Work with legal and compliance on regulatory changes and policy updates.
System, Process & Workflow Management
Collaborate with IT and product teams on system implementation and optimisation.
Lead UAT for new products, system updates, and enhancements.
Identify automation, digitisation, and workflow optimisation opportunities.
Cross-Functional & Stakeholder Collaboration
Partner with underwriting, claims, finance, sales, customer service, and external distribution partners (travel agencies, airlines, brokers).
Support channels with policy processes, product details, and operational queries.
Reporting, Analytics & Performance Tracking
Track and report operational KPIs (accuracy, turnaround time, audit results).
Provide insights and recommendations to senior leadership.
Support forecasting, planning, and product development.
Qualifications & Requirements
Required
Bachelor's degree in Business, Insurance, Finance, Management, Project Management or related field.
RE5 Certification (or willingness to do it).
5+ years' experience in Insurance Policy Administration (Short-Term Insurance essential; Travel Insurance advantageous).
2-3 years' Manager/Supervisor leadership experience.
Strong knowledge of insurance operations, policy systems, compliance, and regulatory frameworks.
Experience with workflow design, SOP development, and operational process creation.
Strong communication, analytical, and problem-solving skills.
Project Management certification or proven project experience.
Preferred
Experience launching or scaling new insurance functions or departments.
Familiarity with digital insurance systems, automation, and workflow tools.
Exposure to operational transformation initiatives.
German (conversational)
Core Competencies
Leadership & People Management
Operational Excellence in Insurance
Change Management
Collaboration & Influence
Analytical & Strategic Thinking
Customer-Centric Mindset
Strong Decision-Making Skills
Competencies Specific to New Department Startup
Strategic Operational Design
Project & Program Management
Systems Implementation & Integration
Regulatory & Compliance Startup Knowledge
Talent Building & Team Formation
Entrepreneurial Mindset & Innovation
Scalability & Process Optimisation
Remuneration
Competitive Market Related Salary
Additional Benefits, + Medical Aid
10% of annual salary for a retirement annuity after 6 months
Performance Bonus
Interested?
If you are a strategic insurance operations leader ready to build and lead a high-performing Policy Administration division, apply now!
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