Job Description

Empowering Africa's tomorrow, together...one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
To provide strategic leadership and oversight of the non-motor claims function by managing a team of first line claims managers within the Insurance Claims Operations portfolio. The role is accountable for ensuring operational efficiency, profitability, and exceptional customer experience across the end-to-end claims value chain. It requires a strong leader with deep technical expertise to balance compliance, risk management, and fraud detection with continuous process improvement, cost control, and people development.

Managing Others: Take responsibility for the effective management of others | Business Management: To provide specialist advice and support in assisting to manage and deliver on business initiatives | Ensure that timelines are met: Manage team in such a way that deadlines are met | Dealing with Stakeholders: Taking responsibility for managing the expectations of stakeholders.

1. Operational ExcellenceEnd-to-end non-motor claims processed within agreed SLAs and turnaround times. Consistent application of claims policies, procedures, and underwriting guidelines. Optimized workflows and reduced manual interventions through automation/digitization. Regular management reports on claims volumes, cycle times, leakage, and efficiency.

2. Financial & Cost ControlDelivery of claims loss ratios within budgeted parameters. Reduced claims leakage through stronger controls, audits, and supplier performance. Effective negotiation and management of service providers to ensure fair cost and quality. Contribution to overall profitability targets of the Insurance Claims Ops portfolio

3. Customer & Service DeliveryImproved customer satisfaction and retention through transparent, fair claims handling. Resolution of escalated claims complaints within defined timelines. Implementation of customer experience improvements based on feedback/complaints analysis.

4. Risk, Compliance & Fraud Management100% compliance with regulatory requirements (FSCA, TCF, POPIA, etc.). Implementation of effective fraud detection and investigation protocols. Timely internal and external audit reports with no material findings. Clear governance framework for claims approvals, escalations, and exceptions.

5. People Leadership & DevelopmentHigh-performing claims management team with clear performance goals and metrics. Structured technical training and mentorship for claims managers and staff. Improved staff engagement and retention within the claims function. Effective succession planning for critical roles in the claims team.

6. Strategic Contribution & InnovationDelivery of claims transformation initiatives (e.g., process redesign, digital platforms). Regular insights provided to Exco on claims trends, risk exposures, and product feedback. Participation in product development and pricing discussions with underwriting teams. Benchmarking claims performance against industry best practice.

Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.Absa Bank Limited reserves the right not to make an appointment to the post as advertised