Insurance Operations Manager – Claims & Fulfilment (Key Individual)

Cape Town, South AfricaFull-timeSeniorOn-sitePosted 2 Nov 2026

Job Overview

Confluent is appointing an Insurance Operations Manager (Operations Head) in Cape Town (permanent; reference 209973; posted 30 October 2026; apply before 16 December 2026) to lead its Insurance Claims and Fulfilment functions and the people who deliver them. Reporting at executive level and appointed as a Key Individual of the FSP, the role is accountable for claims outcomes, policy client service and the first-line control environment.

The incumbent turns business objectives into clear operational priorities, ensures claims and policy fulfilment are fair, accurate and timely in line with TCF and the Policyholder Protection Rules, builds an accountable multi-layer team of managers and team leaders, prioritises automation and system improvements, and delivers monthly Operations and Exco reporting. Insurance experience is advantageous but not essential – regulatory requirements (RE1/RE5, KI fit and proper) can be obtained within nine months.

Key Responsibilities

• Lead end-to-end claims performance against product SLAs, accuracy and complaint targets; approve claims above M2 limits, refunds and exceptions

• Maintain Claims and Fulfilment QA functions aligned with insurer QA and Group Business Assurance

• Manage insurer relationships, escalations and exception handling; drive root-cause analysis on defects and rework

• Lead policy-lifecycle client service – administration, changes, queries, refunds and complaints under TCF and PPR

• Lead the M2 Operations Manager and M1 Team Leaders; drive performance management, training and succession

• Prioritise system improvement and automation projects; approve UAT outcomes and operational policy/process changes

• Deliver the monthly Operations and Exco report with trends and forward-looking insight

• Contribute to budgeting, forecasting and capacity planning; manage auditors and external compliance officers

Required Qualifications

• Appropriate degree

• 5 years’ people management experience, including 3 years at middle/senior level managing team leaders or managers

• Proven experience running operations against SLA, quality and turnaround targets

• Insurance/financial services claims or policy administration experience advantageous

• RE1, RE5 and FSCA-recognised qualification advantageous (must be obtained within 9 months)

• Working knowledge of FAIS, Insurance Act, PPR, TCF, FICA and POPIA; clear credit and criminal record

Skills & Requirements

Insurance OperationsClaims ManagementPolicy AdministrationKey Individual (FAIS)TCFPolicyholder Protection RulesQuality AssuranceSLA ManagementProcess OptimisationExco ReportingBudgeting & Capacity PlanningPeople Leadership