Administration Manager (Servicing & Claims)

SUMMARY:
Administration Manager (Servicing & Claims)

POSITION INFO:
Role: Administration Manager (Servicing & Claims) Category: Investments Location: Johannesburg Salary: Market-related Our client is seeking an experienced, dynamic, and motivated Personal and Commercial Lines Administration Manager to join their high-performance team. This is an exciting opportunity for an insurance professional who thrives in a collaborative environment and is deeply passionate about delivering exceptional client service. In this pivotal role, you will lead the day-to-day administration of both Personal and Commercial Lines portfolios, work closely with a diverse range of clients and leading insurers, and ensure operational excellence across the business. If you enjoy building strong relationships, driving efficiency, and contributing to a growing business, we want to hear from you! Key Responsibilities: Policy Administration: Assist with policy servicing, amendments, and renewals; capture and update client records on brokerage administration platforms. Claims Management: Register, process, and validate motor and non-motor claims; appoint assessors, check cover against policy wordings, and calculate settlement amounts or excesses. Client Service: Act as the dedicated point of contact; communicate claim requirements, provide consistent updates (via phone, email, or WhatsApp), and handle client queries. Broker & Insurer Liaison: Mediate between the client and insurance underwriters or third-party service providers (like panel beaters or repairers) to expedite timely claim resolutions. Compliance & Recoveries: Follow up on third-party recoveries and ensure adherence to South African financial regulations including FAIS, FICA, and Treating Customers Fairly (TCF) guidelines. Client Interaction: Professionally handle all inbound and outbound client queries via telephone and email, including assisting walk-in clients. Needs Analysis: Review client profiles to conduct insurance needs analyses and recommend appropriate personal or commercial lines cover. Retention: Manage client queries promptly, assist with retentions, and prevent policy cancellations. Operations & Support: Assist in administrative back-office support services, maintain and update business trackers, and adhere to effective turnaround times. Professional Standards: Meet continuous professional development objectives, adhere to the regulations and ethics of all Insurance bodies, and meet all specified KPAs. Experience: Minimum of 5 years'' experience in customer service within Personal\/Commercial lines. Proven experience in registering and assessing Personal and Commercial lines claims within a brokerage or insurer environment. Deep familiarity with South African financial regulations (FAIS, FICA, TCF). Must possess own reliable transport. NQF Level 4 or 5 qualification in Short-Term Insurance. Regulatory Examination Level 5 (RE5) certificate. Proficient in Microsoft Office 365 (Word, Excel, Outlook, MS Teams, PowerPoint). Exceptional organizational and time management skills with a high attention to detail. Excellent verbal and written communication skills paired with strong telephone etiquette. Demonstrated ability to supervise, motivate support staff, and lead a team. Comfortable engaging with high-net-worth clients and senior executives with absolute discretion and integrity. Proactive, initiative-driven, and a team player with a positive, can-do attitude.