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Divisional Executive: Claims Management

Date: 15-Jul-2021

Location: Johannesburg GAU ZA, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.


To provide strategic leadership that will drive and optimise Claims services into the Operations function, across all channels.

Minimum Experience

8 - 10 years experience in a similar environment, of which 3 - 4 years at senior management level

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications



  • Contribute to the continual innovation of operational business activities, processes and systems in service of performance enhancement.
  • Responsible for key operational decisions and resolving business issues promptly and effectively. Monitors key operational processes against SLAs, Business KPIs and compiles management information.
  • Accountable for the formulation of functional operating models and value-chain integration, ensuring alignment with strategic objectives.
  • Proactively identify problems across the function of which the causes are ambiguous and uncertain, identifies optimal alternatives and designs optimal solutions, anticipating future challenges.
  • Plan for effective organisational management across the value-chain, set strategic objectives and priorities among existing services, processes or systems and new developments, and specify the required measurements to monitor performance effectiveness.
  • Identifies the impact on claims handling following changes to underwriting policy products or cover and makes strategic recommendations.
  • Acts as a subject matter expert on claims handling and settlement practice within the organisation.
  • Evaluates claims settlement figures and makes recommendations on Liberty's reserving philosophy to ensure that it remains accurate and appropriate.
  • Manages the settlement of complex claims in accordance with Liberty policies and procedures. Determines and reviews the process for settling claims in line with Operations strategy.


  • Build and maintain stakeholder relationships for the purposes of expectation management, knowledge sharing and integration.
  • Influence and drive the implementation of a customer-centric stakeholder framework, which builds positive relationships and encourages feedback.


  • Ensure that appropriate strategies have adequate financial resources for the development and implementation of critical financial plans and budgets. Influence the implementation and integration thereof across the organisation.
  • Makes recommendations in relation to Liberty's cost control strategy for claims management. Establishes and maintains quality assurance checks and audits, providing feedback from them and acting on the results.

Learning and Growth

  • Ensures that all teams are sufficiently skilled, empowered and inspired to deliver an exceptional customer service experience to meet current and future servicing requirements.
  • Integrate and drive human resource strategies across operating units to ensure optimum utilisation of human capability through effective planning and development.
  • Provides a clear translation of the Operations vision into strategic plans that inspire a culture of customer excellence and develop and equip all employees with the skills to champion ongoing change
  • Ensures appropriate resource allocation, talent management and succession plans across the division to ensure sustained skill levels and service delivery.


  • Drive the development and implementation of integrated risk, governance and compliance frameworks, ensuring the consolidation of the risk profile for an area of accountability across the value chain, managing critical risks and providing feedback.
  • Identifies issues in relation to particular claims or overall trends and escalates in line with Liberty's practices and policies.
  • Analyses the options available for settling complex claims and makes appropriate and effective claims handling decisions with reference to the law, regulations and other relevant factors.


Liberty Values

    Technical Competencies

    • Conflict Resolution (Advanced)
    • Operations Risk Management (Advanced)
    • Operations Management (Advanced)
    • Policy implementation (Advanced)
    • Claims knowledge (Expert)
    • Claims notification and investigation (Advanced)
    • Claims settlement (Advanced)
    • Claims management (Expert)
    • Customer Liaison (Advanced)

    Behavioural Competencies

    • People Management and Empowerment (Advanced)
    • Relationship Management and Networking (Advanced)
    • Problem Solving and Analysis (Advanced)
    • Strategic Insight and Capability (Advanced)

    We put our knowledge and insight acquired over the past 60 years, to serving a pan-African market of the future.  Liberty has received its eighth certification as a Top Employer from the Top Employers Institute. See details here link

    Job Segment: Claims, Manager, Underwriter, Risk Management, QA, Insurance, Management, Finance, Quality