Claims & Benefits Administration Manager

About the role

The Claims & Benefits Administration Manager will lead the insurance claims function, ensuring timely and professional handling of general insurance claims while meeting customer expectations. Reporting to senior leadership, the role oversees a team of assessors and negotiators, develops policies, and provides expert counsel on complex claims and coverage matters.

Key responsibilities

• Review and analyse complex, high‑value insurance claims in line with organisational policies and customer service standards.
• Initiate specialist investigations, engage loss adjusters or subject‑matter experts, and authorise claims within delegated authority.
• Develop and deliver specialised fraud prevention and monitoring activities, aligning with fraud management policies.
• Identify emerging fraud risk factors, draft fraud prevention policies, and propose enhancements to anti‑fraud systems.
• Investigate complex suspected fraud or financial crime cases, gather evidence, and recommend appropriate actions.
• Communicate strategy and business plan to the team, motivate staff to achieve local business goals.
• Manage and report on performance of a diverse team, set objectives and take corrective action as needed.
• Deliver budgeting responsibilities and conduct complex analyses of budget progress.
• Identify and evaluate expertise‑led solutions against criteria to select optimal approaches.

Required profile

• Strong leadership and communication abilities to guide and inspire a team.
• Analytical mindset with experience in risk evaluation and complex problem solving.
• Proven capability in performance management, setting objectives and driving results.
• Experience in budgeting, financial analysis and resource allocation.
• Knowledge of fraud prevention, investigation processes and regulatory compliance.

Required skills