Head of Client Services and Claims

About the role

The Head of Client Services and Claims provides strategic leadership for the Claims, Client Service and Policy Administration functions. The role drives operational excellence, governance, risk management and customer experience while ensuring compliance with legislative and business requirements.

Key responsibilities

• Lead and implement operational strategies, service standards and continuous‑improvement initiatives to boost efficiency and customer satisfaction.
• Oversee the day‑to‑day management of claims, client service and policy administration, ensuring accuracy, quality and service excellence.
• Establish and monitor performance standards, service levels and key operational metrics to drive accountability.
• Ensure effective risk management, fraud mitigation, regulatory compliance and adherence to audit requirements.
• Provide leadership, coaching, mentoring, succession planning and capability development to build a high‑performing, customer‑centric team.

Required profile

• Relevant tertiary qualification in Business Administration, Finance, Insurance or a related field (post‑graduate qualification is an advantage).
• Minimum 8 years senior management experience, preferably in the financial services industry.
• Strong knowledge of claims, client service, operational management, budgeting, stakeholder management and strategic execution.

Required skills