General Manager - Consumer Lines (Motor Claims)

About the role

Braxtone Group is looking for a General Manager to lead, develop and grow its Motor and Consumer Claims business in Dubai. The role reports to the CEO and aims to deliver efficient, scalable and high-quality claims services while expanding relationships with insurers and other partners across the GCC.

Key responsibilities

• Lead and grow the Motor and Consumer Claims function, including its business plan, service model and growth strategy.
• Develop business opportunities with insurers, brokers, fleet operators and other partners.
• Oversee end-to-end delivery of motor and consumer claims services.
• Establish claims processes, service standards, controls and escalation procedures.
• Drive improvements in turnaround time, customer experience, cost control and service quality.
• Develop and monitor operational KPIs and service-level performance.
• Build and manage the claims team and operational resources as the portfolio grows.
• Manage relationships with garages, surveyors, recovery providers and other claims partners.
• Identify opportunities for automation and digitalisation of the claims journey.
• Manage client relationships and ensure contractual and service expectations are met.
• Monitor business performance, including claim volumes, revenue, costs, productivity and profitability.
• Work with other Claims Division functions and Group companies on growth and cross-selling.
• Ensure compliance with regulatory requirements, client requirements and company policies.

Key performance indicators

• Achieve agreed revenue and claims portfolio growth targets.
• Secure new insurer portfolios and contracts and expand existing accounts.
• Deliver agreed profitability and margin while managing operating costs.
• Achieve agreed SLA and turnaround-time targets.
• Improve productivity, claims handling efficiency and cost per claim.
• Implement measurable improvements and automation in the claims journey.
• Team productivity, capability development and performance management.
• Compliance with regulatory, client and internal requirements.