Supervisor Motor Claims Settlement and Operations (Head Office)

About the role

The Supervisor Motor Claims Settlement and Operations will lead the planning and execution of motor claims settlement and daily operational activities at the head office. Reporting to senior management, the role oversees a team of Customer Service Officers, Senior CSOs and Senior Officers, ensuring claims are processed promptly, accurately and in line with company policies and regulatory requirements.

Key responsibilities

• Communicate operational procedures and monitor adherence to ensure controlled work execution.
• Ensure timely and accurate settlement of motor claims within policy terms, delegated authority limits and company guidelines.
• Monitor and control claim settlement costs through proper coverage validation and liability assessment.
• Review and investigate complex or high‑value claims to minimise leakage.
• Coordinate and verify ambulance, medical, workshop and other claim‑related expenses.
• Maintain adequate claim reserves and ensure all documentation is complete and up‑to‑date.
• Supervise daily claims settlement activities, guaranteeing compliance with service standards, turnaround times and regulatory requirements.
• Monitor team productivity, workload distribution and service quality to deliver high‑level customer service.
• Support quality monitoring of repairs and services provided by approved repairers.
• Identify and implement process improvements to enhance operational efficiency and service quality.

Required profile

• Minimum 48 months of experience in motor claims handling or a related insurance function.
• Strong knowledge of insurance policies, claims procedures and regulatory standards.
• Proven ability to lead and develop a team in a fast‑paced environment.
• Excellent analytical and investigative skills with attention to detail.
• Effective communication skills and the ability to work under tight deadlines.

Required skills

• Claims management
• Claims handling procedures
• Motor claims processing
• Operational procedures
• Claims settlement