Department Head – Refunds, Cash & Collections

About the role

We are seeking an experienced Department Head to lead our Refunds, Cash Administration and Collections functions. You will be responsible for overseeing daily operations, ensuring compliance with policies and regulations, and driving service‑delivery excellence across the teams.

Key responsibilities

• Supervise and coordinate daily activities of the Refunds, Cash Administration and Collections teams.
• Monitor performance metrics and analyse operational statistics to meet service targets.
• Assist in budgeting, monitoring and reporting of departmental finances.
• Oversee outstanding premium accounts, arrears resolution and General Ledger accuracy.
• Coordinate monthly ICT schedules and system‑related activities.
• Investigate and resolve escalated queries, complaints and regulatory issues (FSCA, ASISA, Ombudsman).
• Prepare and submit operational and management reports.
• Authorize payments and refunds within approved mandates.
• Maintain departmental policies, procedures and documentation.
• Perform daily reconciliations and ensure correct allocation of premiums.
• Identify process improvement opportunities and support system enhancement projects.
• Provide coaching, performance monitoring and employee development.

Required profile

• Proven leadership experience in refunds, cash administration or collections.
• Strong analytical skills with ability to interpret operational data.
• Excellent knowledge of financial controls, General Ledger and regulatory compliance.
• Effective communication skills for stakeholder engagement.
• Ability to manage budgets and drive continuous improvement.

Required skills

What we offer

• Competitive compensation package.
• Opportunities for professional development and career progression.
• Supportive work environment that values teamwork and accountability.