Insurance Operations Manager

About the role

The Insurance Operations Manager will lead day‑to‑day insurance operations for Sena Financial Services in Johannesburg. This full‑time, on‑site position oversees policy administration, claims handling, COIDA processes and overall service delivery to clients, ensuring compliance and operational excellence.

Key responsibilities

• Manage and optimise policy administration, claims management and COIDA‑related workflows.
• Develop, implement and continuously improve operational procedures and standards.
• Monitor performance data, generate reports and drive efficiency improvements.
• Resolve escalated client issues and ensure a seamless client experience.
• Coordinate and mentor operational teams, providing training and performance feedback.
• Collaborate with advisory and intermediary staff to align operations with strategic initiatives.

Required profile

• Relevant tertiary qualification in insurance, finance, business management or a related field.
• Professional certifications in insurance or risk management are advantageous.
• Proven leadership experience in insurance operations or claims management, preferably within COIDA or employee‑benefits environments.
• Strong understanding of South African insurance regulations, COIDA and social security frameworks.
• Commitment to ethical conduct, social justice and client‑centred service delivery.

Required skills

• Proficiency with insurance administration systems.
• Advanced use of spreadsheets (e.g., Excel).
• Experience with databases and CRM tools.
• Data analysis and performance monitoring using reporting tools.