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Confluent is looking for an Insurance Operations Manager in Cape Town to lead its Insurance Claims and Fulfilment functions. Reporting at executive level and appointed as a Key Individual of the financial services provider, the successful candidate will be accountable for claims outcomes, policy client service and the first-line control environment. Applications close on 16 December 2026.
Confluent operates in the insurance sector, and this is a senior operational leadership role rather than a hands-on claims handling post. The role turns business objectives into clear operational priorities, making sure claims and policy fulfilment are fair, accurate and timely, and building a capable, accountable team across the senior and junior management layers.
The work covers claims management, fulfilment and policy client service, people leadership, systems and process optimisation, and stakeholder, budget and resourcing work. In claims, the manager leads end-to-end claims performance against product service level agreements, accuracy and complaint targets, holds final approval for claims above M2 limits, refunds and exceptions, manages the Claims Insurance Specialist on technical claims, escalations and audit preparation, maintains the Claims quality assurance function, manages the claims relationship with insurers, and drives root cause analysis on claims defects and rework. In fulfilment, the manager leads the team delivering client service across the policy lifecycle, including policy administration, sets and monitors fulfilment service levels and cycle times to a first-time-right, fair-outcome standard, maintains the Fulfilment quality assurance function, ensures complaints are handled in line with Treating Customers Fairly and Policyholder Protection requirements, and uses complaint and query trends to fix underlying process issues. People leadership covers the M2 Operations Manager and the M1 Claims and Fulfilment Team Leaders and their teams, including performance management, training, skills upliftment, succession planning, leave, overtime, performance ratings and disciplinary actions. The role also prioritises system improvement and automation projects, reviews user acceptance testing outcomes and deployment readiness, signs off operational policy, process and system changes, acts as liaison between Operations, Compliance, IT, Products and Finance, delivers the monthly Operations and executive committee report, manages relationships with insurers, external compliance officers and auditors, and contributes to budgeting, forecasting and capacity planning.
Only what the source states is listed here:
The following are advantageous, not required: experience in an insurance or financial services environment, ideally in claims, policy administration or fulfilment; Full Representative status (not under supervision) for the financial services provider’s licensed categories, with continuing professional development up to date; RE1 and RE5 passed; an FSCA-recognised qualification applicable to the provider’s licence categories; and working knowledge of the FAIS Act, Insurance Act, Policyholder Protection Rules and Treating Customers Fairly. After appointment, the Key Individual Fit and Proper requirements, including RE1, plus RE5 and an FSCA-recognised qualification, must be obtained within the first 9 months of the role, and good working knowledge of the listed financial sector legislation, including the FAIS Act, Financial Sector Regulation Act, Insurance Act, National Credit Act, FICA and POPIA, is required within 6 months. The advert states no separate experience level label, so none is shown in the job details.
This vacancy is listed on Careers24, and the Apply button on this page takes you directly to the original advert. Apply only through the original listing, and never pay anyone to secure an interview or an appointment.
Show, with examples, how you have led multi-layer teams against service, quality and turnaround targets, and how you have handled claims escalations, insurer relationships and audit preparation. If you hold RE1 and RE5 or Full Representative status, state this clearly, and be ready to explain how you would close any remaining regulatory requirements within the timelines the advert sets.
When you apply through the original advert, your application goes to Confluent. Shortlisted candidates can expect their leadership experience, regulatory standing and operational track record to be assessed, and successful candidates will be supported in meeting the remaining regulatory requirements of the role.
This page is informational only and is not the employer. Details such as the closing date and requirements may change, so confirm them in the original advert. Applications close on 16 December 2026.
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