Head: Claims & Client Service Operations – Momentum Metropolitan

Job Description

The Head: Claims & Client Service Operations provides strategic leadership and oversight of the Claims, Client Service, and Policy Administration functions. The role is accountable for driving operational excellence, service delivery, governance, risk management, process optimisation, and customer experience while ensuring compliance with legislative and business requirements. The incumbent will lead a high-performing team and contribute to sustainable business growth and operational effectiveness.

Job Summary
– Employer: Momentum Metropolitan
– Job Type: Full-time
– Location: Windhoek, Namibia
– Category: Insurance
– Closing Date: 2026-09-25

Key Responsibilities
– Lead and implement operational strategies, service standards, and continuous improvement initiatives to enhance efficiency and customer experience.
– Oversee the effective management of claims, client service, and policy administration operations, ensuring accuracy, quality, and service excellence.
– Establish and monitor performance standards, service levels, and key operational metrics to drive accountability and business performance.
– Ensure effective risk management, governance, fraud mitigation, regulatory compliance, and adherence to company policies and audit requirements.
– Provide leadership, coaching, mentoring, succession planning, and capability development to build a high-performing and customer-centric team.

Requirements
– Relevant tertiary qualification in Business Administration, Finance, Insurance, or a related field.
– Postgraduate qualification will be an added advantage.
– Minimum 8 years’ senior management experience, preferably within the financial services industry.
– Strong knowledge of claims, client service, operational management, budgeting, stakeholder management, and strategic execution.