Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description• Lead and manage the operational delivery of the personal insurance function, leading teams to drive efficient selling of personal insurance products, underwriting administration support, processing and maintenance of insurance policies across their lifecycle ensuring excellent customer service, and compliance with regulatory and governance standards in adherence to world-class operations standards.
• Provide input for consideration into the development of strategic initiatives in selling and underwriting of personal insurance products. Drive the implementation and execution to ensure the achievement of the defined strategic objectives and goals.
• Resolve complex selling and underwriting administration issues by facilitating and coordinating the decisions and actions of various internal and external stakeholders to resolve escalations, disputes, and systemic challenges, limiting the negative impact of complaints on the organisation.
• Manage and guide the team in selling and underwriting administration functions, ensuring customer service levels (SLA’s) are met and financial losses and risks mitigated. Guide the teams in the overall operational execution of work ensuring that work outcomes are achieved, client service standards are adhered to, and financial and reputational risks mitigated.
• Manage and guide teams to ensure that effective underwriting is enabled by obtaining, validating and recording all required information in line with internal standards and regulatory requirements.
• Oversee customer service quality and implement assigned customer experience scores and measures. Assess, through monitoring and evaluation, whether underwriting administration support service standards are being met and take corrective action that create enhanced customer experience.
• Identify reoccurring customer service delivery issues and deliver on solutions to improve customer experience and service and prevent reoccurrence of underwriting administration queries and complaints
• Resolve escalated matters (e.g. authorisations / queries / complaints, workflow, staffing constraints, system downtime) and take responsibility for providing customers with timeous feedback.
QualificationsInsurance Degree or Business related.
Insurance qualification, minimum Higher Certificate in Insurance
Experience
5-7 years, minimum 3 years at the managerial level
In-depth understanding of the end-to-end underwriting value chain.
The role requires in-depth underwriting administration knowledge and experience.
Insurance Products and Services expert
Demonstrated experience and ability to build constructive internal relationships to continuously improve the customer experience
Demonstrated success in driving process optimization, digitization, and automation projects to enhance operational efficiency and improve customer experience
Demonstrated success in driving operational performance, efficiencies, and productivity to meet quality and service standards.
Experience and knowledge of the Insurance operations and processes
Experience resolving complex underwriting administration services issues, with demonstrated ability to interact across multiple internal and external stakeholders
Proven track record of leadership, with experience in leading teams through organisational change and transformation initiatives
Insurance Risk Management experience is essential.
Additional InformationBehavioural Competencies:
- Examining Information
- Generating Ideas
- Exploring Possibilities
- Directing People
- Meeting Timescales
- Checking Things
- Following Procedures
- Managing Tasks
- Upholding Standards
- Producing Output
- Taking Action
- Pursuing Goals
Technical Competencies:
- Claims Knowledge and Management
- Insurance Principles
- Insurance Products & Services
- Underwriting and Pricing Risk
- Underwriting Management
- Underwriting Process
Skills Required
- Insurance degree or business-related degree
- Insurance qualification of at least a Higher Certificate in Insurance
- 5–7 years of relevant experience
- At least 3 years of managerial experience
- In-depth understanding of the end-to-end underwriting value chain
- In-depth underwriting administration knowledge and experience
- Expertise in insurance products and services
- Experience building constructive internal relationships to improve customer experience
- Successful experience driving process optimization, digitization, and automation projects
- Experience driving operational performance, efficiency, productivity, quality, and service standards
- Experience and knowledge of insurance operations and processes
- Experience resolving complex underwriting administration issues across multiple stakeholders
- Leadership experience guiding teams through organizational change and transformation
- Insurance risk management experience
- Knowledge of claims management, insurance principles, underwriting and pricing risk, underwriting management, and underwriting processes
Standard Bank Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Standard Bank Group and has not been reviewed or approved by Standard Bank Group.
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Leave & Time Off Breadth — Leave options span vacation, study, parental, compassionate/family responsibility, sick/short‑term incapacity, sabbatical, recognition and optional unpaid leave, subject to country practices. This breadth provides flexibility to manage family, study, health, and rest needs.
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Healthcare Strength — Core protection includes medical cover and death/incapacity insurance, with many markets offering permanent health insurance and optional life/funeral or gap‑cover add‑ons. Wellness and counselling programs further strengthen day‑to‑day health support.
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Fair & Transparent Compensation — Formal remuneration materials emphasize equal pay for work of equal value, structured market alignment, and pay‑equity analyses alongside clawback/forfeiture provisions. This governance signals predictable, fairness‑oriented pay practices.
Standard Bank Group Insights
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
