Senior Manager: Hospitality

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

The Senior Manager: Hospitality contributes to the achievement of organisational objectives by providing strategic leadership and oversight of the Specialist Hospitality line of business. This role is accountable for growing the Specialist Hospitality book of business, expanding market share and maximising sustainable profitability. Responsible for the end-to-end execution of the long-term strategy, ensuring strong financial performance, effective operational management and ongoing alignment with broader business goals.

Responsibilities

Leadership and Direction
Set and clearly communicate the strategy required to achieve the vision of the Specialist Hospitality division, embedding TIH values within the function. Define and drive the key strategic actions required for successful implementation, while inspiring and leading a small, highly specialised team to commit to the strategy and consistently deliver exceptional outcomes in support of the line’s business objectives.

Functional Strategy Formation
Lead the development and execution of the strategy for the Specialist Hospitality division by anticipating macro trends, emerging risks, and complex market opportunities. Ensure strategic alignment and integration with the broader business insurance strategy to support sustainable growth and competitive positioning.

Budgeting & Costing
Take overall accountability for setting, managing, and delivering the Specialist Hospitality division’s budget. Continuously monitor Gross Written Premium and clients on risk against targets and actuals. Oversee the development and performance of the claims ratio, including the impact of IBNR and outstanding reported claims. Manage and monitor investments and ongoing operational costs against budget to ensure profitability and financial discipline.

Risk Management, Reinsurance & Analysis
Provide oversight of risk management for the Specialist Hospitality line of business, including the ongoing review and enhancement of policy wordings to ensure relevance, compliance, and fitness for purpose. Ensure the annual renewal of reinsurance treaties and establish a formalised, structured renewal schedule across all existing business.

Product/Service Development
Lead the development, enhancement and delivery of the Specialist Hospitality product suite by defining and driving the product and service roadmap and managing the associated backlog. Analyse market trends, customer needs, and competitive dynamics to ensure the hospitality offering remains relevant and differentiated through continuous product development. Drive the design and launch of new products aligned to a defined target market and the company’s risk appetite statement.

Operational Compliance
Ensure that all business activities within the Specialist Hospitality division comply with applicable external regulatory requirements and voluntary codes, including TCF, as well as internal policies and standards. This includes minimising business risk and protecting the organisation’s reputation through effective oversight of key operational components such as sales platforms, renewal processes, rating tools and supporting systems.

Marketing
Oversee the marketing strategy for the Specialist Hospitality line of business, including advertising, lead generation, market presence initiatives, broker engagement, and ongoing support to the broker marketing channel to drive sustainable growth and brand positioning.

Organisational Capability Building
Coach, mentor and develop staff supporting the Specialist Hospitality business to strengthen individual capability, build a strong talent pipeline, and support succession planning within the organisation.

Performance Management
Manage and report on performance across the Specialist Hospitality division by setting clear and measurable performance objectives for direct reports and holding them accountable for delivery. Take timely and appropriate corrective action where required to ensure the achievement of annual business and financial objectives.

Customer Relationships Development
Develop and implement a relationship management plan for each distribution channel, such as direct, brokers and group schemes.

Promoting Customer Focus
Develop internal marketing plans and work collaboratively with cross-functional teams to strengthen internal relationships within a large organisation. Build strong external customer relationships by setting, managing and continuously improving customer satisfaction measurement systems and scorecards.

Customer Needs/Experience Research
Lead the research and design of Specialist Hospitality product concepts through structured customer insight approaches, including voice of the customer initiatives. Drive the execution of tools, procedures and initiatives that deepen understanding of customer segments, emerging trends, needs and expectations, and translate these insights into commercially viable product and service enhancements.

Education

Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification (Essential) Relevant business degree (Essential) AIISA or FIISA Qualifications (Essential)

Experience

Managerial Experience Experience of planning, managing and organising resources within short / medium timescales within the overall policy framework. (Over 6 years to 10 years), Over 10 years experience in the specialist hospitality industry (Essential) General commercial insurance knowledge (Advantageous)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.