Head: Claims Operations at Absa Group Limited (Absa)

Job Description

Accountability: Strategy Formulation and Execution

• Translate the broad Absa Insurance Company (AIC) and Business Operations strategy to drive the alignment and integration of strategy across the claims value chain.
• Set and cascade the Claims Operations strategy in alignment with both company and functional strategic objectives.
• Translate strategy into actionable steps for growth, implementing AIC’s goal setting and annual operations planning.
• Manage the execution of the business strategy in relation to claims administration, claims cost control, procurement and supplier management, and the claims related quality assurance capabilities across the unit.
• Orchestrate the design and maintenance of operational activities in the Claims Operations sub-unit and provide advice and guidance on production activities as well as improvement projects and initiatives.
• Actively identify opportunities for improved service outcomes, operational efficiencies and financial performance.
• Stay abreast of industry trends and role players and ensure that the Claims Operations sub-unit is well-positioned to provide competitive and industry-leading services.
• Provide ongoing advice and direction to the operational structure in terms of procedure, policies, legislative and regulative operations whilst maintaining the appropriate commercial/regulatory balance.
• Oversee the process improvement and business architecture development (including systems architecture) for all claims related processes and systems within AIC.
• Liaise with other relevant stakeholders to identify and operationalise synergies for service delivery as well as for operational performance.

Accountability: Operational Effectiveness

• Oversee operations and employee productivity, building a highly inclusive culture that ensures team members can thrive and that organisational goals are met.
• Collaborate with executive team members in creating, growing, and building a world-class, industry-leading claims operation.
• Orchestrate the necessary process to facilitate regular strategic alignment between the various divisions.
• Actively analyse internal operations and identify areas for process enhancement. Drive the development and tracking of tactical plans and scorecards and take corrective actions where required.
• Drive strategic reporting requirements and ensure the appropriate action orientation.
• Use insights and knowledge gained from high-level reports and analyse complex comparative information to create scenarios to direct strategic intent.
• Agree and manage service offerings and service level agreements with internal role players and external partners.
• Ensure the implementation of a robust service level management process including the formalised contracting of internal and external service level agreements, regular service reviews and remedial actions for poor service delivery.
• Define business unit projects, track and manage the process, and understand trends and dynamics.
• Interact with executive management to appraise them of developments and progress in claims operations management.
• Act as a conduit to the Business Operations teams by continuously communicating all products and service-related information coming from various sources ensuring that it is carefully interpreted and conveyed.

Accountability: Sustainable Growth

• Partner with executive role players (e.g. product owners and the strategy function) internally to align on strategic objectives. Translate objectives into delivery pipeline requirements to ensure appropriate insights and that adequate business ownership and buy-in are created to realise the overall strategy.
• Influence, integrate and guide the AIC growth and performance ambitions within the Claims Operations sub-unit.
• Through delivery and execution, perform an active role with the mandate to increase the overall contribution to the Business Operations and AIC performance.
• Ensure compliance with regulatory requirements and financial best practices.
• Provide leadership in engagements with regulatory bodies and represent AIC in key industry associations and forums where applicable.

Accountability: Client-Driven Innovation and Growth

• Strategically influence the development of products and services that meet or exceed customer needs and expectations, creating stakeholder value.
• Stay abreast of industry trends and role players and ensure that the Claims Operations business unit is well-positioned to provide competitive and industry-leading services.
• Contribute to and provide input to the design and delivery of the overall AIC service experience.
• Agree and manage service offerings and service level agreements with internal role players and external partners.
• Build and maintain trusting relationships with key suppliers, partners, customers/clients and other stakeholders.

Accountability: Good Governance, Risk and Compliance

• Take responsibility for the risk management and control elements of the Claims Operations sub-unit and ensure the timely and accurate management of assurance related outcomes.
• Influence the implementation of effective internal controls system and corporate governance in the functional area of accountability.
• Drive the development and implementation of integrated corporate governance and compliance frameworks throughout the business unit.

Accountability: Digital Adoption

• Deliberately seek opportunities to digitise, automate and implement solutions for customer primacy, innovation, and operational effectiveness.
• Utilise resources and encourage the use of new technology (software products, apps, websites, etc.) to their fullest potential, and derive maximum value from a digital process or solution.
• Demonstrate a continuous improvement mindset and incorporate this into performance planning, process design and the associated digital roadmap for the Claims Operations sub-cluster.

Accountability: People Management

• Partner with the Human Capital team to ensure the practical and effective implementation of group standards for formal Performance Development.
• Together with line leaders, develop a learning and development strategy that will address the current and future business needs. Ensure that adequate resources are set aside to execute the identified interventions.
• Ensure the establishment and regular update of succession plans for key and high-risk roles.
• Ensure that divisional transformation objectives are incorporated and met.
• With the support from the People partner, identify, interview and recruit direct reports. 
• Review capacity models, workforce plans and reallocate resources as required.
• Approve outcomes of consistency check meetings for performance rating allocations, annual salary increases and any discretionary short-term incentives.
• Review the themes captured by any employee opinion surveys and improve the employee value proposition where possible.

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)