Senior Manager: BI and VAPS Claims at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Manage and lead the Claims for Business Insurance and Value Added Products.
• Ensure effective delivery of service to all levels of inbound and outbound claim interactions.
• Implement and drive the strategy and operational plans to assist in achieving the required business objectives and operational results for these areas.

Responsibilities

Leadership and Direction

• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve business objectives.

Operations Management

• Manage a significant operational area for the organisation.
• Oversee and manage different teams in the claims department.
• Ensure the operational functions are in line with company goals, objectives, policies and procedures. Implement, drive and monitor the BI and VAPS strategy andoperations. Responsible for designing and implementing effective claims processes and systems with internal and external partners.

Customer Service

Manage customer service results in these areas, planning and organising activities within the area in order to meet customer service standards. Likely to be working through a team of managers and supervisors. This will include solving more complex issues in order to meet customer service standards.

Performance Management

• Manage and report on the performance of the function / business area; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of business objectives.

Stakeholder Engagement

• Build and maintain effective relationships with all internal and external stakeholders and partners. Identify and manage stakeholders up to top management level, finding out and understanding their needs and responding to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Improvement / Innovation

• Initiate, formulate and implement new business practices within a specific discipline while managing the development and/or delivery of a significant element of the organisation's change management program. Drive key strategic projects and initiatives.

Operational Compliance

• Ensure that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimise business risk and to protect the reputation of the organisation.

Insights and Reporting

• Coordinate the completion of various reports. Identify and interpret complex patterns and trends and translate those insights into actionable recommendations.

Budgeting & Costing

• Manage and deliver a budget for an area of the organisation and conduct analyses on the budget progress. Implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the BI and VAPS talent pool.

Customer Relationship Management (CRM) Data

• Oversee the implementation and maintenance of the customer relationship management system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.

Personal Capability Building

• Act as subject matter expert in an area of product, technology, policy, regulation, or operational management for the team. Maintain external accreditations and indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct
• Authority (FSCA) competency requirements: FAIS recognised qualifications /
• Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential); Relevant 3-year degree or diploma (Advantageous); Management Certification (Advantageous)

Experience

General Experience

• 8 to 10 years' experience in claims environment (Essential); Experience in a Financial Services Industry (Essential); Experience with claims and customer related systems (Advantageous); Experience in Short-term Commercial and Business Insurance product (Advantageous)

Managerial Experience

6 to 10 years' anagement experience (Essential)