Senior Manager: Claims Operations - Johannesburg at Absa Group Limited (Absa)

Job Summary

• Develop tactical strategy and delivery plans, formulate associated practice/s and ensure operational implementation and adoption i.t.o. claims management methodology, governance and delivery objectives.

Job Description

Leadership:

• Achieve client satisfaction through effective leadership of staff i.e. through the formulation and implementation of initiatives to improve and enhance staff morale, motivation, level of skill, professionalism, work and commitment to service delivery.
• Explain targets to all claims staff and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements by creating quarterly and monthly plans in order to ensure delivery for the year.

Service Excellence/Customer Centricity:

• Ensure excellent client service (e.g. ensure CSI targets are above 80%) by constantly reinforcing service excellence principals i.e. to answer a telephone within 3 rings, with all staff

Business Management:

• Manage and contain claim spend by ensuring efficient cost control procedures are followed at all times.
• The main bottom line drivers for efficient cost control must be closely monitored and this can be achieved by constantly reviewing the claims paid, accurate estimates, salvage management, recoveries, car hire expenditure and release fee management.

Operational Effectiveness:

• Ensure that staff adhere to the claims processes, procedures and controls as defined in service initiatives, services level agreements, claims procedure manual and claims management bulletins by doing quarterly quality audits.
• The outcome of these audits and an action plan to address shortcomings (if necessary) must be discussed with the particular employee in a performance tracking session and must be recorded the particular monthly claims head office report.

People Management:

• Create a motivated work environment where employees want to work hard to achieve service excellence by providing regular feedback on their performance and by making sure that the employees' efforts are recognised

Education

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