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  • Posted: Mar 15, 2022
    Deadline: Not specified
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  • All right, all right - let’s cut to the formalities. Here's the deal. At Hollard, we get up in the morning to ensure people sleep better at night. Our job is to look after the stuff our customers love. In fact, 5 million people already trust us with their stuff. That's pretty big deal to us. http://www.hollard.co.za Impressum The Hollard I...
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    Claims Manager - 2 positions

    Job Advert Summary    

    • Manage and provide technical expertise to a claims department that strives to provide the best possible experience for the customer with a consistent and fair service, whilst maintaining our commercial responsibilities
    • Provide operational and strategic direction for the PSSA Claims Department to enable the team to deliver customer needs
    • Establish and test new strategies to improve efficiency and the customer experience
    • Minimise the time taken for a claim to be processed end to end
    • Identifying and addressing systemic issues and training gaps for the Claims Department
    • Liaising and effectively communicating with the General Manager of Claims and the Operations Leadership Team to provide an optimal and seamless customer experience
    • Support and drive greater digital adoption and communications

    Contribute to PetSure’s profitable growth by:

    • Strategic Planning
    •  Prepare and deliver the PSSA claims business strategy in alignment with broader business objectives
    • Responsible for development and administration of annual department budget to attain business goals with operational stability
    • Manage metrics, ensuring customer satisfaction, and reporting performance levels related to the PSSA Claims Department
    • Maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
    • Coordinate technical resources to meet client expectations and ensure satisfaction
    • Drive continuous improvement in people, technology, processes and service
    • Responsible for the operational implementation of new products and other product changes
    • Ensure compliance with regulatory agency guidelines and standards
    • Profitability & Results
    • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and employee development
    • Implement and deploy processes, systems, and people capabilities across the claims function to achieve target business performance
    • Decrease claims leakage and ensure controls are in place to monitor and manage claims costs
    • Providing a positive claims experience to the customer
    • Effectively lead, motivate, coach and manage the operational requirements of the Claims department
    • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every customer claiming experience
    • Engage and build strong relationships with other Department Managers by pro-actively arranging regular meetings as well as attend and contribute to Operational Management meetings
    • Create and continually review and monitor KPIs. Ensure KPIs are communicated and documented for all claims staff
    • Formal and informal feedback delivered to drive high performance, development and employee engagement
    • Effectively lead team through change. Change management discussed regularly at leadership meetings
    • Relevant training rolled out to individuals and the team both at on-boarding and throughout an employee’s tenure
    • Ensure Team and individual meetings are occurring across claims on a monthly basis to ensure staff are updated on goals, strategies and outcomes
    • Builds a performance based culture where staff are engaged and receive reward and recognition for exceeding performance objectives
    • Ensure sub-standard performance addressed in a timely manner and within policy guidelines
    • Build a team of passionate pet people

    Required Knowledge and Experience    
    Desirable

    • A proven understanding of the General Insurance Regulatory environment and an ability to apply this in an operational setting
    • Strong technical insurance and policy interpretation skills
    • At least 5 years’ experience in the insurance profession

    Essential

    • Commercially savvy with excellent business acumen and awareness
    • The ability to excel in a dynamic, fast-moving environment and think on the run
    • Proven team performance and leadership in an insurance operational setting
    • Proven change management experience and success in managing people through change
    • Proven presentation skills and ability to engage with multiple and diverse stakeholders
    • Exceptional communication skills, both from a client facing presentation perspective as well as formal written communication
    • Proven sales ability including outstanding negotiation skills, persuasive ability, excellent communication skills and the ability to interact at a strategic level
    • Abilityto translate and cascade business strategy into operational outcomes
    • Demonstrated experience in coaching and mentoring capable technical staff

    Educational Requirements    

    • Prior to joining PetSure
    • A formal, reputable, Business, Finance, Veterinary Science Degree

    Closing Date: 19th, March 2022

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Hollard Insurance on www.hollard.co.za to apply

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