Complex Claims Manager - Sandton at Sasria

Minimum Qualifications:

• Relevant professional qualification or B Degree
• RE5, preferably RE1
• Insurance related qualification

Minimum Experience:

• Five to Seven (5-7 )relevant years’ experience in a similar environment, dealing with large/ complex claims and management of staff.
• Please note that preference will be given to people with disabilities.

Duties and Responsibilities

1. Strategic Management

• Participate in the setting up of divisional strategy in alignment with the overall company strategy.
• Analyse the sufficiency of processes and procedures and advise accordingly.
• Drive the department to achieve the customer centricity objectives.
• Develop and drive claims supply chain management strategies to achieve transformation objectives.
• Plan, design and execution of above.

2. Stakeholder Management

• Map the entire customer journey and touchpoints and identify opportunities to proactively intervene on the client’s behalf.
• Identify customer trends, complaints and/or queries received via the various touch points and manage escalations to resolution and to set the standards and customer satisfaction.
• Proactive engagement with stakeholders (Agent Companies and brokers) to facilitate areas of improvement in the claims process and ensure implementation to improve customer experience and efficient claims handling.

3. Operational Management

• Manage and provide direction and guidance to the team on complex or technical claims matters.
• Identify the shortcomings of systems, processes and procedures and recommend suitable improvements to the systems and thereafter, implementing changes to improve customer service.
• Conduct market research to ensure Sasria meets market standards.
• Ensure adherence to claims processes and practices in alignment with regulatory framework.
• Use business analytics and intelligence to provide insights to create and drive change to improve the customer experience.
• Provide insights to Underwriting and Stakeholder Management based on claims trends and contribute to the ongoing improvement of the policy wordings and Sasria Regulations.
• Oversee the development and continuous improvement of the claims specific training content and product training based on the claims trends noted.
• Proactive engagement with stakeholders to facilitate areas of improvement and ensure implementation.
• Management of claims suppliers including implementation of service level agreements, monitoring of supplier performance.
• Produce, analyse and provide accurate reports on the performance of the team.

4. People Management

• Identify resourcing needs and participate in the recruitment of staff. Ensure that all staff are trained, skilled and that their expertise is fully applied.
• Development areas identified and career development plans in place for team members.
• Develop adequate talent and succession management plans.
• Ensure that annual performance objectives are contracted and adhered to by staff.
• Manage team performance, ensuring that nonperformance is dealt with accordingly.
• Ensure that working environment contributes improving staff morale and increased productivity.
• Create a culture of learning and development within the team.

5. Financial Management

• Manage the departmental budget, ensuring expenditure within set parameters.
• Manage claims and related service cost through use of business intelligence and claims best practice.