Manager: Compliance Risk and Quality Assurance at Hollard Insurance

Job Advert Summary    

• Hello… an exciting new opportunity has just become available in our Hollard Insure, Operations, Claims area.  We are looking to recruit a manager: Compliance Risk and Quality Assurance.

Role Objectives:

• To ensure that Hollard's business processes comply with relevant laws, regulations, and standards, while also maintaining quality and risk management.

Key Responsibilities:

• Define, implement and manage the Claims and Claims Procurement Quality Assurance, Quality Controls, Risk and Compliance process by:
• Setting up quality standards and quality procedures
• Implement and train the team on the Quality review process.
• Design the reporting template for the reviews and the minimum requirements for each report...
• Ensure monthly claims reviews in respect of processes, policies, MI, systems and decision making.
• Analyze and report on non-compliance
• Identify risks and recommendations to improve the process
• Structure the reviews for the next 12 months. Ensure that the team adhere to these time lines. 
• Manage the regions expectations and understanding of the review process.
• Ensure that each area of claims is attending to their required Self assessments.
• Manage and improve both internal and external relationships
• Manage the reviews of external business partners and service providers.
• Develop a Dashboard to assist and manage the Teams performance and assist with reporting.
• Ensure the team meets all targets and timelines.
• In collaboration with the claims management team assist in identifying and managing their teams training needs.
• Review all reports prior to releasing the findings to business and management
• Ensure on consultation with the relevant persons in each branch/region on the review’s findings
• Constantly strive to drive the team to identify any possible risks in the entire claims process and recommend appropriate controls to ensure no material loss and improve on non- material losses.
• Interact with FCRM and Internal Audit on Compliance matters ensuring compliance and risk standards are met.
• Review and align all processes for Claim compliance within Hollard Internal processes as well as Industry best practice.
• Ensure Internal and external SLA’s is being adhered to. Report any irregularities to the appropriate Teams (Procurement, Business etc.)
• People:
• Implement and management a high-performance culture with all team members.
• Clear succession planning
• Clear development plan for all staff
• Define each team members KPI
• Annual reviews of KPI’s
• Quarterly performance evaluations against staff role profiles and key performance indicators
• Leave management
• Performance management
• Reporting
• On time and accurate and in the requested format
• Monthly Manco
• Monthly review of EVR and feedback to finance
• Staff performance report
• Ad-hoc reports as and when required
• Budget Management
• Budget preparation
• Budget tracking and monitoring
• Monthly review of EVR and feedback to finance

Required Knowledge and Experience    

• Minimum 10 years’ short-term insurance industry and product knowledge – Personal, Commercial, R&L and Procurement
• Exposure to Niche products – Corporate, Marine, Construction & Engineering, AGRI, HAT
• 10 years knowledge and experience in claims
• Minimum 5 years management role within short term claims
• Minimum 5 years Claims Quality Assurance and Quality Review experience and Compliance

Required Knowledge and Skills

• Critical Thinking
• Flexibility – easily adapting to change
• Excellent Communication Skills
• Confidence
• Excellent Claims Technical Skills
• Problem Solving Skills
• Teamworking Skills
• IT skills
• Leadership Skills
• Management Skills
• Planning & Organizing Skills
• Coping under pressure and setbacks
• Auditing skills
• Persuading and influencing
• Relating and Networking
• Delivering results and meeting customer expectations
• Required to translate complex data and/or instructions into meaningful outcome
• Report Writing Skills
• Numeric ability and strong analysis skills.
• Decision Making
• Short term Insurance product knowledge

Educational Requirements    

• Insurance qualification or equivalent/Degree
• RE5/FAIS Compliant