Manager : Elite Claims at Old Mutual

Job Description

To effectively oversee the management in the Elite High Networth Claims and ensure the containment of spend, oversee strategic initiatives, claims and risk strategies, effectively manage the use of the MIS to facilitate evidence based decision-making and provide excellent service in setting a culture of best practice within mandated responsibility.

Plan for, implement and manage the Claims Strategic Plan within designated area

• Monitor, track and update the claims division strategy to ensure execution and delivery.
• Oversee the delivery of the strategic projects and savings
• Design, manage and implement a Claims risk Strategy. Perform risk identification and risk evaluation/ assessment activity on risks at strategic, operational and process level.
• Review claims best practice across all areas by doing the necessary industry research.
• Oversee monitor and track all issues arising from Internal and External Audits to ensure all management actions are implemented.
• Ensure complete and accurate management information is provided to all key Claims stakeholders and adequate monitoring mechanisms are designed/implemented to ensure timeous action is taken.
• Provide the relevant MIS for the claims division weekly, monthly and quarterly as required.
• Conduct proactive MIS analysis to identify trends, concerns and issues. Ensure that all information needs are determined, and enhancements are implemented to align with strategic objectives.
• Oversee the claims division communication internally and externally
• Oversee and Monitor Claims complaints, client and broker surveys
• Review/produce MIS reports
• Weekly meetings to review Team performance
• Provide and review progress on goals
• Communicate and revisit performance expectations
• Coach and Mentor TLs
• Ensure high motivation levels in the team
• Ensuring proper workforce management is done by TLs/ One on ones with TLs on regular intervals/Escalation resolution on employee
• Ensure Performance Driven culture in the team
• Ensure proactive knowledge management within the team
• Ensure right behaviour by the individual team members
• Ensure SLA & Process awareness among staff
• Providing support to the relevant stakeholders (Re-insurance, Portfolio Management, Corporate Finance, PSS, etc.)
• Daily, Weekly and Monthly Meetings
• Onboarding new Claims Binder Holders

Best-practice Service Delivery

• Actively implement and monitor service practices to determine the status of customer service and relations
• Proactively identify and implement changes required in customer service and relations
• Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction
• Manage effective SLAs with internal and external stakeholders.
• Provide professional services; where expectations are managed.

Continuous improvement to ensure optimization and best practice

• Keep up to date with Best Operating Practice
• Identify, prioritise, develop business cases for, present and execute Best Operating Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value
• Optimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution
• Evaluate and implement new systems and best operating practices
• Streamline and integrate existing business processes and systems

Best-practice people practices

• Demonstrate direct leadership – be on the “office floor” frequently enough for personal contact to be real and significant, and to provide a role model to Levels 2 and 1
• Empower Level 2 emerging leaders and specialists to achieve technical excellence and innovation
• Define and benchmark competitive performance measures
• Create an aligned balanced scorecard of operational measures in order to optimally mange performance
• Ensure the department, section or specialist function is adequately resourced and has recruitment, retention and HR development plans in place
• Ensure that all the team members consistently discharge their duties.
• Implement and manage a People Capability plan that ensures that the department has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term.
• Identify, attract, appoint, grow, engage, reward and retain top talent to drive operational execution.
• Manage poor performance constructively and decisively
• Demonstrate leadership behaviour of personal involvement, commitment and dedication to the business area in support of the organisation’s culture.
• Communicate a meaningful operational context to apply people best practice, fostering an environment of continuous learning and improvement.
• Identify, define, communicate and obtain buy-in for performance expectations through the implementation of the chosen OMInsure performance management system.
• Ensure mechanisms are implemented to support major changes to the function by acting as a change agent.
• Create a collaborative environment which allows for employees within a functional area to work together thereby leveraging constructive team dynamics and innovation
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path.

Financial and corporate governance to ensure cost efficiency

• Contribute to the development and implementation of fit for purpose budgets.
• Budget by weighing up costs and risks pertaining to workforce, technology, materials and equipment used
• Effective budgetary compilation and control
• Manage vendor relationships, and budgets associated with projects
• Keep within budget constraints for an annual period, monitor planned vs. actual, and report on cost efficiency.
• Take accountability for the management of business-related risks within own area.
• Operate within agreed mandates as documented in the business rules.

Experience, Knowledge & Skills Required

• 5 years relevant experience of which at least
• 3 years should have been in a management capacity/ leadership role.
• Fellowship/Associateship with the IISA or FCIISA preferred
• Management qualification an advantage

Education

• Bachelors Degree (B): Insurance And Risk Management

Closing Date

• 30 September 2022