Manager: Operations (Business Insurance) at Telesure Investment Holdings (TIH)

Job Purpose

• Implement and manage strategic initiatives to enhance both customer and staff satisfaction, increase policy retention and drive organizational strategy in order to achieve company targets and objectives.

Responsibilities

Operations Management

• Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).Ensure that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets. Enable the team through required business processes, systems and knowledge.  Hold regular team meetings and ensure that actions are recorded and executed. Continuously monitor and address absenteeism trends.

Leadership and Direction

• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Grow, develop, lead, motivate and empower the team. Contribute to the design and implement management and business plan for each Financial Year.

Building Capability

• Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise. Revise coaching needs and role profiles to customer focused context and expectations.

Compliance

• Ensure that all recruitment and employment is carried out in accordance to company policy and procedure and in compliance with current employment legislation. Deliver on treating Customers Fairly in alignment with regulatory requirements.

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Articulate and communicate key deliverables and business context to the team. Ensure development plans for the team are created, contracted and monitored. Ensure alignment of performance management contract to overall business drivers and customer experience expectations.

Program Realization of Business Benefits

• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these.

Project and Program Stakeholder Engagement

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders and develop positive stakeholder relationships. Engage with all relevant people/other departments in the business and coordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards).

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

Continuous Improvement

• Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing our departmental processes, systems and protocols and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement and to ensure best practice.

Budgeting & Costing

• Track budgets and report variances to more senior colleagues. Effectively manage the financial requirements of the business unit to meet business and profit targets.

Data Collection & Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Present findings to relevant stakeholders when required.

SKILLS 

Commercial Acumen

• Act independently to apply comprehensive understanding of the business environment and objectives developing solutions. Provide guidance and training to others.

Verbal Communication

• Apply comprehensive knowledge and guide and train others on how to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

• Apply comprehensive knowledge and guide and train others on how to analyze data trends for use in reports to help guide decision making.

Review and Reporting

• Apply comprehensive knowledge and guide and train others on how to review and create relevant, lucid and effective reports.

Action Planning

• Use comprehensive knowledge and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organizing

• Use comprehensive knowledge and guide and train others to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Computer skills

• Independently support business processes with comprehensive understanding and the effective use of standard office equipment and standard software packages, while also providing guidance and training to others.Proficient in MS Office.; IEX.; Qlikview.; Payroll.; Avaya..

Policy and Regulation

• Apply comprehensive knowledge and guide and train others on how to interpret and apply comprehensive knowledge of laws, regulations and policies in area of expertise.FAIS Regulation.; Labour Law Regulations..

Presentation skills

• Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner.

Writing skills

• Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Presentation creation

• Apply concepts of knowledge / skill and provide technical guidance when required.

Costing and Budgeting

• Provide technical guidance when required for cost, budget and finance tasks.

Project Management

• Work independently and provide technical guidance when required on how to manage projects and/or programs within desired cost, time and quality parameters.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous) A relevant 3-year Business related degree / diploma (Advantageous).

Experience

• 5 or more years experience in a decision making position, within a financial industry (Essential). 3 to 5 years experience in managing others and/or managing managers (Essential)