Manager: SQA at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Manage the Team Leads in Quality Assurance, in order to reduce the risk to the company and the customer through the effective audit and evaluation of skills, processes, systems and claims decision making in alignment with Industry requirements.

Responsibilities

Stakeholder Engagement

• Build, maintain and manage relationships with all internal and external stakeholders effectively. Provide feedback to business regarding disputes, risk management and improvements. Manage calibration sessions with business and between evaluators and to ensure consistency and standardization.

Operations Management

• Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).

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.

Organizational Capability Building

• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Coach BQA staff on errors, reporting, feedback. Attend to evaluation queries (assist with trouble shooting). Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance.

Data Collection & Analysis

• Use data from a wide range of sources to analyze key themes and identify possible impacts on the business.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports. Compile complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of a wide variety of organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Ensure that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Quality Testing

• Select the appropriate complex tests or tests from a specified range and administer BQA tools (updating of score cards). Carry the tests out using specialized methods and equipment; validate and interpret test data to verify that specifications are met and/ or to identify remedial actions required to ensure conformance or suitability.

Quality Testing Design

• Develop and validate complex new test methods (scorecards) and procedures for a product or operations segment, incorporating new technologies and meeting changing organizational, customer, and/or regulatory requirements.

Quality Management System

• Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System; contribute to the design of the QMS; provide specialist quality management input to the drafting of new policies and procedures, and design of business processes; contribute to the quantification of the costs and business benefits of change. Ensure alignment between policy terms & conditions and industry norm as well as alignment between training material, customer communication (written, verbal), business philosophies, AS400 scripting, and policy terms & conditions.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Policy and procedures

• Use comprehensive knowledge and guide and train others to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

Compliance

• Use comprehensive knowledge and skills and guide and train others to achieve full compliance with applicable rules and regulations in management and/or operations.

Verbal and Written Communication

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

Computer Skills

• Support business processes to understand and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Proficient in MS Office

Data Collection and analysis

• Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.

Review and Reporting

• Provide technical guidance when required to reviewing and creating relevant, lucid and effective reports.

Planning and Organizing

• Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Risk Management

• Identify, assess, prioritize and manage risks in a production process and provide technical guidance when required.

Presentation Skills

• Communicate with other people and provide technical guidance when required to speak in a clear, concise and compelling manner.

Policy and Regulation

• Provide technical guidance when required to interpret and apply knowledge of laws, regulations and policies in area of expertise.

EDUCATION

General Education

• University Degree in Business Management or Similar (Essential)

Experience

General Experience

Managerial Experience

• 4 - 6 years general insurance experience (Essential)
• 2 - 3 years’ experience in managing and directing people and other resources to achieve specific end results (Essential)