Moderator: Specialized Claims (Electrical /Mechanical) at Old Mutual South Africa

Job Description

Responsible for identifying suppliers and rate negotiation / determination for specialized commodity (e.g. jewellery, electronics and quantity surveying) claims. Provide loss control analysis and solutions to mitigate any operational risk from inadequate or failed internal processes that impact on average cost per claim (ACPC). Mentor and coach identified employees to transfer knowledge and skills on specialized commodities.

Assist with specialised expertise in commodity claims

• Design and implement Standard Operating Procedure to moderate the pricing for specialised commodity claims.
• Mitigate the risk of varied costs across multiple claims in a related commodity during the claims stage to manage the ACPC.
• Assist with general enquiries in terms of listed commodities within the claims environment.
• Assist Procurement, Technical Training and Operations with the identification of trends in the Non Motor Retail business relating to the commodity.
• Work with procurement to identify appropriate suppliers to source the appropriate commodity and to mitigate the risk of varied costs across multiple claims.
•  
• Provide loss control analysis and solutions to minimise the impact on average cost per claim (ACPC)
• Responsible for developing, implementing and monitoring a risk-based program to identify, assess and mitigate any operational risks from inadequate or failed internal processes that impact on the ACPC.
• Responsible to assess specialised claims to identify and implement customised corrective measures to manage the
• impact on the ACPC.
• Analyse losses on specialised claims to identify root cause of loss, trends and emerging issues.
• Partners with sales, underwriting and surveying to provide information on risk evaluation and assessment results for specialised commodities outlining the impact on profitability of the portfolio.
• Regularly evaluates the adequacy and effectiveness of policies, procedures, processes, systems and internal controls. May identify opportunities for new products or services.
• Develops regular operational risk performance reports for senior management and risk committees, including trend analysis, recommended strategies and updates on implemented actions to mitigate identified ris

Continuous improvement to ensure effective service

• Actively participate in problem solving activities to define problems, assess current state root causes, design and test solutions, implement solutions, and sustain and continuously improve to permanently eliminate problems.
• Actively participates in continuous improvement by fully engaging in daily huddles, generating suggestions, following appropriate procedures and continuous process improvement work principles, participating in problem solving activities, and utilizing continuous improvement tools to support the work of the team.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
• Actively promote a culture of learning and high performance culture amongst team members.

Experience, knowledge & skills required

• Bachelor degree and / or relevant certification / trade qualification.
• 8 – 10 years’ experience evaluating specialized/ electrical commodities within the insurance or retail industry.
• Must have both Mechanical and Electrical practical experience