Operations Manager at Land Bank Careers

MAIN PURPOSE OF THE JOB

• Develop functional unit business plans for both the life and non-life insurance business to contribute to the achievement of strategic objectives of the organisation.
• Oversee the effective functioning of claims management processes across all product lines to drive efficient client serving and customer centricity.

Key Performance Areas    

Operations Management: Processes and Systems

• Lead the development, implementation and maintenance of a suitable policy administration systems and IT applications for all product lines, both life and non-life.
• Direct and manage the implementation of policy administration and ensure proper documentation and record keeping.
• Ensure that manual processes are appropriately automated and drive innovation and continuous improvement through collaboration and agile work practices.
• Maintain data in an acceptable format and ensure that it is disseminated to relevant departments on a timely basis.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Develop compeling business cases to support new initiatives at improving efficiencies.
• Manage system debit order collections, premium allocation, refunds and reconciliations.
• Manage the Sasria portfolio and ensure that relevant rates are embedded in the system.
• Manage regulatory reporting e.g. Conduct of Business Returns and Liquidity Reports etc.
• Develop, maintain and optimize end to end business processes and work flows.
• Ensure effective reporting on business performance and tailor reports using the latest tools and software e.g Power BI, Qlikview to drive business insights.

Claims Management

• Plan, lead and coordinate the claims function, fostering an environment of continuous improvement and excellence.
• Design processes and procedures to ensure effective claims processes and strategies to adherence to service level standards.
• Develop effective automated systems for handling claims, and lead procurement efforts for the acquisition of such systems within PFMA guidelines.
• Maintain claims register for all classes of business and ensure response is provided to claimants timely.
• Monitor and conduct regular audits on claims mandates to binder holders.
• Effect cost savings and management of claim assessment costs.
• Optimise the claims reporting process, finding innovative ways to make it easier for clients to lodge claims.
• Maintain and provide accurate claims data to the actuarial department for reserving purposes.
• Identifying claims trends and alerting underwriters where loss ratios are deteriorating.
• Perform monthly analysis and reporting of claims data to identify trends, fraud and possible problem areas.
• Handle all internal and external audit queries relating to claims.
• Maintain up-to-date knowledge of industry regulations and ensure compliance in all claims handling procedures.
• Deliver exceptional customer service by effectively communicating with all stakeholders and resolving claims expediently.
• Develop appropriate systems for handling and tracking complaints.
• Manage and resolve customer queries in line with the complaints management policy.
• Lead and create an organisation-wide customer orientation and develop the infrastructure for customer relationship building to place the customer at the center of the organisation.
• Ensuring that the objectives of TCF are consistently achieved within the team, that the achievement of such objectives can be evidenced.
• Bancassurance and Direct Channel Optimization
• Evaluate the current bancassurance and direct channel capabilities, identify gaps, and prioritise development activities.
• Optimise process and system integration relating to lead generation, quotation and policy conversions.
• Facilitate training of client facing staff on an ongoing basis to ensure a productive channel at all times.
• Monthly reporting to key stakeholders on channel performance.
• Lead and create an organisation-wide customer orientation and develop the infrastructure for customer relationship building to place the customer at the center of the organisation.
• Lead customer atisfaction surveys and implement remedial action.

Stakeholder management

• Design and implement a stakeholder management framework.
• Maintain relationships with stakeholders and business partners, e.g. procurement, and I.T
• Ensure that service level agreement with business partners are adhered to.
• Ensure that all work conforms to the quality requirements in terms of delivery.
• Initiate corrective actions where required to maintain quality standards.
• Ensure that all policies and procedures are maintained to enable compliance measurement.
• Develop and present a monthly stakeholder engagement report.

Departmental and People Management

• Performance Management
• Capacity Planning
• Financial Management

Preferred Minimum Education and Experience    

• Honours BCom in Finance, Business Management, Risk Management and Insurance
• 8-10 years Insurance operations and claims experience
• 8-10 years Insurance operating system experience

Critical Competencies    

• Developing systems and processes
• Claims management
• Quality Assurance
• Good underwriting principles
• Additional Requirements    
• Extended hours as and when required.
• Travel as and when required.