Operations Manager at Six Senses

• A well-established business is seeking to appoint a Operations Manager
• 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.

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

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.

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.
• 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.

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.

Departmental and People Management

• Performance Management
• Capacity Planning
• Financial Management

Critical Competencies

• Developing systems and processes
• Claims management
• Quality Assurance
• Good underwriting principles