Procurement GM – Supplier Relationship Management at OUTsurance

The Claims Procurement Department at OUTsurance functions to unlock value for the business through the claims supply chain. We do this by employing world-class technical expertise and inspiring award-winning administrative processes. Our vision is to disrupt the market, simplify our processes and serve both internal and external stakeholders. Our involvement includes supply chain design, contracting, sourcing & purchasing decisions and business improvement project execution.

Purpose:

The Claims Procurement Department at OUTsurance requires a General Manager to assume operational responsibility for Supplier Relationship Management. his role requires a strong, technically oriented leader who will be able to contribute to meeting demand of claims related services with supply, through analysing the economic & regulatory environment and claims related data. The successful candidate will champion the OUTway, our supplier relationship management programme, designed to engage, train and support the supplier network. Furthermore, this role requires the management and continuous improvement of processes related to the appointment of service providers (SPs) into the network, the administration of service level agreements (SLAs) and the allocation of work to each SP in the network.

Attributes:

The ideal candidate should demonstrate the following:

• A way of work that anticipates the requirements of various stakeholders when engaging through all mediums of communication
• A passion for consensus-based decision making
• A history of sound leadership through complex business scenarios
• Curiosity and comfort with numbers and large data sets
• The ability to deliver in a high-pressure, innovative environment
• A firm grasp of the economics of supply and demand
• Excellent negotiation skills
• The ability to engage at strategic, tactical and operational levels of the business
• Attention to detail
• Excellent verbal and written interpersonal skills
• Ownership of personal development

Responsibilities:  

• Lead a national team of supplier relationship managers (SRMs) to facilitate relationships/contracts with SPs responsible for claims goods and services (motor and non-motor) to achieve:
• a target customer service level measured through complaints ratio (CR) and customer satisfaction index (CSI)
• a target B-BBEE scorecard
• a balanced supply and demand continuum through the number of insured risks serviced per SP per geographical area and claims volumes authorised to each SP in those areas
• effective engagement through measured contact time with the network
• Contribute to achieving a target claims loss ratio
• Ownership of the OUTway to:
• Induct and on-board SPs into the OUTsurance service culture and infrastructure
• Engage meaningfully with the network around all areas relevant to their contracts
• Lever technology to improve processes
• Hosting annual events either virtually or through travel nationally to support the OUTway
• Service provider performance management that identifies poor performing SPs to rehabilitate them or exit them from the network
• Contributing meaningfully to the design, execution and measurement of enterprise and supplier development (ESD) programmes
• Assess and evaluate the business case of the opportunity or challenge encountered through business scenarios across the following business functions:
• Claims administration
• Assessing
• Actuarial
• Business Intelligence
• IT
• Risk and Compliance
• Finance
• Payroll
• Project management of initiatives identified to extract value in order balance the following Key Performance Areas:
• Claims cost management
• Customer service outcomes
• Transformation / B-BBEE
• Champion effective hand-over of key projects post design phase from both motor and non-motor commercial GMs on behalf of the SRM team for operational execution and maintenance
• Manage relationships with stakeholders:
• Service Providers
• Voluntary and Regulatory bodies in the industry
• Internal departments

Duties:

• Accurate and timeous reporting of relevant management information to Head of Procurement
• Assist Head of Procurement in developing procurement policies, procedures, processes
• Budget planning and cost management
• Build strategic, professional and ethical relationships with internal clients and suppliers
• Continuous improvement of training methods, performance measurement systems, underwriting standards etc.
• Ensure procurement function’s compliance with company policies, procedures and IT standards, focussing on standardisation of processes
• Overseeing department staffing – recruitment and selection
• Performance management, including management of disciplinary processes
• Process mapping & improvement

Qualifications:

• BEng / BSc Eng (Industrial) or BCom Supply Chain / Logistics degree
• MBA beneficial

Experience:

• Minimum 5 years technical experience, AND
• Minimum 5 years management experience