Senior Manager: Specialised Assessing and Key Partners at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Contribute to the organisational strategy by implementing and managing strategic initiatives to enhance customer interaction and staff satisfaction in order to achieve overall business results (people, customer and growth).
• Manage and maintain external partner relationships.

Responsibilities

Strategy Formation & Implementation

• Develop the strategy for a significant area of responsibility such as a function, anticipating complex issues, challenges and opportunities. Design and drive implementation of tactical interventions to improve business results and cost management across all centres. Design and drive effective business strategy in line with the claims strategy and create and implement employee engagement strategy to improve results.

Leadership and Direction

• Articulate and communicate key deliverables for the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation'sbusiness goals.

Operations Management

• Manage a significant operational area for the organisation. Oversee and manage different functions in the Fulfillment/Claims Enablement as well as external partner operations and results. Manage and oversee the operational function and ensure it is in line with company requirement, objectives, policies and procedures.

Stakeholder Engagement

• Build and maintain effective relationships with all internal and external stakeholder. Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Ensure the performance management of the suppliers as per SLA's. Enable and review the internal and external customer service propositions and ensure brand value, as it relates to the customer.

Performance Management

• Manage and report on the performance of the function / business area and external partners; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Ensure the right skill level, experience, qualifications of people are aligned to support service delivery, achieving production and performance targets at all times. Align performance management contract to overall business drivers and customer experience and fulfillment expectations. Ensure performance on the People, Customer and Growth results.

Organisational Capability Building

• Evaluate the capabilities of staff within the department as well as external partners, to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility.
• Coach and mentor others to support the development of the organisation's talent pool.

Budgeting & Costing

• Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards and financial results.

Improvement / Innovation

• Initiate, formulate and implement new business practices within a specific discipline while managing the development and/or delivery of a significant element of the organisation's change management program. Monitor operational efficiencies and re-engineer where required and drive change through business unit as well as external partners to increase performance, staff development and decrease cost.

Operational Compliance

• Ensure that business activities within the area of responsibility and external partners comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimise business risk and to protect the reputation of the organisation.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

Work Scheduling and Allocation

• Develop medium- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams and external partners. Ensure adequate work allocation to the correct resource skill, department, area or organisation in order to achieve client satisfaction.

Personal Capability Building

• Act as subject matter expert in an area of responsibility. Maintain external accreditation's and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Manage budget plans for a department. This involves development and delivery.

EDUCATION

General Education

• Undergraduate degree in Business Administration/Commerce/Bachelors in Commerce/Administration Commerce (Essential); Relevant qualification in Leadership (Advantageous); RE1 (Advantageous); FAIS Accredited (Advantageous)

Experience

General Experience

• 8 to 10 years' substantial general work experience together with comprehensive job-related experience in Short-Term insurance operations, Motor Assessing, and Repairer Management to fully competent level (Essential); Experience in the Financial Industry (Essential)

Managerial Experience

• 8 Or More Years' Management Experience (Essential