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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.

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MAIN PURPOSE OF THE JOB

• Oversee underwriting, reinsurance, policy administration and portfolio management of non-life insurance business to contribute to the achievement of financial objectives of the organisation.

Key Performance Areas    
Underwriting and Policy Administration

• Make authoritative decisions about technical underwriting and business enhancement solutions that would significantly improve business performance.
• Develop and maintain underwriting guidelines aligned to the risk appetite of the business.
• Develop processes and procedures to ensure that business is underwritten in accordance with set standards and rates.
• Demonstrate a high degree of knowledge regarding underwriting quantitative and qualitative tools.
• Review, benchmark and update policy cover, policy wording, general terms and conditions.
• Responsible for monitoring profitability as measured by loss ratio improvement.
• Complete assessment of claim trends and services, including analyse all necessary historical account information.
• Determine renewal terms including required premium level and policy plan change recommendations and deliver complete renewal package to Sales according to organisational department guidelines.
• Accountable for the accuracy and completeness of all renewal data.
• Participate in interdepartmental discussions between Sales, Claims and Reinsurance on renewal business issues and make recommendations regarding policy plan provisions related and administrative procedures.
• Ensure adherence to organisational policies, practices and procedures.
• Maintain and annually update the underwriting risk policy.
• Oversee staffing, supervision, training, coaching, mentoring, structuring of the underwriting function for effective service delivery.

Reinsurance

• Responsible for structuring of reinsurance programmes for all lines of business.
• Prepare annual reinsurance renewal packs.
• Oversee reinsurance optimization.
• Oversee the accuracy and completeness of all reinsurance data.
• Oversee the accurate submission of reinsurance accounts.
• Approve all facultative reinsurance placement.
• Maintain strong relationships with reinsurance partners.

Portfolio Management

• Manage underwriting performance of outsourced and binder mandates in line with internal guidelines and company processes.
• Initiate corrective actions where required to maintain quality standards.
• Provide integrated long-term solutions and strategies for dynamic portfolio management to deliver profitable growth.
• Report monthly on binderholder performance against set targets and budgets.
• Provide management with reliable and accurate ad hoc information for decision making.
• Establish controls to ensure that all aspects of the binder agreement are adhered to.
• Effective relationship management and timely escalation of issues.
• Ensure that all policies and procedures are maintained to enable compliance measurement.

Product Development

• Develop a product development framework that will drive the development and implementation of new products aand innovation.
• Continuously monitor existing products to identify gaps and the ongoing appropriateness of the original product design and structure, presenting results to stakeholders.
• Develop business cases and present all new development initiatives to the product development committee for approval.

Departmental and People Management

• Performance Management
• Analyse the business plan to determine the applicable deliverables and targets
• Compile the Performance Management documentation in collaboration with the staff
• member in terms of:

Job Profile requirements
Key Performance Areas
Personal Development Plan

• Conduct performance planning session and Track and monitor performance in accordance with performance contracts
• Conduct performance reviews in accordance with policies and procedures and take corrective actions where necessary

Capacity Planning

• Determine the human resource requirements, in accordance with the expected deliverables and current capacity
• Secure the human capital requirements to ensure that deliverables will be met in accordance with the expected targets
• Set and achieve employment equity targets.
• Minimise staff turnover

Financial Management

• Develop and manage budget
• Manage expenditure and ensure no fruitless expenditure
• Adhere to financial guidelines and thus ensure proper control over expenditure
• Pursue divisional targets and manage the financial health and stability of division

Preferred Minimum Education and Experience    

• Honours BCom in Accounting, Finance, Business Management, Risk Management and Insurance
• 8-10years Life and/or Short term insurance underwriting experience
• 8-10years Insurance operating system experience

Critical Competencies    

• Underwriting and administration
• Maintenance of policies in an operating system
• Quality Assurance
• Good understanding od reinsurance principles

Additional Requirements    

• Extended hours as and when required.
• Travel as and when required.