The Road Accident Fund is a state insurer established by statute, it provides insurance cover to all drivers of motor vehicles in South Africa in respect of liability incurred or damage caused as a result of a traffic collision. Liability incurred in relation to property damage (such as damage to vehicles, buildings, vehicle contents) is excluded from cover.
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Key Performance Areas
Merits Management
- Scrutinise claim documentation (e.g. payslips, medico legal reports, hospital records etc.).
- Ensure that appropriate offers are made to deserving claimants.
- Supervise assessors in respect of work to be done and work done.
- Generate and compare different calculation results by interpreting and utilizing the information in reports.
- Handle all the escalated matters and ensure resolution thereof.
- Supervise the determination of liability processes.
- Quality assure merits outcomes and generate the offer in line with the DOA.
- Ensure that offers made are submitted the offer management for further communication to the claimant.
- Approve the appointment of the relevant experts to approve liability of the RAF.
- Provide guidance on the merits process to subordinates.
- Confirm a need and reasons to submit claims for further investigation
Quality assurance
- Quality assure the information applicable to merits on the accident information Centre.
- Participate in the consultations process on the implementation of programs and services.
- Ensure that programs and services are implemented and maintained at the highest standards.
- Implement the development and implementation an unusual occurrence procedure.
Exception handling
- Implement the development of additional tracking methods to report analysis results in business case scenarios.
- Implement the development and maintenance a formal exception handling process within the claims process.
- Maintain the documentation and regular updating of the exception handling process.
- Implement supporting policies and procedures in line with managing exception handling with the division.
Stakeholder management
- Aid in proactive and progressive relationships with key stakeholders.
- Deal with inquiries and requests for information from both internal and external stakeholders.
- Aid in the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
Reporting
- Ensure preparation and submission of Regulation reports.
- Report quarterly on progress with implementation of operational plans.
- Ensure development of functional reporting systems, project or performance reporting for management.
- Ensure the development of reports/ policies/ procedures and guide the process through the alignment of these documents to the overall RAF’s Strategy.
- Ensure regular and periodic reports are prepared and submitted as and when required to provide progress updates and/or inform management decisions.
People management
- Ensure the motivation, cohesiveness, and alignment of the organization’s team members.
- Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of the RAF.
Qualifications and Experience
- Bachelor’s Degree/ Advanced Diploma in a Health Sciences or Law related qualification.
- Relevant 5 years’ experience in an Insurance or Investigations related environment of which 2 years must be in the operations management function.
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Key Performance Areas
To ensure effective and efficient human resource management
- Effective and efficient supervision of sub-ordinates.
- Ensure that units are capacitated appropriately.
- Attend quarterly site visits of all Community service centres.
- Identity and ensure sufficient training and development of the teams.
- Ensure that good employee`s relations are maintained.
- Provide on-going support and coaching for employees.
- Ensure that all employees have entered signed performance contract agreements.
- Conduct employee review assessments.
To ensure implementation of continuous improvements initiatives to enhance service delivery
- Research, analyse and evaluate new service delivery methods procedures and techniques.
- Ensure the application of rules and procedures to ensure high level of activity.
- Ensure the daily targets are accomplished.
- Ensure that work related problems are resolved expediently.
To provide report on the performance of the team
- Monitor and manage performance of the Community Service centres within region.
- Prepare weekly and monthly reports to management.
- Set operational goals and targets for the team.
To ensure adherence to corporate governance within the team
- Ensure consistent application of policies and procedures within the team.
- Ensure that the usage and allocation of resources within the section is in line with the PFMA.
To promote good working relations with stake holders.
- To engage regularly with external and internal stakeholders.
- Take overall accountability for the Community service centres in the province.
- To foster and enhance liaison between CSC office, supervisor and Team Lead, as well as to facilitate the relations and interaction between Originations Manager and the CSC office.
Qualifications and Experience
- NQF 7 (Bachelor’s Degree or Advanced Diploma) related qualification to discipline.
- Relevant 5 years’ relevant experience of which 2 years has been on a supervisory level.
Technical and behavioral competencies required
- Computer literacy.
- Stress management.
- Perseverance.
- Professionalism.
- Honesty and integrity
- Assertiveness.
- Results orientation.
- Communication skills (verbal and non-verbal)
- Interpersonal and listening skills.
- Customer service orientation.
- Decision making.
- Problem-solving skills.
- Analytical thinking.
- Emotional intelligence.
- Report writing skills.
- Organisational resilience
- Communication
- Team resilience
- Network and alliances
- Personal Mastery
- Judgement and decision making
- Emotional wisdom
- Ethics and governance
- Customer orientation and customer focus
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Key Performance Areas
Compliance Administration
- Maintain up-to-date written documentation related to the departments business activities.
- Ensure compliance to the policies and process standards.
- Keep abreast of internal standards and business goals to ensure adherence to sound internal control.
Office Coordination
- Assist in making follow-ups on outstanding matters.
- Ensure all requests are handled and responded to within set timelines.
- Assist in ensuring the availability of stationery within the department.
- Validate and verify information and documents submitted for accurate capturing and further handling.
- Ensure the systems/registers used are kept up to date.
- Check for duplicate documents, requests and queries and report on them.
- Allocate reference numbers and accurately capture related documents on different systems.
- Allocation of matters to responsible team members.
- Draft and send out letters to all stakeholders as required.
Meeting Support
- Arranging meetings on behalf of the department.
- Assist with taking and distributing minutes in accordance to set governance standards.
- Create and maintain a register to track matters outstanding.
- Maintain a follow-up plan on meeting resolutions and matters outstanding.
- Ensure confirmation of meetings and management of team diaries.
- Schedule appointments with internal and external stakeholders as and when required.
Document and Records Management
- Administer the records management and filling processes in line with the RAF filling plan
- Ensure that the filing system is always up-to-date and functional.
- Retrieval of information at all times as requested in the office.
- Ensure confidentiality of all documents under control and that documentation reaches the intended recipients.
- Acknowledge the receipt of documentation, apply a file number allocation, record data onto the computer system and file appropriately.
Qualifications
- Matric or Grade 12 certificate.
Experience
- Relevant 1 years’ experience in Administrative or similar environment.
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Key Performance Areas
Compliance administration.
- Maintain up-to-date written documentation related to the departments business activities.
- Ensure compliance to the policies and process standards.
- Keep abreast of internal standards and business goals to ensure adherence to sound internal control.
Office coordination.
- Assist in making follow-ups on outstanding matters.
- Ensure all requests are handled and responded to within set timelines.
- Assist in ensuring the availability of stationery within the department.
- Validate and verify information and documents submitted for accurate capturing and further handling.
- Ensure the systems/registers used are kept up to date.
- Check for duplicate documents, requests and queries and report on them.
- Allocate reference numbers and accurately capture related documents on different systems.
- Allocation of matters to responsible team members.
- Draft and send out letters to all stakeholders as required.
Meeting support
- Arranging meetings on behalf of the department.
- Assist with taking and distributing minutes in accordance to set governance standards.
- Create and maintain a register to track matters outstanding.
- Maintain a follow-up plan on meeting resolutions and matters outstanding.
- Ensure confirmation of meetings and management of team diaries.
- Schedule appointments with internal and external stakeholders as and when required.
Document and Records Management.
- Administer the records management and filling processes in line with the RAF filling plan
- Ensure that the filing system is always up-to-date and functional.
- Retrieval of information at all times as requested in the office.
- Ensure confidentiality of all documents under control and that documentation reaches the intended recipients.
- Acknowledge the receipt of documentation, apply a file number allocation, record data onto the computer system and file appropriately.
Qualifications
- Matric or Grade 12 certificate.
Experience
- Relevant 1 years’ experience in Administrative or similar environment
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Key Performance Areas
Management of Department
- Development the business plans for the CSC aligned with the RAF strategic plan of the RAF.
- Provide technical assistance to employees within the claims Origination Department in the province.
- Claims origination include consultations, origination of direct claims, direct claim lodgement, pro-active and re-active information collection, and pre-merits assessment.
- Manage the activities of the Hospital Service Centres, Community service Centre (including Mobile RAF, Registrations and Validation/Verification, Merits team).
- Mobilise employees within the province to actively practice the RAF mission, vision, values and strategic objectives.
Ensure implementation of continuous improvements initiatives to enhance service delivery & effective reporting.
- Prepare and submit monthly progress reports to the Senior Claims Manager.
- Ensure effective and sufficient recording of daily activities of the Department.
- Ensure the timely completion of financial reports.
Ensure adherence to corporate governance within the team.
- Prepare and manage the annual budget for the CSC in accordance with legislation and RAF targets and goals.
- Prepare the annual administrative and human resource budget for the budget for the Department in the Region.
- Ensure that employees adhere to the PFMA.
- Monitor the departmental expenditure.
Stakeholder Management
- Facilitate communication with all levels of stakeholder contact.
- Ensure that the RAF values are adhered to in all dealings with stakeholders.
- Ensure adequate representation of the Fund in relevant external activities and events.
- Ensure a positive relationship with all internal and external stakeholders. Ensure external stakeholders are continuously engaged to improve relationships.
People Management.
- Provide leadership and inspire team members towards high performance.
- Manage performance and development of reporting staff.
- Provide coaching to team members on an ongoing basis.
- Set operational goals and targets for teams.
- Ensure proper planning and allocation of consistent workload within the Department.
- Facilitate weekly team lead meetings to ensure maintenance of the crucial interface between management and staff.
Qualifications
- NQF 7 (Bachelor’s Degree or Advanced Diploma) related qualification to discipline.
- NQF8 (Post graduate Diploma / Honors Degree / Professional Qualification Degree) Advantageous.
Experience
- 6-8 working experience in a claims/legal environment of which 2 years must have been at a manager/supervisory level.
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Key Performance Areas
Collation, interrogation, analysis and compilation of accurate statistical reports
- Perform analysis on all qualitative and quantitative data.
- Develop various templates and reporting automation processes and prepare operational reports for systems.
- Prepare and supervise report proposals and analyze data and recommend corrections to claims division.
- Provide relevant statistical reports for forecasting purposes.
- Help resolve claims report queries and complaints and record them.
- Assist claimants with reports by providing feedback on claims that are presented or lodged directly.
Maintain and escalate data integrity issues to the relevant department
- Confirm data extract source from the system.
- Request changes on the type and the format of the report from the IT Systems Change Manager.
- Prepare cross systems integration reports (integrate various report from all systems reports).
- Coordinate with Claims Managers to determine reporting requirements to confirm data requirements.
- Maintain up-to-date knowledge about the existing claims and advise improvements for claims data processing procedures.
Stakeholder Management
- Facilitate and manage communication with relevant internal external stakeholders in relation to proactively and progressively manage the relationships.
- Manage relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
- Communicate with all levels of stakeholder contact.
- Represent the Fund in relevant external activities and events.
Qualifications and Experience
- Bachelor’s Degree/ Advanced Diploma in Business Management/ Information Science/ Mathematics related qualification.
- Certifications in relevant analytics and related tools, e.g., Power BI, SAP BI, Azure, SQL, Python, or VBA will be an added advantage.
- Relevant 4 years’ experience in an operations reporting/ analytical reporting or related environment.
- Experience working with SAP BI or Microsoft Power BI will be highly advantageous.
- Experience working with SQL will be highly advantageous.
- Experience working with VBA and Python programming languages will be highly advantageous.
- Experience working with Microsoft Azure will be highly advantageous.
Technical and Behavioral Competencies Required
- Planning, organising and coordinating.
- Personal mastery.
- Judgment and decision making.
- Ethics and values.
- Client service orientation.
- Strong analytical capabilities.
- Data analytics (which includes extracting, cleaning, analyzing, interpreting, and visualizing data).
- Report writing (i.e., writing formal business and research reports including powerpoint presentations).
- Advanced Microsoft excel skills (the use of vlookups, pivot tables, DAX, and VBA).
- Data management and modeling.
- Complex problem identification, solving and decision makinf.
- Good financial management skills.
- Knowledge of claims management processes and systems.
- Knowledge of motor vehicle accident legislation.
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Key Performance Areas
Compliance administration.
- Maintain up-to-date written documentation related to the departments business activities.
- Ensure compliance to the policies and process standards.
- Keep abreast of internal standards and business goals to ensure adherence to sound internal control.
Office coordination.
- Assist in making follow-ups on outstanding matters.
- Ensure all requests are handled and responded to within set timelines.
- Assist in ensuring the availability of stationery within the department.
- Validate and verify information and documents submitted for accurate capturing and further handling.
- Ensure the systems/registers used are kept up to date.
- Check for duplicate documents, requests and queries and report on them.
- Allocate reference numbers and accurately capture related documents on different systems.
- Allocation of matters to responsible team members.
- Draft and send out letters to all stakeholders as required.
Meeting support
- Arranging meetings on behalf of the department.
- Assist with taking and distributing minutes in accordance to set governance standards.
- Create and maintain a register to track matters outstanding.
- Maintain a follow-up plan on meeting resolutions and matters outstanding.
- Ensure confirmation of meetings and management of team diaries.
- Schedule appointments with internal and external stakeholders as and when required.
Document and Records Management.
- Administer the records management and filling processes in line with the RAF filling plan
- Ensure that the filing system is always up-to-date and functional.
- Retrieval of information at all times as requested in the office.
- Ensure confidentiality of all documents under control and that documentation reaches the intended recipients.
- Acknowledge the receipt of documentation, apply a file number allocation, record data onto the computer system and file appropriately.
Qualifications
- Matric or Grade 12 certificate.
Experience
- Relevant 1 years’ experience in Administrative or similar environment.
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Key performance areas.
Legal secretarial administration.
- Prepare court statements and forms that attorneys will need in court.
- Dictate attorney’s audio files and written notes.
- Transcribe and proofread legal documents.
- Index and update pleadings and discovery binders.
- Collect and deliver documents.
- Supporting legal research for cases and communicating with vendors, experts, attorneys, opposing counsel and other staff.
Standard, process and procedure maintenance
- Ensure a strategy framework is maintained by required standards.
- Keep abreast of internal standards and business goals to ensure adherence to sound internal control.
- Provide administrative support to the strategy and reporting office by RAF policies and procedures.
Quality assurance activities
- Maintain up-to-date written documentation and policies related to the organisation’s business activities.
Office Management
- Maintain correspondence, filing, telephonic queries and provide general administration support to the office.
- Maintain strict confidentiality in all matters relating to the office.
- Make follow-ups on outstanding matters on behalf of the legal services department in the office.
- Ensure all office requests are handled and responded to within set timelines.
- Ensure availability of stationery within the department.
Meeting and diary management
- Arrange meetings on behalf of the Legal Services department.
- Take minutes and distribute these in accordance to set governance standards.
- Maintain follow-up plan on meeting resolutions and matters outstanding.
- Ensure confirmation of meetings and management of team diaries.
- Schedule appointments with internal and external stakeholders as and when required.
Document control
- Ensure that the filing system is always up-to-date and functional.
- Collate court rolls received from the registrar for the responsible court divisions, update references and distribute to state attorneys.
- Manage the retrieval of information at all times as requested in the office.
- Ensure confidentiality of all documents under control and that documentation reaches the intended recipients.
- Acknowledge the receipt of documentation, apply a file number allocation, record data onto the computer system and file appropriately.
- Collate all the court directives and update on the court directives database.
- Maintain status update and records of all high value foreign national records for re-insurance purposes and report regularly.
Qualifications and experience.
- National Diploma in Business Administration/Law related qualification.
- Relevant 2 years’ experience in a business/law administration related environment.
Technical and behavioural competencies
- Computer literacy in MS Word, Excel, Powerpoint, Outlook, etc.
- Good understanding of all RAF systems and procedures.
- Proficiency in English and one other official language.
- Excellent planning and organisational skills.
- Dependable and trustworthy.
- Good communication skills.
- Interpersonal relations.
- Good administrative skills.
- Research skills.
- Writing skills.
- Diary and court roll management.
- Planning, organisation and coordinating.
- Personal mastery.
- Emotional wisdom and decision making.
- Ethics and values.
- Client service orientation.
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Key performance areas.
Messenger services
- Collect correspondence from respective government institution, verify against the list before collection and acknowledge the receipt.
- Deliver packages or messages on time.
- Handle packages and documents with care.
- Drive delivery truck to the destination.
- Reconcile packages at recipient’s location.
- Maintain communication with destination and point of departure.
- Obtain receipts or signatures for deliveries and documentation.
- Maintain records of daily visits in the logbook.
- Sort deliverable items in accordance to delivery route in order to ensure maximum efficiency.
- Confirm deliveries by checking into the office after each delivery.
- Deliver the documents to document services for them to distribute in line with the SOP.
- Plan efficient routes prior to setting out on a delivery mission.
Administration
- Monitor and make sure that requests for copying or binding are executed efficiently and timeously.
- Monitor the availability of messenger services for delivery of items to financial institutions, Government departments, clients, etc. at all times.
- Ensure that archiving of scanned files and documents is done in accordance with the National Archives Act as well the RAF’s RM strategies and objectives.
- Sort documents according to documents class and insert.
- Forward the transfer (Metro-file) and requests for inactive records to the Records Manager.
- Prepare and capture records to be transferred to the offsite storage, forward to Records Management and maintain a log of records sent off-site storage.
- Receive records file index spread sheet and keep track of all the updates for records stored off-site.
- Maintain an inventory of the department’s records, showing each record series title, file plan reference number, and retention period as listed on the Records Retention Schedule (RRS).
- Complete the final disposition log/ register that have been destroyed.
- Monitor that the postal service facility in the branch is operating effectively at all times.
- Efficient and timely document binding service.
Transportation
- Load and unload organisation’s merchandize.
- Transport products, materials, and staff securely to areas where they are needed.
- Recognise electrical and mechanical faults and report to Facilities manager.
Vehicle, machinery and equipment maintenance.
- Perform daily pre trip and post trip vehicle inspection to ensure safety standards are adhered to.
- Ensure that the copying and binding machines are maintained in working order,
Reporting
- Report vehicle, machinery and equipment defects, accidents, traffic violations, damage to the vehicles or loss of equipment.
- Ensure vehicle is always in good condition.
- Provide log books in line with the Fleet Management Policy.
- Reporting of unexpected delays.
- Report on the maintenance of the franking machine in terms of technical maintenance and the loading of money.
- Report on major equipment faults requiring service provider attention immediately to supervisor.
Process incoming/ outgoing mail and mail batching
- Receive, register and stamp incoming and outgoing correspondence.
- Separate incoming documents and faxes and sort according to destination.
- Ensure files, correspondence and all other documentation is files according to established policy and procedure.
- Prepare outgoing mail for posting, bulk mailing and bulk distributions.
- Record details of all registered mail and Docex Tracker mail.
- Declare monies received and capture in register.
- Prepare check addresses and ensure Docex is sent to Docex, Normal and Registered mail to the post office.
Qualifications and experience
- Matric or Grade 12 certificate
- A valid code 10 (EC1/EC) driver’s license.
- Professional Driver’s Permit.
- At least 1 year’ experience in a driving/messenger services environment.
Technical and behavioural competencies
- Ability to assess condition/ road worthiness of motor vehicle to ensure safety of self and passengers.
- Knowledge of principles and methods of moving people and goods or equipment.
- Communication.
- Planning, organisation and coordinating,
- Personal mastery.
- Emotional wisdom and decision making.
- Ethics and values.
- Client service orientation.
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Key performance areas.
Legal secretarial administration.
- Prepare court statements and forms that attorneys will need in court
- Dictate attorney’s audio files and written notes
- Transcribe and proofread legal documents
- Index and update pleading and discovery binders
- Collect and deliver documents
- Supporting legal research for cases and communicating with vendors, experts, attorneys, opposing counsel and other staff.
Standard process and procedure maintenance.
- Ensure a strategic framework is maintained by required standards.
- Keep abreast of internal standards and business goals to ensure adherence to sound internal control.
- Provide administrative support to the strategy and reporting office by RAF policies and procedures.
Quality assurance activities
- Maintain up-to-date written documentation and policies related to the organisation’s business activities.
Office management
- Maintain correspondence, filing, telephonic queries and provide general administration support to the office.
- Maintain strict confidentiality in all matters relating to the office.
- Make follow-ups on outstanding matters on behalf of the legal services department in the office.
- Ensure all office requests are handled and responded to within set timelines
- Ensure availability if stationery within the department.
Meeting and diary management
- Arrange meetings on behalf of the Legal Services department.
- Take minutes and distribute these in accordance to set governance standards.
- Maintain follow-up plan on meeting resolutions and matters outstanding.
- Ensure confirmation of meetings and management of team diaries.
- Schedule appointments with internal and external stakeholders as and when required.
Document control
- Ensure that the filing system is always up-to-date and functional.
- Manage the retrieval of information at all times as requested in the office.
- Ensure confidentiality of all documents under control and that documentation reaches the intended recipients.
- Acknowledge the receipt of documentation, apply a file number allocation, record data onto the computer system and file appropriate.
Qualifications and experience
- National Diploma in Business Administration/Law related qualification
- Relevant 2 years’ experience in a business/law administration environment
Technical and Behavioural competencies
- Computer literacy in MS Word, Excel, Powerpoint etc
- Good understanding of all RAF systems and procedures
- Proficiency in English and one other official language
- Excellent planning and organisational skills
- Dependable and trustworthy
- Good communication skills
- Interpersonal relations
- Good administrative skills
- Research skills
- Writing skills
- Planning, organisation and coordinating
- Personal mastery
- Emotional wisdom and decision making
- Ethics and values
- Client service orientation
Method of Application
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