Job Openings at Old Mutual South Africa

Job description

Detailed Description

Core to the role is the accurate interpretation of financial performance and analysis of capital and risk with active participation in the Exco and other Committees.

• Strategy Development and Implementation
• Accountable for setting policy and financial strategy, for capital management and for compliance with accounting standards across the P&C business.
• Contributes to broader OM Insure business strategy.
• Identify commercial opportunities in line with strategy and manage deals.
• Grows enterprise value by the astute allocation and structuring of capital.
• Executive Management
• Serve as a member of the OM Insure executive leadership team and is a member of OM Insure Exco.
• Participate in key decisions pertaining to the OM Insure strategic initiatives, operating model and operational execution.
• Actively contribute the OM Insure Operational and Strategic committees, providing challenge into the business on key issues.
• Represent the company on various subsidiary Boards
• Participate in the active management and allocation of capital across OM Insure
• Business Transformation
• As part of the executive team, leads and sponsors strategic transformation change in OM Insure, ensuring that employees at all levels clearly understand and are committed to the strategic change agenda.
• Risk Management
• Ensures OM Insure has clean audit, risk and compliance reports.
• Identifies and mitigates financial and operational risk in the business.
• Functional Effectiveness
• Manages service delivery through other managers and their teams.
• Holds heads of department accountable for managerial work, including selection, performance management and talent management.
• Develops Heads, Senior Managers and specialists under supervision.
• Sets up structures to protect OM Insure from volatility of earnings (e.g. Reinsurance).
• Selects potential M&A’s to sustain pipeline.
• Deal making with appropriate partners.
• Defines and implements best operating practices.

Job Requirements

• 7-15 years short term insurance experience of which at least 5 years should have been at a senior/executive level.
• Previous experience in a Finance Director role preferred.
• Demonstrate to possess an integrated understanding of the entire value chain in the short-term insurance industry including product development and pricing, marketing & sales & distribution, underwriting & claims, systems and systems support underpinning the entire value chain.
• Possess well developed leadership and management abilities coupled with influencing and negotiation skills.
• Be an accomplished communicator with the ability to operate at all levels in an organisation.
• Have a demonstrable ability to drive organisation and culture change in order to achieve divisional and group strategic objectives.
• Possess relevant tertiary and professional qualification – CA (SA) or qualified Actuary

Additional Details

Stakeholder Management

Grows and maintains relationship with regulators and other key stakeholders e.g. Reinsurers, Banks etc.
Keeps records of financial transactions.

Team Management

Mentor and develop a direct team of senior managers, managing leadership development, problem resolution, performance evaluation, and the building of an effective team dynamic.
Guide larger, cross-divisional teams outside of direct span of control within OM Insure and relevant businesses e.g. rest of Africa.

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Job description

Detailed Description

• Troubleshoot technical problems with digital support environment for resolution (where necessary).
• Actively participate in the testing and deployment of new releases or enhancements.
• Have an in-depth understanding of the iWYZE website and content to manage customer experience and for managing technical or navigational matters.
• Effective service delivery across a multi-channel environment.
• Timeous escalation of unresolved matters to manager
• Effectively co-ordinate delivery across access layers and SLA’s with relevant internal partners based on the agreed operating model
• Manage all telephonic and online customer communication and enquiries (voice, click-to-chat, online, e-mail etc).
• Sales sweeping as required to conclude a sale / conversions of potential sales as agreed (this role could be a separate requirements when the volumes justify it).
• Respond to customer “customer click-to-chat” requests through to resolution.
• Achieve agreed iWYZE service promise related to brand attributes and expectations within agreed turn-around times.
• Deliver on customer retention objectives as agreed in the operating model
• Deliver against the defined customer retention approach and agreed targets.
• Achieve agreed policy premium collection targets.
• Delivery to defined iWYZE Customer experience journey.
• Make recommendation related to enhancements, streamlining or redesign of processes or system functionality based on customer engagement and feedback.
• Delivery against the agreed customer experience outcomes as per each touch-point (self or co-ordinated).
• Timeous escalation of unresolved matters to manager.
• Meet iWYZE customer objectives aligned to TCF and specific brand outcomes and measurements.
• Ensure that business objectives and personal delivery aligns to and meets the TCF principles.
• Meet agreed SLA requirements related to brand and customer experience.
• Customer Experience
• Ensure that the achievement of acceptable Customer Experience measurement in alignment with the iWYZE Value Proposition.
• Finding a Better Way
• Effectively engaging with customers and obtaining feedback and relevant insights to ensure the improvement of processes, systems etc.

Job Requirements

Essential

• Grade 12 (Standard 10) with University Entrance (NQF4)
• RE & FIAS Credits(NON-NEGOTIABLE)
• Diploma or degree in related field (customer experience, technical etc.)
• At least 2 to 3 years internet / digital experience (such as in an internet banking or in a Telecommunications environment) – preferable
• At least 4 years’ experience in a customer focussed operational environment with a strong technical side.

Desirable

• Strong and proven performance and track record in related work environments.
• Technical / system knowledge related to digital / online platforms
• Customer Service Best Practice Have an in-depth understanding of website functionality and infrastructure in general.
• Very good understanding of a web base / digital product offering and associated rules and processes.
• Above average computer literacy
• Strong verbal and written communication skills (essential)
• Problem solving capability / lateral thinking / decision making skills
• Results orientation
• Ability to work in a high-stress environment
• Numeric skills
• Ability to manage conflict
• Attention to detail and quality
• Excellent interpersonal skills: Team player
• Energetic and self-driven individual

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Job description

Detailed Description

• Act as technical advisor by educating brokers, client and staff about claims processes and procedures.
• Build and maintain relationships with relevant stakeholders.
• Ensure that data quality is controlled.
• Effectively communicate and give feedback to clients, staff, call centre and staff about claims processes and procedures.
• Assist in relevant ad-hoc tasks.
• Analyse query and complaints trends and suggest solutions
• Prepare periodic reports and presentations on project progress, issues and progress against timeline reports / updates.
• Continuously improve claims service, manage claims spend and contain the increase in average cost of claims
• Contain the increase in average cost per claim
• Maintain turnaround time on assessments
• Measure and track claims service delivery effectively by preparing periodic reports
• Ensure effective implementation and compliance of claims/operational systems or procedures
• Strive to ensure clients are satisfied with claims service delivery
• Identify problem areas within the claims service value chain and to find suitable solutions
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Track and resolve operational and performance variations
• Develop and encourage strong team work
• Identify potential inter-departmental problems and escalate them to higher levels
• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path.
• Inducting people into the specific team and job related issues
• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
• Take accountability for the management of business related risks within own area.
• Operate within agreed mandates as documented in the business rules.
• Ensure adherence to organisational policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.

Job Requirements

• Matric
• COP or higher insurance qualification or studying towards same
• 3years relevant experience in an assessing field
• People management experience an advantage.