Overview Job ID: 52779 Job Sector: Insurance Country: South Africa
Region/State/Province/District: Gauteng
Location: Constantia Kloof
Job Details
Insurance
Job Purpose
To oversee the management Call Centre based claims area nationally, and to ensure that the set key deliverables such as cost containment and customer service levels are met.To ensure that the Claims Fulfilment team remains dynamic and continues to share a common goal of exceeding customer expectations by keeping them informed and timeously settling claims, whilst applying risk management principles.
Key Responsibilities/Accountabilities
Develops short term claim business strategy
Implements and maintains the divisional strategic plan for the Short-term Claims area as set out by the Manager or Head of Claims.
Translates short term claims strategy into actionable plans.
Claims Operational Efficiency
Constantly improving the Short-term Claims process.
Ensures that proper infrastructure and resources are in place.
Ensures that the entire claims cycle meets service standards.
Assists with the improvement of the claims system.
Continuously improves claims service to all our customers both internal and external.
Acts as a claims technical advisor by educating the underwriters, client and staff about claims processes and procedures.
Provides advice to group entities on claim matters
To ensure maintenance of performance management systems in line with agreed best practice as well as continuous improvement of measurement tools.
To ensure continuous formulation, consideration and implementation of strategies aimed at achieving process and productivity improvement, including CAT management
Procurement/ vendor and stakeholder management
Identifies problem areas within the claims service value chain and to engage the relevant stakeholder to find suitable solutions.
Represents the company on various industry bodies e.g. South African Insurance Association (SAIA).
Finance and Risk Management
Manages the resources and budgets.
Ensures that the business is compliant in terms of FAIS.
Ensures that claims are processed fairly and reduce reputational risk.
Manages claims spend.
Contains the average cost of claims
Monitors for fraudulent claims.
Engages South African Insurance Crime Bureau to identify market trends.
MIS
Engage with Data Team to develop solid MIS to monitor claim trends on a daily basis.
Ensures that all information is enough for the actuarial division to create a proper rating model.
Customer engagement
Identifies and implements claims initiatives by performing best practice research on industry trends
Identifies opportunities to enhance service delivery
Ensures faster turnaround times.
People management
Responsible for inspiring, motivating, leading and managing the team
Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
Ensures skills assessments and competency-based training takes place as and when required.
Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
Creates an environment in which learning and development are emphasised and valued.
Takes personal responsibility for coaching and mentoring others.
Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
Promotes a culture where the values of the Bank are seen to be ?alive?.
Ensures the implementation of the leadership promise engagement.
Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
Drives the Talent Review Sessions and succession planning, in conjunction with Human Resources.
Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
Preferred Qualification and Experience
Qualifications
Matric
Relevant Insurance, Commercial, Legal or Risk qualification
Experience
Minimum of 10 years? experience in short term insurance.
Minimum of 2 years relevant Motor and Contents claims experience in a Management capacity/leadership role (preferred).
Minimum of 2 years management / leadership of an Insurance call centre (preferred)
Broad and sound insurance background on Personal lines Insurance cover and claims.
Knowledge/Technical Skills/Expertise
Knowledge and full understanding of short-term insurance product, underwriting and claims handling.
Understanding of trend analysis and management information systems.
Computer literacy e.g. Microsoft Office, Excel
Technical background on Motor, Building and Content claims.
Financial and accounting skills.
Business acumen.
PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to **********
