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Job Description

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To effectively manage the designated liability Claims area and ensure containment of claims spend and provide excellent service in setting a culture of best practice within mandated responsibility.

You would:

Plan for, implement and manage the Claims Strategic Plan within designated area

Plan for, implement and take accountability for the operational plan for the designated area.

Implement the designated claims registration and assessment capability.

Implement the designated claims fulfilment and payment capability.

Manage claims spend in line with growth cost per claims targets. (Average cost of claim.)

Manage Maverick and BEE procurement targets.

Provide the relevant MIS for the claims division daily, weekly, monthly and quarterly as required.

Ensure that statistics for the designated area are reviewed and corrective action taken, if required.

Act as technical advisor by educating brokers, clients and staff about liability claims processes and procedures.

Identify, control, manage and minimise operational risks and claims leakage

Best-practice Service Delivery

Actively implement and monitor service practices to determine the status of customer service and relations

Proactively identify and implement changes required in customer service and relations

Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction

Manage effective SLA’s with internal and external stakeholders.

Provide professional services: where expectations are managed

Continuous improvement to ensure optimization and best practice

Streamline and integrate existing business processes and systems

Keep up to date with Best Operating Practice

Identify, prioritise, develop business cases for, present and execute Best Operating Practices

Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value

Optimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution

Evaluate and implement new systems and best operating practices

Best-practice people practices

Demonstrate direct leadership – be on the “office floor” frequently enough for personal contact to be real and significant, and to provide a role model to Levels 2 and 1

Empower Level 2 emerging leaders and specialists to achieve technical excellence and innovation

Define and benchmark competitive performance measures

Create an aligned balanced scorecard of operational measures in order to optimally mange performance

Ensure the department, section or specialist function is adequately resourced and has recruitment, retention, and HR development plans in place

Ensure that all the team members consistently discharge their duties.

Implement and manage a People Capability plan that ensures that the department has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term.

Identify, attract, appoint, grow, engage, reward, and retain top talent to drive operational execution.

Manage poor performance constructively and decisively

Demonstrate leadership behaviour of personal involvement, commitment, and dedication to the business area in support of the organisation’s culture.

Communicate a meaningful operational context to apply people best practice, fostering an environment of continuous learning and improvement.

Identify, define, communicate, and obtain buy-in for performance expectations through the implementation of the chosen Mutual & Federal performance management system.

Ensure mechanisms are implemented to support major changes to the function by acting as a change agent.

Create a collaborative environment which allows for employees within a functional area to work together thereby leveraging constructive team dynamics and innovation

Ensure the work environment enables employees to “live” the organisation culture and values.

Actively participate in own professional development and career path

Financial and corporate governance to ensure cost efficiency

Contribute to the development and implementation of fit for purpose budgets.

Budget by weighing up costs and risks pertaining to workforce, technology, materials, and equipment used

Effective budgetary compilation and control

Manage vendor relationships, and budgets associated with projects

Keep within budget constraints for an annual period, monitor planned vs actual, and report on cost efficiency

Take accountability for the management of business-related risks within own area.

Operate within agreed mandates as documented in the business rules.

Experience, knowledge & skills required

Matric

Appropriate Insurance qualification

Law degree preferred

Management qualification an advantage

5 years relevant non -motor liability claims experience; and

3 years management experience

Skills

Action Planning, Claims Management, Data Compilation, Data Controls, Executing Plans, Insurance Claims Investigations, Oral Communications, Policies & Procedures

Competencies

Business InsightCollaboratesCommunicates EffectivelyDecision QualityDirects WorkEnsures AccountabilityFinancial AcumenInstills Trust

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent: Law

Closing Date

30 April 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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