Additional Information
Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
To develop and manage a strategy and operating model for Claims function that supports the growth and development of CGIC business through the provision of a winning and fit-for-purpose claims framework.
Develop and lead the implementation and execution of Claims, collections and salvages division's strategy that supports growth and development of a winning and fit for purpose framework for CGIC.
Develop, plan, implement and take accountability for the strategy and operating model of the Division, partnering with business executives in response to the business model and CGIC strategy.
Create operational frameworks and processes for strategy implementation, and direct the development of policies, procedures, and standards to integrate and optimise various functional outputs.
Drive the design and management of a winning and fit-for-purpose claims system capability.
Drive the design and management of a winning and fit-for-purpose claims investigation and evaluation capability.
Contribute towards productivity by managing claims spend in line with growth cost per claims.
Continuous improvement to ensure effective service.
Ensure process optimisation is prioritised to deliver targeted strategic advantage.
Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in
accountability and the overall optimisation of the value chain.
Ensure statutory and legislative knowledge is always current to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
Ensure adherence to organisational policies, practices, and procedures.
Identify solutions to enhance cost control, increase operational efficiency and manage operating budget goals.
Undertake abstract, conceptual, and comparative analysis of patterns inclusive of external intelligence on stakeholder requirements, international and industry trends, as well as the policies of local organisations with which the organisation must cooperate or compete to define the organisational strategy.
Initiate and drive the design of new processes to optimise the internal value chain and overall operational performance.
Service delivery to ensure customer satisfaction
Contribute to the development of a customer intimate strategy in line with future customer needs and requirements to drive customer centricity.
Ensure effective relationships and SLA management with internal and external stakeholders.
Build and maintain excellent relationships between own team and key internal interest groups.
Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
Ensure professional services are provided, where expectations are managed in terms of outcomes.
Participate in the design and application of a stakeholder feedback capability.
Contribute to the competitive edge of CGIC through external networking and benchmarking in industry, international and national forums.
Maintain service, quality, and desired outputs across the business process by ensuring compliance to tactical policies, procedures, and standards.
Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
Develop work routines in line with operational plans / schedules to manage achievement of service delivery goals.
Share knowledge on, and participate in the creation of new standards, control systems and procedures to enhance service delivery.
Implement systems to achieve targeted budget
B degree . (MBA advantageous)
10 years' experience in leading and management of people in a non-life insurance claims, collections and recoveries department.
A deep knowledge of Insurance law, loss adjustors reporting, legal systems, Liquidation & Business Rescue processes.
Oldmutual · Johannesburg, South Africa