Key Responsibilities

• Defines in conjunction with BD, CCOs and regional claims management the claims operations strategy.
• Implementation of the strategy and managing the areas/cross border functional resources and their performance to achieve agreed objectives and sustaining a high-performance culture.
• Ensure compliance to contracted service levels and optimised processes. Within motor and non-motor in accordance with company policies and procedures, inclusive of resolution of escalated matters
• Provide strategic and operational direction to optimise motor and non-motor.
• Keeps the areas/cross border functions informed of all relevant and appropriate information and fosters good engagement with staff and other functions
• Ensure adherence to relevant policies and legislative requirements.
• Sets and monitors areas/cross border performance against objectives and balanced score card.
• Participate in the planning process, including the identification of risks, involvement in leading change initiatives and responsibility for budgetary control.
• Ensuring that areas/cross border function operates within optimum KPI.
• Building and measuring success against customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand and fulfil the needs and expectations of our customers.
• Drive assessing operational excellence on all motor and non-motor process and reporting.
• Apply basic statistical analysis to track performance variations and implement solutions to resolve these variations.
• Review and negotiate terms for the salvage provider.
• Works effectively with HR in connection with consistency in pay and reward.
• Manage human capital as well as development and motivation of employees.
• Implements and maintains the talent management strategy.

Qualification & Experience

• Grade 12
• BCom
• 10+ years specific claims leadership experience of managing large numbers of staff across locations/site and/or functional areas within a large and complex financial services or customer driven organisation.

Internal Relationships

• All Claims departments.
• Other Functions such as Underwriting, Sales marketing, claims supply, governance, HR, MI, Legal & Finance.
• Internal customers.

External Relationships

• Brokers
• Clients
• All Claims suppliers and service providers
• Regulatory or legislative organisations

Behavioural Competencies

• Understanding the insurance industry, as well as the organisational strategy, structure, stakeholders, guiding principles, climate, market, and culture in relation to the achievement of goals and end-results.
• Applying analytical thinking to identify and resolve problems by critically evaluating information, applying personal judgment and experience, consulting relevant parties, considering organisational resources, and reflecting on the bottom line.
• Conveying and disseminating information in a verbal or written format that is clear, concise, convincing, and tailored to the needs of target audiences.
• Assuming the responsibility for consistently delivering end-results against expected time, quality, accuracy, and performance standards.

Technical Competencies

• Apply knowledge and understanding of the core principles of insurance and how this is applied on a day-to-day basis.
• Apply knowledge and understanding of the range of insurance products and services available in the market and how that knowledge can be used to meet client needs. The term ‘services’ refers to non-insurance benefits, such as helplines, authorised repairs and suppliers, uninsured loss recovery and risk control advice. These are often, but not always, provided as an add-on to specific types of policies.
• Compile and manage financial plans, budgets, and reports in accordance with generally recognised financial practices to ensure the most effective allocation of financial resources in relation to objectives.
• Ensure the psychological health and well-being of staff by assisting staff members with personal problems and to give guidance and advice on career development and progression options.
• Design, manage, execute, and monitor activities, outputs, and performance of employees against targets and objectives and develop strategies or interventions for performance improvement.
• Establishing, sustaining, and fostering professional teams, alliances and networks that inspire trust, facilitate collaboration, and offer support.   

Leadership Competencies

• Proactively identifying strategic opportunities, developing long-term goals, and mitigating risks in line with the organisational vision, objectives, purpose, and guiding principles.  
• Exploring opportunities for increasing revenue, decreasing costs, fast-tracking business expansion, and enhancing profitability by building strategic partnerships, and making strategic business decisions.
• Setting challenging performance goals, removing barriers, channelling resources, and monitoring endeavours to deliver desired end-results in the face of complex work demands.
• Developing others to prosper personally and professionally by delegating responsibilities, encouraging independence, providing clear directions and feedback, as well as mentoring and coaching to build their self-confidence, activate individual talents and facilitate their personal growth.
• Building positive and trusting relationships with internal and external stakeholders that are based on mutual respect, creating an inclusive organisational climate, and showing a genuine interest in the needs and wellbeing of others. 

ADDITIONAL JOB DIMENSIONS

Associated Risks

• Formal profiling required
• Strategic / Senior – Develops and manages the strategic outputs of departments to achieve organisational strategy. Takes responsibility for the outputs of tactical managers, drives deliverables on a quarterly and annual basis. Ensures there is alignment of outputs to organisational strategy.

Closing date: 09 April 2025