Manager: Claims VAPS
Telesure
Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both). Ensure that operational activities are consistently executed according to operational and quality standards and manage exceptions proactively to meet or exceed customer expectations.
Operational Compliance
Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Continually monitor and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement. Ensure that non-conformance and variances within the function is rectified as a high priority.
Stakeholder Engagement
Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment. Engage with all relevant people/other departments in the claims business and co-ordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards).
Leadership and Direction
Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Support the Team Leaders by sharing knowledge, information and problem-solving recommendations to achieve the required operational results.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Develop and monitor performance standards accordingly in order to improve individual and operational performance. Plan, schedule and review workload to improve productivity by measuring results against targets. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence.)
Improvement / Innovation
Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
Insights and Reporting
Prepare and coordinate the completion of various operational data and analytics reports.
Budgeting
Track budgets and report variances to more senior colleagues. Control all associated operational cost in accordance with the annual budget.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Job Purpose
Successfully implement operational plans in context of the commercial insurance business plan to assist in achieving the required operational results.Responsibilities
Operations ManagementOversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both). Ensure that operational activities are consistently executed according to operational and quality standards and manage exceptions proactively to meet or exceed customer expectations.
Operational Compliance
Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Continually monitor and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement. Ensure that non-conformance and variances within the function is rectified as a high priority.
Stakeholder Engagement
Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment. Engage with all relevant people/other departments in the claims business and co-ordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards).
Leadership and Direction
Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Support the Team Leaders by sharing knowledge, information and problem-solving recommendations to achieve the required operational results.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Develop and monitor performance standards accordingly in order to improve individual and operational performance. Plan, schedule and review workload to improve productivity by measuring results against targets. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence.)
Improvement / Innovation
Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
Insights and Reporting
Prepare and coordinate the completion of various operational data and analytics reports.
Budgeting
Track budgets and report variances to more senior colleagues. Control all associated operational cost in accordance with the annual budget.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous)Experience
4 to 6 years' experience in a decision making position within the financial industry (Essential); 4 to 6 years' experience in the Financial/Insurance Industry (Essential). 2 to 4 years' experience in managing others and managing managers (Essential)Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
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