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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Purpose of the Role

To effectively Manage allocated Auto Body Repairers allocated to the MPM, do quality assurance audits, and monitor the quality of repairs at suppliers to provide excellent service and contain the average cost per claim, whilst setting a culture of best practice. Ensure adherence to SLA by Field, Digital and External Motor Assessors as well as Auto Body Repairers. Responsible for complaint resolution following client and/or intermediary complaints. Manage the capacity on each ABR to keep car hire days low. Have monthly discussions with ABRs on the NCR results.

Execute on the full role of Motor Portfolio Manager to ensure contribution to the achievement of the business strategy and ease of doing business.

To continuously control quality of assessments, innovatively   develop methods on managing claims spend and containing the increase on average cost of claims.Check compliance on motor best practices and assessing procedures by motor assessors.Execute motor supplier audits at ABR’s and compliance of Motor Auto Body contracts and SLA’s.Ensure data is quality controlled and to ensure that Audatex quotes are in line with agreed repairs to the damaged vehicle.Effectively communicate and give feedback to various stakeholders when and as required (Procurement/ Management).Identify problem areas within the motor claims service value chain and find suitable solutions.Analyse query and complaint trends and recommend solutions.To drive and maintain the team focus to ensure adherence to company strategy.To track training needs for Motor assessors and ABRs during work in progress inspections.Manage the ABR NCR scoreMonitor the repairers CSI score in conjunction with ProcurementReport constant poor repairs from ABR to procurement departmentMange additionals requested by the ABRs

Continuous improvement to ensure effective service

Ensure statutory and legislative knowledge is always current in order 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 effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

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 in order to manage achievement of service delivery goals.Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Manage quality people practices

Align own behaviour with the organisation culture and values.Share and transfer product, process and systems knowledge to colleagues and team members.Collaborate and work with the business to deliver required service levels.Actively share information with other team members regarding successes, issues, trends and ideas.

Experience, knowledge & kills required

Matric or equivalent (NTC3).A bachelor’s degree or advanced diploma NQF level 7 in a relevant field or equivalent.5 years relevant assessing experience of which at least 1 year should    have been in a leadership role.Appropriate insurance qualification e.g. Introduction to Insurance, Policy Wording training.Audatex training.Technical experience (panel beating/ spray painting/ mechanical/ estimating/ auto electrical) essential.Minimum period required to perform productively in this role 2 – 3 monthsVDQ

The Recruitment process:

TA Interview: This will be a discussion with a member of the TA Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow up the opportunity to get to know you a little better, and ensure OMI can meet your needsPanel Interview: This will be with 2 members of the senior leadership of the data team and 1 member of the HC leadership teamTechnical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with MIE & Internal VerificationFinal Feedback

All About OMI:

https://www.oldmutual.co.za/about/old-mutual-insure/

https://www.linkedin.com/posts/old-mutual-insure_i-work-at-old-mutual-insure-of-course-activity-7161674472469524483-w0j6?utm_source=share&utm_medium=member_desktop

Handles a variety of coverage with a defined loss potential. Reviews and proceses claims of low to moderate face value or liability against policies and coverage information. Decision-making is structured and objective. Initiates necessary investigations. Exercises judgment to assign adjusters or to refer information to attorneys or subject-matter experts for additional data. Settles and negotiates claims within authorised authority.

ResponsibilitiesInsurance Claims Administration

Review and analyze assigned insurance claims in line with the organization's standard claims procedures and customer service standards. Engage loss adjusters and/or subject-matter experts where appropriate, authorize claims within delegated authority, and refer complex or unresolved issues to senior colleagues.

Insurance Claims Evaluation

Interview and/or visit claimants to evaluate the extent of liability and the value of insured losses in line with policy coverage. Adjust losses and negotiate settlement within delegated authority limits, referring complex or disputed claims to senior colleagues for resolution.

Fraud/Financial Crime Investigation

Contribute to the investigation of cases of suspected fraud or financial crime by gathering, analyzing, and retaining information and physical evidence to support criminal investigation and/or legal action. Recommend further actions to the lead investigator.

Fraud/Financial Crime Management

Analyze data to identify and track and report key trends in activities or transactions that indicate high risk of fraud, and report any specific instances of suspicious activity to more senior colleagues.

Operations Management

Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Solutions Analysis

Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents.

Document Preparation

Organize and prepare complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for special reports.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Regulatory and Compliance Management

Carry out a wide range of compliance monitoring activities and give basic advice on compliance and regulatory requirements.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

Action Planning, Claims Management, Claims Settlement, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Oral Communications, Presenting Solutions

Competencies

Business InsightCollaboratesDecision QualityDrives ResultsEnsures AccountabilityFinancial AcumenInstills TrustManages Complexity

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

13 March 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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