We are seeking an experienced and dynamic General Manager Claims to join and head our Claims division. As GM: Claims you’ll be responsible for formulating and implementing the service delivery strategy (for both back and front office) for claims insurance, automotive (OEM & Non-OEM) and cost control.
The ideal candidate will:
- Create an effective workforce and business process delivery channel that delivers high-quality service levels in line with industry and contact centre best practices.
- Consider business risks, regulatory landscape and implement ongoing initiatives in line with this to drive down claims’ costs.
- Implement ongoing / continuous improvement initiatives to drive and improve claims costs and efficiencies, whilst keeping an eye on the business and industry regulatory landscape and associated risks.
MINIMUM REQUIRMENTS:
- A Matric Certificate or Equivalent NQF Level 4 Qualification
- Degree or Equivalent NQF Level 7 Qualifications in Business Management
- RE
- Key Individual Qualification (FAIS)
- A minimum of 8 – 10 years’ experience in claims automotive operations management
- Minimum of 5-10 years’ experience managing large claims or similar contact centre teams [i.e. no less than 8 direct reports and 100 subordinates]
- Minimum 5 years market related / short term insurance industry experience (preferred).
- A minimum of 2 years’ experience of dealer management.
- Strong industry knowledge related to Claims and Cost Control
- Strong financial management skills
RESPONSIBILITIES:
Finance
- Formulate annual budgets together with finance, agree on forecast and oversee overall financial management, systems and controls including cash flow management.
- Manage spend on all expenses both on risk and off risk.
- Ensure the department complies with all statutory requirements.
- Understand the group’s offerings and identify opportunities for differentiation
- Implement cost savings initiatives
- Compiling and analysis of financial and claims data
Customer
- Contribute to the development of business unit strategy by providing a view on potential improvements in Claims processes of the existing situation and anticipated changes in the external environment.
- Identify areas for improvement and assist clusters to operationalise and document action plans.
- Perform claim trend analysis, interpret the results and implement corrective actions where necessary make recommendations to the Head of Department.
- Plan and develop the automation of business processes.
- Ensure continuous streamlining of existing businesses processes.
Risk and Governance
- Ensure the department complies with all audit and statutory requirements.
- Ensure Policies and Control processes are in place and adhered to.
- Ensure that the Divisional activities are coherent with Treating Customers Fairly operational deliverables of Claims and Policy Administration.
- Formulate business unit strategy by articulating potential improvements for claims processes, systems and an assessment of the existing situation and anticipated changes in the external environment.
- Plan and ensure improvement in operational systems and business processes that will ensure client satisfaction and contribute towards the growth strategy.
- Oversee claim spend across all on risk and off risk products.
- Perform claim trend analysis with assistance of Management team, interpret the results and implement corrective actions where necessary.
- Ensure that the risk mitigation processes are in place.
- Oversee the process of system enhancement by suggesting efficiencies and strengthening leakage.
- Ensure the department complies with all audit requirements.
- Resolves specific or complex claims issues for clients
- Technical claims support: Referral point for problematic, technical claims, large losses or where there are indemnity issues.
- Plan and develop the automation of business processes.
- Ensure continuous streamlining of existing businesses processes.
- Adds expertise to new business tenders
People
- In consultation with the HR Business Partner, determine the people management strategy for the area with a focus on talent management, development, resourcing, and retention. Communicate the strategy to managers in the area.
- Continuously mentor the management team of the area on proactive people management techniques.
- Embed formal Performance Development and informal coaching in the business unit.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- Apply and conduct performance management as needed to ensure that continued poor performance is appropriately dealt with.
Desired Skills:
- FAIS
- Business Management
- Automotive Claims
- Dealer Management
- Cost Control
- Financial Management
Desired Work Experience:
- 5 to 10 years Middle / Department Management
Desired Qualification Level:
- Degree