Operations Manager

3 weeks ago

Cape Town, South Africa Job Crystal Full time

_**Purpose of the Job**_

Manage the overall operations in the Personal and Commercial Underwriting and Claims

Department by managing projects, preparing and generating reports, presenting recommendations

for strategies, managing and guiding staff as well as presenting recommendations for strategies and

analysing the operations of the department in order to meet daily output and deliverables.

**Main Duties**

The main functions of the job will include, but are not limited to the following:
**Management Responsibilities**
- Liaises between Senior Management, Junior Management and Operations Staff
- Creates and implements best business practices and maintains the highest levels of efficiency within the operations departments.
- Creates and implements work policies and procedures to enable optimum performance within each business unit.
- Manages quality assurance checks while monitoring existing processes and analysing effectiveness.
- Ensures that operational targets are met in terms of strategies put in place by executive teams as well as meeting daily and monthly minimum output requirements.
- Determines operational requirements in terms of binder contracts and implementation in the operations department.
- Determines operational requirements for mergers and acquisitions and implement procedures to successfully bring all policies on board.
- Participates in developing and ensuring adherence to operations budgets and monitor expenditure against these.
- Sets up of new products on policy management system (e.g. CIMS / Nimbus etc.) for implementation in collaboration with system supplier.

**Reporting and Escalation Responsibilities**
- Reports and provides feedback to insurers with respect to binder agreements to enable them to mirror the feedback in their monthly / quarterly reports with respect to, but not limited to, new business, cancelled business, renewals, growth/decline of book size, rebrokes etc.
- Responsible for the binder report and ensuring that the mandate in respect of terms and conditions of insurers are always met.
- Manages all escalated queries originating from claims, underwriting and policy management systems (e.g CIMS / Nimbus).
- Manage & resolve, where possible, escalated queries.
- Assesses and escalates incidents where Portfolio Managers are involved.

**Oversight Responsibilities**
- Ensure that all staff receive the necessary training with respect to FSCA requirements and optimal performance of daily tasks.
- Oversees that training requirements are met.

**Team Development Responsibilities**
- Develop and grow the teams through monitoring current team effectiveness and recruit or assist with recruiting individuals with a specific skill set to meet the operational requirements to improve the effectiveness of the team.
- Establishes and maintains positive, respectful, and good working relationship with all members of the respective teams through effective management, development and supervision.
- Ensures compliance with respect to FSCA Legislative training.
- Monitors the progress of team members working under supervision.

**Claims Responsibilities**
- Executes final authorisation and release claims payments for specific schemes where the company has a claims mandate to settle claims on behalf of the insurer.
- Co-ordinates a repudiation of or no claim group which may include Underwriter, and/or Claims Consultants and/or Portfolio Managers to initiate discussion around the evaluation of claims being repudiated.

**CRM system**
- Responsible for some maintenance related functions on CRM.

**Professional Competencies**
- Must have accumulated Personal and Commercial Credits relevant to professional qualification.
- RE5 Requirement regulatory examinations as per the FSCA
- NQF5 and higher would be preferable.
- Extensive Commercial and Personal claims experience.
- Competency in Personal & Commercial Underwriting.

**Behavioural Competencies Required**
- Strategic Orientation_
- _Ensures the execution of strategies put in place by executive teams to realise divisional and ultimately organisational goals both long and short-term._
- _Is creative and innovative and always seeks opportunities for ongoing divisional improvement._
- _A good understanding of the various facets of the business in order to provide and efficient service._
- Decision Making_
- _Ability to make informed and progressive decisions with respect to the operations and management of the claims and underwriting department._
- Communication_
- _Must possess strong written and verbal communication skills with respect to report writing and communication with business partners._
- _Establish good relationships with insurance partners and operations team through effective communication._
- _Diplomacy when handling complaints or escalations._
- Problem Solving_
- _Ability to solve complex problems within the operations team._
- Leadership_
- _Models high standards of ethical behaviour and encourages others to adhere to e

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