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Head of Underwriting

2 weeks ago

Centurion, South Africa PSG Insure Full time

**Responsibilities**:
Strategic Leadership:

- Support the formulation of STA strategy by identifying key areas through which the associated Underwriting experience should be advanced to be relevant and market leading
- Drive continuous improvement within Underwriting, Conversions and Technical Underwriting areas - people, process, technology, data
- Formulation of operational plan in relation to STA strategy, and execution thereof, for each area within the Underwriting domain
- Stay up to date with industry trends, market dynamics and emerging models to identify opportunities for innovation and competitive advantage

Operations Management:

- Ownership and optimization of the Underwriting value chain and associated systems (Underwriting, Conversions, Technical Underwriting)
- Ensure relevance of Underwriting performance metrics
- Ensure SLA adherence, and the attainment of key performance metric targets (e.g. utilization, rework, telephone availability, abandoned calls)
- Drive attainment of positive customer experience and net promoter score targets
- Management of team e.g. performance management, talent management, succession planning, training
- Ownership of IT tickets/errors/product gaps which impact the Underwriting domain and Adviser experience
- Responsible for technical queries of advisers iro Platform product offerings
- Negotiate with insurer on any binder actions, rates, new business requirements
- Manage the binder audits

Profitability:

- Binder profitability management
- Retention of existing clients
- New business growth/organic growth

Stakeholder/Relationship Management/Customer Service:

- Management of Adviser relationships
- Resolve Adviser queries, escalations and complaints
- Compliance and Risk Management:

- Ensure compliance with binder and regulatory requirements
- Monitor and mitigate risks associated with Underwriting activities

**Skill sets required**:

- Bachelor’s degree
- FAIS and RE compliant
- Key individual qualifications would be advantageous
- Minimum 10 years of work experience, with at least 5 years in a senior management role
- Proven track record of driving financial and operational performance within a division
- Experience in managing Underwriting environments
- Analytical capability and exposure to BI tools
- Experience in delivering automation and optimization initiatives
- Proven track record of interacting with Advisers/clients
- Excellent leadership skills
- Problem solving skills
- Deep understanding of South African insurance market, outsource/binder environment
- Demonstratable knowledge of personal and commercial lines underwriting
- Policy administration system experience and a solid understanding of how insurance systems work
- Experience with workflow systems, and the enhancement thereof
- Calm under pressure
- Great communicator
- Structured/process driven
- Attention to detail
- Able to execute and follow instructions
- Eager to learn, improve and optimize