Technical Operations Manager

3 days ago

Sandton South Africa Boardroom Appointments Full time


Technical Operations Manager

FORMAL EDUCATION:
  • Matric (essential)
  • Bachelor's degree in business management/law and/or related qualification (essential)
  • Regulatory Examination (RE5) certificate (desirable)
  • Risk Management certificate (desirable)
EXPERIENCE:
  • 3 5 years experience in Operations/Claims/Client Service environment (essential)
  • 2 3 years of claims management experience (essential)
  • Commercial, Corporate, and Assets Insurance Technical experience with a proven track record (essential)
KNOWLEDGE:
  • Knowledge of industry-specific regulations and standards such as:
    • Financial Advisory and Intermediary Services (FAIS)
    • Financial Sector Conduct Authority (FSCA)
    • Compliance Monitoring and Enforcement (CMS)
COMPETENCIES:
  • Excellent interpersonal skills
  • Strong leadership and management abilities
  • Good analysis, judgment skills, and attention to detail
  • Excellent interpersonal and communication skills
  • Good problem-solving skills
  • Customer-focused
  • High level of reliability and accountability
  • Excellent computer skills
PROCESS
  • Manage and oversee internal projects, focusing on automating procedures and improving team processes.
  • Liaise with attorneys, loss adjusters, assessors, and investigators to ensure fair outcomes.
  • Manage the relationship between The Company and the cells/administrators regarding claims management processes.
  • Facilitate Market Conduct Culture training sessions to raise awareness amongst clients.
  • Consolidate and submit monthly claims and complaints reports (e.g., Conduct of Business Return Report) and any ad-hoc reports to the Head.
  • Oversee the management of claims and market conduct operations on the cell's captive business, where required.
  • Draft reports and provide business feedback at various management platforms and forums.
  • Perform an annual review and audit of the client-based program to ensure compliance.
  • Manage client query processes by accurately tracking and resolving escalated queries, leveraging them as opportunities to improve client service and enhance business processes.
CLIENT
  • Build and maintain relationships with clients, and internal and external stakeholders to foster collaboration, trust, and long-term partnerships.
  • Make recommendations to improve client service and fair treatment within the area of responsibility, enhancing overall client satisfaction and loyalty.
PEOPLE
  • Effectively manage team performance to achieve business objectives, providing feedback, coaching, and recognition to drive individual and collective success.
  • Monitor team performance and turnaround times by ensuring they meet operational deliverables in accordance with service level agreements (SLAs).
  • Drive a culture that guides best practices, and fosters continuous learning, improvement, and cohesiveness, promoting a dynamic and collaborative work environment.
FINANCE
  • Support and control the budget and cost-saving initiatives within the business.
  • Investigate reported willful acts of non-compliance to organizational policy and practice, reporting findings to ensure adherence to regulations and policies.

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