Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
• Lead and manage the operational delivery of the personal insurance function, leading teams to drive efficient selling of personal insurance products, underwriting administration support, processing and maintenance of insurance policies across their lifecycle ensuring excellent customer service, and compliance with regulatory and governance standards in adherence to world-class operations standards.
• Provide input for consideration into the development of strategic initiatives in selling and underwriting of personal insurance products. Drive the implementation and execution to ensure the achievement of the defined strategic objectives and goals.
• Resolve complex selling and underwriting administration issues by facilitating and coordinating the decisions and actions of various internal and external stakeholders to resolve escalations, disputes, and systemic challenges, limiting the negative impact of complaints on the organisation.
• Manage and guide the team in selling and underwriting administration functions, ensuring customer service levels (SLA’s) are met and financial losses and risks mitigated. Guide the teams in the overall operational execution of work ensuring that work outcomes are achieved, client service standards are adhered to, and financial and reputational risks mitigated.
• Manage and guide teams to ensure that effective underwriting is enabled by obtaining, validating and recording all required information in line with internal standards and regulatory requirements.
• Oversee customer service quality and implement assigned customer experience scores and measures. Assess, through monitoring and evaluation, whether underwriting administration support service standards are being met and take corrective action that create enhanced customer experience.
• Identify reoccurring customer service delivery issues and deliver on solutions to improve customer experience and service and prevent reoccurrence of underwriting administration queries and complaints
• Resolve escalated matters (e.g. authorisations / queries / complaints, workflow, staffing constraints, system downtime) and take responsibility for providing customers with timeous feedback.
Insurance Degree or Business related.
Insurance qualification, minimum Higher Certificate in Insurance
Experience
5-7 years, minimum 3 years at the managerial level
In-depth understanding of the end-to-end underwriting value chain.
The role requires in-depth underwriting administration knowledge and experience.
Insurance Products and Services expert
Demonstrated experience and ability to build constructive internal relationships to continuously improve the customer experience
Demonstrated success in driving process optimization, digitization, and automation projects to enhance operational efficiency and improve customer experience
Demonstrated success in driving operational performance, efficiencies, and productivity to meet quality and service standards.
Experience and knowledge of the Insurance operations and processes
Experience resolving complex underwriting administration services issues, with demonstrated ability to interact across multiple internal and external stakeholders
Proven track record of leadership, with experience in leading teams through organisational change and transformation initiatives
Insurance Risk Management experience is essential.
Behavioural Competencies:
Technical Competencies:
As a brand with a legacy of over 160 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa.
With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner.
As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
