Job Description

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.