Position Summary:
To develop and manage a strategy and operating model for the Specialists Claims function that supports the growth and development of Old Mutual Insure business through the provision of a winning and fit-for-purpose claims framework.
Key Responsibilities:
- Develop, plan, implement and take accountability for the strategy and operating model of the Specialist Claims Department, partnering with business executives in response to the business model and Old Mutual Insure strategy.
- Determine the business value chain for the Claims Department and ensure that this value chain is aligned and integrated with the Specialty value chain
- Identify solutions to enhance cost control, increase operational efficiency and manage operating budget goals.
- Create operational frameworks and processes for strategy implementation, and direct the development of policies, procedures, and standards to integrate and optimise various functional outputs.
- Provide mechanisms and support to implement major changes to the function by acting as a change agent.
- Build and maintain excellent relationships between own team and key internal interest groups.
- Maintain service, quality, and desired outputs across the business process by ensuring compliance to tactical policies, procedures, and standards.
- Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain.
- Craft service practices and standards that meet clients and own organisation’s needs.
- Ensure process optimisation is prioritised in order to deliver targeted strategic advantage.
- Establish an aligned departmental Balanced Scorecard focused on the implementation, measuring and management of the departmental strategy.
- Create a collaborative environment which allows for employees within inter-related functional areas to work together thereby leveraging constructive team dynamics and innovation.
- Interpret internal and external organisational changes, model change impact scenarios and introduce new / terminate existent systems or processes in alignment with the strategic intent of the organisation.
- Build a culture where unique employee experiences can be created, new work experiences can be designed, deep business “know-how” and experiences are openly shared, new ideas are encouraged & implemented without fear of reprisal and where employees feel inspired to enable positive futures through coaching and mentoring.
- Participate in the design and application of a stakeholder feedback capability.
- Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
- Ensure adherence to organisational policies, practices, and procedures.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Ensure effective relationships and SLA management with internal and external stakeholders.
- Contribute to the development of a customer intimate strategy in line with future customer needs and requirements to drive customer centricity
- Contribute to the competitive edge of Old Mutual Insure through external networking and benchmarking in industry, international and national forums.
- Ensure professional services are provided; where expectations are managed in terms of outcomes.
- Establish and maintain a succession plan for the key roles in the area and review and approve succession plans for department.
- Guide the development of measurements to monitor process and systems efficiency across the Business Process Value Chain.
- Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
Required Education & Experience:
- Bachelor Of Business Administration Honours: Business Management And Information Technology (Required), Master of Business Administration (MBA): Advanced Business Management: Enterprise Risk Management
- Able to Work Under Pressure, Broker Relationship Management, Business Models, Business Process Improvements, Business Values, Collaborative Leadership, Competitive Advantages, Customer Contact Strategy, Customer Experience (CX), Customer Service, Target Operating Model