Processing Manager - Life Insurance Claims

SUMMARY:
Processing Manager - Life Insurance Claims

POSITION INFO:

Processing Manager

Sandton

Manage a specific business team and take responsibility for the business team to execute instructions received via processes within the framework of the Business Area and specific Business Team.

Take responsibility to ensure that day to day tasks and outputs and ad hoc initiatives are actioned and SLA''s adhered to.

Ensuring that the service provided to internal stakeholders and external clients is available as per SLA agreed, sufficient planning is performed to ensure capacity for continued task execution and service delivery and being accountable for all activities within the business team of the company. Management of a contact centre and administrative functions.

Report to the  Senior Processing Manager

Tertiary qualification– either a BCom or BA, preferably an Honours degree.

Min 2-3 years experience at management level preferably within the financial services industry.

In-depth of Business and Operational Insurance Industry administrative processes

Accomplished knowledge in the use of general administration systems

Familiar with Compliance Processes and Procedures in the Insurance Industry

Your duties include:

Manages the call centre''s team of agents.

Provide optimal staff capacity with correct skills.

Contain and improve cost effectiveness of functions provided

Implementation of agreed initiatives to improve operational efficiency and customer experience

Insure that the various SLAs are adhered to and delivered at agreed quality standards, set targets to facilitate continuous improvement of both SLA and quality standards

Monitor external perception rating and ensure that the scores are within the agreed targets

Identifying and reporting on service failures and errors

Ensure training and development of staff

Contribute to the various cross functional forums to help improve efficiencies in other areas

Ensuring that all correspondence is professional and in line with standards and protocols of the organisation

Help manage and determine the budget of the business area

Interact with executive management in other business areas to ensure clear communication and service delivery to other business functions

Assist with the development of junior and middle management

Help formulate strategy of business area

Meets with management to report the progress of the call agent team.

Ability to work effectively with others and contribute to team task accomplishment

Must have excellent leadership and management skills.

Must have superior written and verbal communication skills.

Must have good maths skills.

Must have strong computer skills

Exceptional customer service skills are a must.

Must have strong analytical skills.

Ability to use the full Microsoft Office suite (Excel, Word, PowerPoint, Visio) and Adobe

Project Management experience

Ability to conduct interviews with prospective candidates

Ability to work in high pressure, stressful situations k24.3b

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Senior Audit Lead/Manager: General Assurance (Claims, Servicing and Enabling)

Sandton

• Contribute to the development of the portfolio/s audit plan including the update and maintenance of the audit universe and identification of emerging risks;
• Execute and deliver the audit plan and management requests timeously;
• Contribute towards and provide updates on the Combined Assurance Plans for the relevant portfolios;
• Ensure audits are conducted as per the GIA Methodology and that the quality and performance standards are maintained at all times;
• Delivery of impactful audit reports with well thought out management actions and due dates;
• Facilitate the agreement of audit findings and rating with the relevant stakeholders;
• Analyse root causes of issues identified and make recommendations to management to improve the control environment accordingly as necessary;
• Facilitate the integrated audit approach where necessary, such as use of IT and DAS;

Customers

• Provide input to the relevant committee and Board reporting; and
• Deliver an issues assurance plan per portfolio and ensure it is executed timeously and within quality standards.
• Develop and maintain effective relationships with SM portfolio executives especially for integrated audits;
• Support the Head of the Audit Portfolio/s in managing stakeholder engagement and relationships across the relevant portfolio/s; and
• Participation in SM portfolio key Governance bodies where the Head of the Audit Portfolio/s is unable to attend.

Operations

• Support the Head of the Audit Portfolio/s in managing functional resource planning and integration, including the use of specialist consultants;
• Implement the functional resource plan and take corrective action (where required);
• Manage the portfolio/s GIA stats process and monthly reporting process by engaging line 1 and line 2; and
• Comply with IIA Code of Ethics and GIA Policies and Procedures.

People

• Support the Head of the Audit Portfolio/s in acquiring specialist resources; and
• Performance management and development of direct reports.

Responsibilities

Skills and Experience

• Minimum 7 to 10 years’ experience in auditing and / or risk management (ERM)
• Solid background in the financial services / insurance industry, preferably in blue chip/global companies
• Detailed understanding of the life insurance environment incl. distribution, operations and products.
• Knowledge of key areas such as underwriting, claims, customer service and retention
• Knowledge of the regulatory environment for life insurance Minimum 5 years’ experience in managing teams and multiple assignments
• Experience of client relationship management at senior levels Experience in managing audit budgets (time and costs)

Education

Chartered Accountant: Risk Management

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Senior Audit Lead/Manager: General Assurance: Underwriting, Pricing and Reinsurance

Sandton

• Contribute to the development of the portfolio/s audit plan including the update and maintenance of the audit universe and identification of emerging risks;
• Execute and deliver the audit plan and management requests timeously;
• Contribute towards and provide updates on the Combined Assurance Plans for the relevant portfolios;
• Ensure audits are conducted as per the GIA Methodology and that the quality and performance standards are maintained at all times;
• Delivery of impactful audit reports with well thought out management actions and due dates;
• Facilitate the agreement of audit findings and rating with the relevant stakeholders;
• Analyse root causes of issues identified and make recommendations to management to improve the control environment accordingly as necessary;
• Facilitate the integrated audit approach where necessary, such as use of IT and DAS;
• Provide input to the relevant committee and Board reporting; and
• Deliver an issues assurance plan per portfolio and ensure it is executed timeously and within quality standards.

Customers

• Develop and maintain effective relationships with SM portfolio executives especially for integrated audits;
• Support the Head of the Audit Portfolio/s in managing stakeholder engagement and relationships across the relevant portfolio/s; and
• Participation in SM portfolio key Governance bodies where the Head of the Audit Portfolio/s is unable to attend.

Operations

• Support the Head of the Audit Portfolio/s in managing functional resource planning and integration, including the use of specialist consultants;
• Implement the functional resource plan and take corrective action (where required);
• Manage the portfolio/s GIA stats process and monthly reporting process by engaging line 1 and line 2; and
• Comply with IIA Code of Ethics and GIA Policies and Procedures.

People

• Support the Head of the Audit Portfolio/s in acquiring specialist resources; and
• Performance management and development of direct reports.

Responsibilities

Skills and Experience

• Minimum 7 to 10 years’ experience in auditing and / or risk management (ERM)
• Solid background in the financial services / insurance industry, preferably in blue chip/global companies
• Detailed understanding of the life insurance environment incl. distribution, operations and products.
• Knowledge of key areas such as underwriting, claims, customer service and retention Knowledge of the regulatory environment for life insurance
• Minimum 5 years’ experience in managing teams and multiple assignments Experience of client relationship management at senior levels Experience in managing audit budgets (time and costs)

Education

Chartered Accountant: Auditing

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