Manage and coordinate the claims operations and market conduct to ensure alignment with the Guardrisk framework, while effectively leading and managing the claims and market conduct teams.
Requirements
- Bachelors degree in business management/ law and or related qualification (essential)
- Regulatory Examination (RE5) certificate (desirable)
- Risk Management certificate (desirable)
- 3 5 years experience in Operations/ Claims/ Client Service environment (essential)
- 2 3 years claims management experience (essential)
- Commercial, Corporate and Assets Insurance Technical experience with a proven track record (essential)
- Knowledge in industry-specific regulations and standards such as Financial Advisory and Intermediary Services (FAIS), Financial Sector Conduct Authority (FSCA), and Compliance Monitoring and Enforcement (CMS)
- Manage and oversee internal projects, focusing on automating procedures and improving team processes.
- Liaise with attorneys, loss adjusters, assessors, and investigators in ensuring fair outcomes.
- Manage the relationship between Guardrisk Group and the cells/administrators in relation to claims management processes.
- Facilitate Market Conduct Culture training sessions to raise awareness amongst clients.
- Consolidate and submit monthly claims and complaints reports (i.e., Conduct of Business Return Report) and any adhoc reports to the Head.
- Oversee the management of claims and market conduct operations on the cells captive business and where required.
- Draft reports and provide feedback to business at various management platforms and forums.
- Perform an annual review and audit of the client-based programme 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.
- 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, fosters continuous learning, improvement, and cohesiveness, promoting a dynamic and collaborative work environment.
- SupportControl the budget and cost savings initiatives within the business.
