Senior Manager: Claims Operations - Johannesburg, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Develop tactical strategy and delivery plans, formulate associated practice/s and ensure operational implementation and adoption i.t.o. claims management methodology, governance and delivery objectives.

Job Description:

Leadership:
Achieve client satisfaction through effective leadership of staff i.e.

through the formulation and implementation of initiatives to improve and enhance staff morale, motivation, level of skill, professionalism, work and commitment to service delivery.

Explain targets to all claims staff and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements by creating quarterly and monthly plans in order to ensure delivery for the year.

| Service Excellence/Customer Centricity:

Ensure excellent client service (e.g. ensure CSI targets are above 80%) by constantly reinforcing service excellence principals i.e.

to answer a telephone within 3 rings, with all staff | Business Management:
Manage and contain claim spend by ensuring efficient cost control procedures are followed at all times.

The main bottom line drivers for efficient cost control must be closely monitored and this can be achieved by constantly reviewing the claims paid, accurate estimates, salvage management, recoveries, car hire expenditure and release fee management.

| Operational Effectiveness:

Ensure that staff adhere to the claims processes, procedures and controls as defined in service initiatives, services level agreements, claims procedure manual and claims management bulletins by doing quarterly quality audits.

The outcome of these audits and an action plan to address shortcomings (if necessary) must be discussed with the particular employee in a performance tracking session and must be recorded the particular monthly claims head office report.

| People Management:

Create a motivated work environment where employees want to work hard to achieve service excellence by providing regular feedback on their performance and by making sure that the employees' efforts are recognised

Education

Bachelor's Degrees and Advanced Diplomas:
Business, Commerce and Management Studies (required)