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South Africa

Third Party Liabilities Manager

Company Bryte Insurance Company Limited
Reference # TPLM
Published 05/07/2019
Contract Type Permanent
Salary Market Related
Location Johannesburg, Gauteng, South Africa
Introduction
To direct, control, monitor and manage the relevant reporting claims team and operations therein and provide effective support to implement claims strategy in line with Bryte guiding principle.
Job Functions Client Services,Communications,Management
Industries Insurance
Specification
KEY TASKS & ACCOUNTABILITIES

Effective control and monitoring of leakage

•Ensure business standards and agreed SLAs of all claims related matters are adhered to
•Review open and closed files to establish procedures and controls to minimize leakage
•Assess audit report of leakage and attend to identified leakage
•Locate leakage and follow up progress on a monthly basis to Head of Motor and Non-Motor, Claims Operations Manager and Head: Quality
Assurance
•Review company leakage reports to identify variances and recommend actions


Effective quality control

•Conduct audits per technician per month using leakage form/checklist
•Ensure all information and standards are adhered to with regards to financial transactions
•Authorize and sign payments together with checklists
•Complete claims rejections within two days of receiving the repudiation task and within SLA and forward to Broker Managers.
•Review pending payments and ensure none outstanding over 1 day.


Effective reporting and analysis

•Review all QA and Operational reports as and when required and provide feedback and/or action plans to address issues.


Effective customer focus and service

•Provide exceptional customer in line with TCF
•Liaise with internal stakeholders to facilitate problem resolution and efficiency of work activities
•Communicate with stakeholders on a daily basis to inform of progress of claims and claim policy and procedure
•Deal with and resolve any queries relevant to area; if unable to resolve, escalate to manager for resolution
•Represent the organization through maintaining high levels of professionalism, service excellence and customer excellence
•Adhere to internal policies, processes and procedures


Effective people management and team leadership

•Lead by example in living the values of Bryte
•Monitor staff work load on a daily basis
•Explain and train new claim instructions, bulletins and training materials
•Be an active part of corrective action to ensure those correcting fully understand errors and consequences
•Management of staff leave
•Monitor staff with regards to time keeping, dress code, behaviours and absenteeism and take corrective action when required
•Identify and address variances/breaches of polices, standards, performance, etc
•Create an environment that fosters team work and co-operation amongst team members
•Communicate effectively, building and maintaining relationships
•Ensure consistent compliance to company policies and procedures, corporate governance and relevant legislation
•Ensure appropriate staffing and action accordingly
•Identify need for creation of position and forward recommendation to direct manager
•Ensure appointments are in line with EE targets / strategy
•Assist People Management Consultants in compilation of competitive employment package
•Select and place candidates in terms of agreed recruitment and selection process
•Effective Career and Succession Planning
•Identify, manage, develop and retain talent


Performance Management

•Set direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and
reviewed to meet organizational and individual needs
•Conduct monthly review meetings for all technicians in order to assess performance and provide constructive feedback and establish action
plans as applicable to feed into biannual appraisals
•Identify poor performance and take corrective action


Claims Cost Management

•Continuously monitor and manage the quality of the claims handled and completed through conducting sample auditing on an on-going basis
•Recommend improvements to reduce average cost per claim
•Review the service of different vendors and repairers in conjunction with agreed vendor contracts with specific regard to cost containment
•Ensure that claims handlers are compliant and adhering to business requirements and standards, check guidelines as stipulated by service
level contracts and agreements with relevant stakeholders, internally and externally.
•Ensure compliance with company policies, and ensure appropriate action taken where necessary and required
•Ensure that all claims handlers provide relevant and correct information to clients/repairers to ensure that work is completed according to
set standards and agreements, that ensures best interest of the client and the company in relation to claims management
•To direct and control spend


Business Accountabilities:

•To manage the quality of TP claims handled and reduce the average cost of the claim to drive the utilisation of preferred vendors.
•To provide exceptional customer service and to drive customer centric behaviour in line with Bryte values.
•To act as a change agent and drive transformation and/or change initiatives within the claims environment.
•To support the Heads of Claims to drive and implement the overall Bryte and Claims strategy.
•To make sure regulatory requirements are adhered to.
•To have a good understanding of the assessing, legal and investigation environment and keep up to date with the latest trends and industry
norms

People Management Accountabilities

•Full function of people management accountability. Driving/motivating teams and executing people management initiatives.
•Performance management and on the job coaching.
•Ensuring staff adhere to the SLA with regards to the agreed processes and time lines, and to act within the agreed mandate
•Proactively explore all channels and mediums to build talent and succession pools
Requirements
Experience

•6 years insurance experience (Liability claims)
•3 - 5 years management experience in a similar environment.


Knowledge

•People Management processes and policies, including end-to-end performance management
•Understanding of Basic Conditions of Employment Act and Labour Relations Act
•Knowledge of claims operations
•Understanding of processes and impact on the business.
•Ability to manage budget control costs
•Ability to interact at different levels
•Clear understanding of Bryte’s Claims handling strategy and implementation thereof
•Advanced knowledge of Management Principles
•Understanding of change management principles
•Understanding of key claims operational and financial metrics
•Understanding and knowledge of regulatory bodies and principles relating to Short-Term Insurance


Behavioural Competencies

•Analysis
•Attention to detail
•Commitment to excellence
•Effective Delegation & Leadership
•Developing organisational talent
•Oral and written communication
•Planning and organizing
•Teamwork
•Flexible in duties performed
•Ability to work under pressure
•Positive attitude

Technical Competencies

•MS Office proficient (Intermediate)
•Communication skills
•People management skills
•Ability to schedule work and manage by numbers
•Develop/initiate process improvement
•Ability to take initiative to address situations
Job Closing Date 12/07/2019
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Last Updated: 7 days ago [19.07.02.08]
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