Technical Operations Manager

Boardroom Appointments; Sandton; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A distinguished recruitment agency is seeking a Technical Operations Manager in Sandton, Gauteng. The role involves managing internal projects to automate processes, overseeing claims management, and building relationships with clients and stakeholders. Ideal candidates have 3-5 years of experience in operations, claims, or client services and possess a bachelor's degree in business management or law. Excellent interpersonal and leadership skills are essential. This position offers an opportunity to drive team performance and foster client satisfaction.

Qualifications

• 3-5 years experience in Operations/Claims/Client Service environment.
• 2-3 years of claims management experience.
• Commercial, Corporate, and Assets Insurance Technical experience.

Responsibilities

• Manage and oversee internal projects focusing on automating procedures.
• Liaise with attorneys and investigators to ensure fair outcomes.
• Facilitate Market Conduct Culture training sessions for clients.
• Manage the relationship regarding claims management processes.
• Consolidate and submit reports to management.

Skills

Excellent interpersonal skills

Strong leadership and management abilities

Good analysis and judgment skills

Excellent communication skills

Good problem-solving skills

Customer-focused

High level of reliability and accountability

Education

Matric

Bachelor's degree in business management/law or related qualification

Regulatory Examination (RE5) certificate

Job description

About the job Technical Operations Manager

Technical Operations Manager

FORMAL EDUCATION:

• Matric (essential)
• Bachelor's degree in business management/law and/or related qualification (essential)
• Regulatory Examination (RE5) certificate (desirable)

EXPERIENCE:

• 3 5 years experience in Operations/Claims/Client Service environment (essential)
• 2 3 years of claims management experience (essential)
• Commercial, Corporate, and Assets Insurance Technical experience with a proven track record (essential)

KNOWLEDGE:

• Knowledge of industry-specific regulations and standards such as:
  • Financial Advisory and Intermediary Services (FAIS)
  • Financial Sector Conduct Authority (FSCA)
  • Compliance Monitoring and Enforcement (CMS)

COMPETENCIES:

• Excellent interpersonal skills
• Strong leadership and management abilities
• Good analysis, judgment skills, and attention to detail
• Excellent interpersonal and communication skills
• Good problem-solving skills
• Customer-focused
• High level of reliability and accountability

PROCESS

• Manage and oversee internal projects, focusing on automating procedures and improving team processes.
• Liaise with attorneys, loss adjusters, assessors, and investigators to ensure fair outcomes.
• Manage the relationship between The Companyand the cells/administrators regarding claims management processes.
• Facilitate Market Conduct Culture training sessions to raise awareness amongst clients.
• Consolidate and submit monthly claims and complaints reports (e.g., Conduct of Business Return Report) and any ad-hoc reports to the Head.
• Oversee the management of claims and market conduct operations on the cell's captive business, where required.
• Draft reports and provide business feedback at various management platforms and forums.
• Perform an annual review and audit of the client-based program 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.

CLIENT

• Build and maintain relationships with clients, and internal and external stakeholders to foster collaboration, trust, and long-term partnerships.
• Make recommendations to improve client service and fair treatment within the area of responsibility, enhancing overall client satisfaction and loyalty.

PEOPLE

• 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, and fosters continuous learning, improvement, and cohesiveness, promoting a dynamic and collaborative work environment.

FINANCE

• Support and control the budget and cost-saving initiatives within the business.
• Investigate reported willful acts of non-compliance to organizational policy and practice, reporting findings to ensure adherence to regulations and policies.