Technical Operations Manager

Boardroom Appointments; Sandton; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

Boardroom Appointments in Sandton is seeking a Technical Operations Manager to lead complex operations, claims management and client service improvements, with a strong regulatory understanding.

You will manage internal projects, coordinate with attorneys and investigators, oversee reporting, and drive process automation while upholding market conduct standards.

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 with a proven track record.

Responsibilities

• 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 Company and 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 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.

Skills

Interpersonal skills

Leadership

Analytical skills

Communication skills

Problem solving

Customer focus

Reliability

Education

Matric

Bachelor's degree in business management/law

RE5 certificate (desirable)

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.