Let's Write Africa's Story Together!Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.Job Description naTo effectively oversee the technical management within the Specialty Claims area and ensure the containment of spend, oversee strategic initiatives, claims, and risk strategies, effectively manage the use of the Specialty Claims Policy, setting and monitoring of Standard Operating Procedures to facilitate evidence based decision-making and achievement of departmental Key Performance Indicators. Provide excellent service in setting a culture of best practice within mandated responsibility.Plan for, implement and manage the Claims Strategic Plan within designated areaEnsuring all claims are attended to by the relevant claims negotiator within the TAT and SLAEnsure customer feedback is provided within SLAManage all escalations and complaintsEnsuring daily settlements are processedEnsuring monthly estimates are reviewedEnsuring recoveries and salvage monies due are receivedEffectively manage the use of the Specialty Claims Policy, to facilitate evidence-based decision-making primarily within, but not limited to, the claims area based on best practice and promoting excellent service within mandated area of responsibility.Review/produce Business reportsEnsure continuous improvement on Standard Operating ProcessBenchmark Specialty Claims to market best practiceEstimate audits, claims mandate audit is completed and corrective action is takenMonitor, track and update the claims division strategy to ensure execution and delivery.Design, manage and implement a Claims risk Strategy.Perform risk identification and risk evaluation/ assessment activity on risks at strategic, operational and process level.Oversee the delivery of the strategic projects and savings.Review claims best practice across all areas by doing the necessary industry research.Oversee monitor and track all issues arising from Internal and External Audits to ensure all management actions are implemented.Ensure complete and accurate management information is provided to all key Claims stakeholders and adequate monitoring mechanisms are designed/implemented to ensure timeous action is taken.Provide the relevant Reporting for the claims division weekly, monthly and quarterly as required.Conduct proactive Data analysis to identify trends, concerns and issues.Ensure that all information needs are determined, and enhancements are implemented to align with strategic objectives.Oversee the claims division communication internally and externallyOversee and Monitor Claims complaints, client, and broker surveysBest-practice Service DeliveryActively implement and monitor service practices to determine the status of customer service and relationsProactively identify and implement changes required in customer service and relationsDevelop customer solutions (process. products and systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfactionManage effective SLA’s with internal and external stakeholdersProvide professional services: where expectations are managedContinuous improvement to ensure optimization and best practiceStreamline and integrate existing business processes and systemsKeep up to date with Best Operating PracticeIdentify, prioritise, develop business cases for, present and execute Best Operating PracticesCreate collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and valueOptimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and executionEvaluate and implement new systems and best operating practicesBest-practice people practicesDemonstrate direct leadership – be on the “office floor” frequently enough for personal contact to be real and significant, and to provide a role model to the teamEmpower emerging leaders and specialists to achieve technical excellence and innovationDefine and benchmark competitive performance measuresCreate an aligned balanced scorecard of operational measures in order to optimally mange performanceEnsure the department, section or specialist function is adequately resourced and has recruitment, retention and HR development plans in placeEnsure that all the team members consistently discharge their dutiesImplement and manage a Development plan that ensures that the department has the human resources and skills required to deliver on the strategy for the short, medium, and long termIdentify, attract, appoint, grow, engage, reward, and retain top talent to drive operational executionManage poor performance constructively and decisivelyDemonstrate leadership behaviour of personal involvement, commitment, and dedication to the business area in support of the organisations cultureCommunicate a meaningful operational context to apply people best practice, fostering an environment of continuous learning and improvementIdentify, define, communicate, and obtain buy-in for performance expectations through the implementation of the chosen Old Mutual Insure performance management systemEnsure mechanisms are implemented to support major changes to the function by acting as a change agentCreate a collaborative environment which allows for employees with a functional area to work together, thereby leveraging constructive team dynamics and innovationEnsure the work environment enables employees to “live” the organisations culture and valuesActively participate in own professional development and career pathFinancial and corporate governance to ensure cost efficiencyContribute to the development and implantation of fit for purpose budgetBudget for weighing up costs and risks pertaining to workforce, technology, materials, and equipment usedEffective budgetary compilation and controlManage vendor relationships and budgetsKeep within budget constraints for an annual period, monitor planned vs actual, and report on cost efficiencyTake accountability for the management of business-related risks within own areaOperate within agreed mandates as documented in the business rulesExperience Knowledge & Skills:Relevant degree in business and/ or financeFellowship/ Associateship with the IISA or FCIISA preferredManagement qualification an advantage5 Years relevant experience of which at least 3 years should have been in a management capacity/ leadership roleSkillsAccounting, Action Planning, Claims Management, Current State Assessment, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Policies & Procedures, TypologyCompetenciesBuilds Effective TeamsBusiness InsightCollaboratesCommunicates EffectivelyDecision QualityFinancial AcumenInstills TrustManages ComplexityEducationNQF Level 9 – MastersClosing Date07 September 2025 , 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.The Old Mutual Story!
