Your time is now to be your exceptional best at Old Mutual!

Job Description

To provide quality control service in respect of quality assurance that results in the improvement of service, the minimisation of risk and the development of staff which, in turn, contributes to the profitability and growth of the company.

Responsible for:

• Implementation & management of adherence to business strategy in FNOL.
• Driving & managing a competitive & effective operational framework in terms of resources, efficiencies, operational costs, systems & reporting.
• Managing of cost & reporting of all claims reported across all product lines.
• Driving & managing of a customer centric model for the reporting of all claims in support of relevant legislation
• Aligning through training, complaints management, Root Cause Analysis and coaching new initiative introduced both at operational and strategic level.

Quality assurance Risk identification Process enhancement recommendations

• Contribute to the implementation of a quality assurance process within OMI.
• Provide feedback for coaching of OMI staff based on quality issues identified.
• Identify risks, contribute to action plans and monitor the progress of these.
• Provide input to process and system enhancements, especially in support of product, process, or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Contribute to monthly/weekly quality reporting.
• Monitor and report on the management of service level agreements and turnaround times.
• Provide regular input to the delivery of a superior customer experience.
• Identify trends and opportunities for improvements or new products/ services, and escalate to the OMI management team.
• Demonstrate an excellent knowledge of OMI products, claims conditions, retention criteria and loss ratios to monitor customer experience
• Actively recommend OMI staff that demonstrate high levels of quality service, to their team leaders and OMI management.

Quality service delivery/ Adhere to service standards and provide quality service delivery

• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Continuous improvement to ensure good quality & Adhere to service standards and provide quality service delivery

• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Continuously improve work outputs

• Adhere to agreed processes to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Human Resource process issues

Cost control and governance adherence / Adhere to all financial requirements and ensure cost control

• Proactively ensure use of time, of resources, money, materials, or equipment is in line with policies and procedures
• Adhere to governance controls
• Comply with corporate governance policies, procedures, and standards.
• Operate within agreed mandates.
• Quality people practices

Engages with others in line with organisational guidelines, policies, culture, and values

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process, and systems knowledge to colleagues.
• Collaborate and work with the assigned team to deliver required service levels.
• Actively participate in the assigned team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends, and ideas.
• Actively participate in own professional development and career path.

Job Experience & Qualifications Required

• Grade 12
• AIISA or diploma in Insurance
• Bachelors’ degree
• 5 years Short Term Insurance experience
• Computer literate

Skills

Education

Closing Date

15 September 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.