Job Purpose

• This group role incorporates enablement of internal and external stakeholders, including clients and suppliers. Responsible for leading, overseeing, supporting and developing new and improved business interventions through constant evaluation, feedback and solutioning. Build future ways of work through innovative solutions and facilitate, co-ordinate and manage the end-to-end business improvement initiatives. Create a case for change which includes a wholistic benefit case, highlighting all potential costs and benefits. Drive successful integration of partners with TIH, ensuring the application of best practices and alignment amongst all areas involved. Co-ordinate, liaise, manage and oversee various partnerships, with a focus on performance monitoring, analysing, evaluating, investigating non adherence, and initiating frequent reviews

Responsibilities

• Internal and External Partner Management
• Bridge between different functional groups in the own business network to catalyze the flow of information and exploration of new possibilities; enable exchange of ideas. Responsible for ensuring related implementation and change management.
• Account Management
• Manage and develop important customer relationships with guidance from senior colleagues and/or manage an account team delivering day-to-day support. Customers likely to include mid-tier companies, multinational corporates and similar.
• Stakeholder Engagement
• Identify and manage stakeholders at various levels of management, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development and execution of stakeholder engagement plans to support the communication of business information and decisions. Effectively build, maintain and manage relationships with internal and external stakeholders Engage with all relevant people/other departments and co-ordinate relevant inputs (people, systems and processes) to achieve or improve the required results. Ensure process changes/improvements are effectively communicated to the relevant stakeholders ensuring operationally, the most recent information is utilised. Manage and report on selected Partnerships such as Nedbank, MUA and Renasa and give feedback to relevant forums.
• Financial Management and Control
• Manage a selected portion of the organisation’s financial management and/or control processes. Support the forecast of budgets and expenses across Group Procurement departments in order to align with and meet organisational profit objectives. Financial management & control by ensuring budgets are correctly tracked and allocated, all credit & administration functions align & conform with Business practice & procedures. Reconciliation to Finance & Management accounts. Manage budget plans within own department, involves development and delivery.
• Budgeting
• Manage budget plans for a department; could involve development or delivery (or both). Identification and implementation of corporate savings opportunities.
• Performance Management
• Manage and report on the performance of the function and business area; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives. Through effective resource planning, ensure a balance between high priority initiatives and quick wins as well as ensure clear guidance is provided within the team relating to expectations. Rectify non-conformance and variances within the team as a high priority. Planning and reviewing workload to improve productivity by measuring results against targets.
• Personal Capability Building
• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team and beyond in the function. Maintain an in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development.
• Data Collection and Analysis
• Make authoritative recommendations that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. Proactively seek trends with adverse risk effects and ensure the relevant stakeholders are informed continuously on developments. Monitor and track performance on initiatives that have been implemented and ensure alignment between various stakeholders. Monitor and track performance on initiatives that have been implemented and ensure alignment between various stakeholders.
• Insights and Reporting
• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Report on nature and cause, effects and drivers, using a variety of methods and techniques pertaining to operational risk, processes, standards and claims decision making. Investigate operational performance results for Claims Operations. Conduct root cause analysis and provide insight and recommendations. Identify business requirements, needs, processes and possible associated solutions using industry standards methods, models and formats. Ensure reports provided on research conducted and recommendations made are relevant and appropriate considering impact on business, customer and cost.
• Continuous Improvement
• Lead the review of existing operations and the implementation of innovation processes across the department or sub-function to ensure the required continuous improvement outcomes are delivered. Continuously monitor and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement. Support and develop any new business interventions through constant evaluation, feedback and solutions to the business. Identify and implement technology to optimise productivity and fraud identification and prevention. Influence discussion about solutions, projects and initiatives based on evaluations and investigations conducted in order to drive continues business improvement. Drive continuous improvements to the overall standards within STI.
• Building Capability
• Implement formal development frameworks. Provide others throughout the organisation with informal coaching and mentoring. Develop personal capabilities using existing formal and informal training opportunities, while also coaching others as required. Develop an in-depth understanding of industry risk and the impact on TIH Claims Operations. Identify the need for training and where applicable initiate training/coaching interventions.
• Policy Development & Implementation
• Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation. Take responsibility for creating underlying procedures and monitoring their implementation. Provide specialist guidance on the interpretation and application of policies and procedures, resolving complex or contentious queries and issues and enabling others to take appropriate actions. Direct discussions regarding solutions, projects and initiatives based on analysis of relevant business domains and be accountable for implementing solutions with relevant stakeholders. Define, maintain and extend standards and methods in use by the organisation as required.
• Operations Management
• Support the overall organisational strategy by developing and delivering operational plans and outcomes for a large portion of the business. Participate and/or belong to indicated forums/meetings and associations as required. Support and develop any new business interventions through constant evaluation, feedback and solutions to the business. Identify operational standards and procedures which must be reviewed to maintain the correct quality of operational activities and stimulate continuous improvement. Ensuring that non-conformance and variances within the function is rectified as a high priority. Ensure that operational activities are consistently executed according to operational and quality standards and manage exceptions proactively to meet or exceed expectations. Control all associated operational cost in accordance with the annual budget.
• Project Management
• Responsible for managing various programmes, managing and monitoring delivery against business plans. Attend selected forums and key management committees to stay up to date with operational conditions. Monitor and track performance on initiatives that have been implemented and ensure alignment between various stakeholders, advising on ongoing issues and implementing measures to address this with the relevant business unit. Coordinate the actions or approval of other business units for direction changes. Identify shortcomings and suggest improvements to existing processes, systems and procedures, and execute accordingly.

Education

• Relevant Business Degree/ Diploma (Essential)

Experience

• 5 to 10 years experience analysing and interpreting business operational/financial management information (Essential); 3 or more years Project management experience (Essential); 5 or more years experience in a STI Operations environment (Advantageous); 5 to 10 years leadership experience (Essential)