Job Description

• To develop and manage a strategy and operating model for the Claims function that supports the growth and development of the iWYZE business through the provision of a winning and fit-for-purpose claims framework.
• Management of the Claims Department
• Develop, plan for, implement and take accountability for the strategy and operating model of the Claims Department, partnering with the Executive: Operations in response to the business model and Mutual & Federal strategy.
• Establish an aligned departmental Balanced Scorecard focused on the implementation, measuring and management of the departmental strategy. 
• Determine the business value chain for the Claims Department and ensure that this value chain is aligned and integrated with the Operations Division value chain.
• Drive the design and management of a winning and fit-for-purpose claims registration capability.
• Drive the design and management of a winning and fit-for-purpose claims investigation and evaluation capability.
• Drive the design and management of a winning and fit-for-purpose claims fulfilment and payment capability.
• Drive the design and management of a winning and fit-for-purpose subrogation and salvage capability.
• Drive the design and management of a winning and fit-for-purpose claims procurement capability.
• Contribute towards productivity by managing claims spend in line with growth cost per claims
• Optimise best-practice Service Delivery
• Contribute to the development of a customer centric strategy in line with future customer needs and requirements to drive customer centricity
• Craft service practices and standards that meet clients and own organisation’s needs.
• Ensure effective relationships and SLA management with internal and external stakeholders. 
• Build and maintain excellent relationships between own team and key internal interest groups.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure professional services are provided; where expectations are managed in terms of outcomes.
• Participate in the design and application of a stakeholder feedback capability 
• Manage effective financial management, control and budget management
• Ensure that the departmental operating framework and model is adequately budgeted for through the development and implementation of fit for purpose budgets.
• Manage vendor relationships, and budgets associated with projects
• Ensure effective financial management, control and corporate governance.
• Drive Best-practice people practices and build strategic capacity.
• Empower direct reports to achieve tactical excellence / best operating practice 
• Optimise talent across departments (not just within)
• Embed formal performance development and informal coaching in the department
• Identify, attract, appoint, grow, engage, reward and retain top talent to drive strategic execution.
• Identify, define, communicate and obtain buy-in for performance expectations through the implementation of the Mutual & Federal performance management system.
• Coach direct reports on how to conduct meaningful performance development discussions with their direct reports and ensure that they conduct the process effectively
• Establish and maintain a succession plan for the key roles in the area and review and approve succession plans for one level below
• Develop, implement and manage a People Capability plan that ensures that the department has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term.
• Embed and demonstrate aligned values that drive and support the required behaviour to achieve the articulated vision and strategy.  
• Demonstrate leadership behaviour of personal involvement, commitment and dedication to the business area in support of the organisation’s culture.
• Communicate a meaningful strategic context to apply people best practice, fostering an environment of continuous learning and improvement.
• Provide mechanisms and support to implement major changes to the function by acting as a change agent.
• Manage poor performance constructively and decisively.
• Create a collaborative environment which allows for employees within inter-related functional areas to work together thereby leveraging constructive team dynamics and innovation
• Actively participate in own professional development and career path.

Required Qualifications and Experience:

• Bachelor’s Degree in Business Administration, Law, Engineering, Actuarial or related field; advanced qualifications such as an MBA or relevant professional certification preferred.
• Proven experience in claims management, ideally within the insurance industry, demonstrating a thorough understanding of all aspects of claims operations.
• Strong leadership skills with experience in strategic planning and people management.