Head of Claims | Centurion | Permanent

VACANCY | HEAD OF CLAIMS | CENTURION | PERMANENT PSGs commitmentto transform and embrace diversity is what drives us to achieve a diverseworkplace with employment equity as a key goal to create an inclusive workforce.In achieving our employment equity goals, we give preference to applicants fromdesignated groups, and we encourage people with disability to apply. PSG has a greatopportunity for an individual who will be responsible to Lead and manage theend-to-end claims function to ensure efficient, compliant, and customer-centricclaims handling while delivering and meeting insurer mandates, binderagreements, strategic business objectives, and regulatory requirements. Responsibilities: Maintain relevance of theSTA Claims SOP by applying regular updates Ensure adherence to STAClaims SOP by Claims area (way of work, process adherence, JIRA usage,policy admin system usage) Ensure that the ratio ofunanswered calls / total calls is less than 3% Claims complaints to bemanaged within budgeted ratio for financial year (e.g. 15 per 1000 claims) Oversight/management/handlingof escalations from Advisers, clients and associated value chain parties Ensure SLA Adherence -Average 95% Number of Reworks / Totalnumber of claims - Not more than 3% - Team Average Ensure that QA functionexecutes tasks as required and that results are leveraged to improveoperational performance Ensure that ClaimsManager/Team Leaders perform quality checks and drive improvement ofemployee quality/quality claims outcomes Manage Insurer and valuechain partner relationships Ensure binder adherence Assist with Binder andother audits Develop and implementstrategies that align with the company's broader goals and contribute toincreased operational performance, profitability, and customersatisfaction Maintain and report onstrategic, operational and tactical plans Oversight of complaintstickets logged, classification, management of execution, ticket governancereporting (Weekly), Group PMO pack reporting (weekly) Key leadership requirements Develop and execute theclaims strategy aligned to business and insurer objectives. Lead and motivate claimsmanagement teams to achieve operational and customer service targets. Drive a high-performanceculture focused on service excellence and continuous improvement. Act as a member of theexecutive leadership team, contributing to broader business strategy. Binder & InsurerRelationship Management Manage claims performanceagainst binder agreements and service level agreements. Build and maintain strongrelationships with insurer partners. Report on claims trends,loss ratios, leakage, customer outcomes, and operational performance. Ensure adherence toinsurer mandates Governance, Risk Managementand Compliance Ensure compliance with: FAIS PPR (PolicyholderProtection Rules) POPIA Applicable insurermandates and binder regulations Maintain strong claimscontrols and governance frameworks. Manage fraud detection,investigation, and prevention initiatives. Oversee audit findings andimplement corrective actions. (This can be internal audit, risk audits orinsurer binder audits) Minimumrequirements: FAIS and RE compliant(RE1/RE5) KI experience and abilityto be added as Key Individual of the business Proven track record ofdriving financial and operational performance within a division Experience in managingClaims environments Analytical capability andexposure to BI tools Experience in deliveringautomation and optimization initiatives Proven track record ofinteracting with Advisers/clients Excellent leadershipskills Deep understanding ofSouth African insurance market, outsource/binder environment Policy administrationsystem experience and a solid understanding of how insurance systems work Experience with workflowsystems and experience within a Binder Holder or UMA will be beneficial Calm under pressure Structured/process driven Able to execute and followinstructions Eager to learn, improveand optimize Strategic &Decision-making mindset Customer-centric mindset High Integrity Accountability andownership Strong problem-solvingability #J-18808-Ljbffr