Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

• Lead and manage the operational delivery of the personal insurance function, leading teams to drive efficient selling of personal insurance products, underwriting administration support, processing and maintenance of insurance policies across their lifecycle ensuring excellent customer service, and compliance with regulatory and governance standards in adherence to world-class operations standards.

• Provide input for consideration into the development of strategic initiatives in selling and underwriting of personal insurance products. Drive the implementation and execution to ensure the achievement of the defined strategic objectives and goals.

• Resolve complex selling and underwriting administration issues by facilitating and coordinating the decisions and actions of various internal and external stakeholders to resolve escalations, disputes, and systemic challenges, limiting the negative impact of complaints on the organisation.

• Manage and guide the team in selling and underwriting administration functions, ensuring customer service levels (SLA’s) are met and financial losses and risks mitigated. Guide the teams in the overall operational execution of work ensuring that work outcomes are achieved, client service standards are adhered to, and financial and reputational risks mitigated.

• Manage and guide teams to ensure that effective underwriting is enabled by obtaining, validating and recording all required information in line with internal standards and regulatory requirements. 

• Oversee customer service quality and implement assigned customer experience scores and measures. Assess, through monitoring and evaluation, whether underwriting administration support service standards are being met and take corrective action that create enhanced customer experience.

• Identify reoccurring customer service delivery issues and deliver on solutions to improve customer experience and service and prevent reoccurrence of underwriting administration queries and complaints

• Resolve escalated matters (e.g. authorisations / queries / complaints, workflow, staffing constraints, system downtime) and take responsibility for providing customers with timeous feedback.

Insurance Degree or Business related.

Insurance qualification, minimum Higher Certificate in Insurance

Experience

5-7 years, minimum 3 years at the managerial level

In-depth understanding of the end-to-end underwriting value chain.

The role requires in-depth underwriting administration knowledge and experience.

Insurance Products and Services expert

Demonstrated experience and ability to build constructive internal relationships to continuously improve the customer experience

Demonstrated success in driving process optimization, digitization, and automation projects to enhance operational efficiency and improve customer experience

Demonstrated success in driving operational performance, efficiencies, and productivity to meet quality and service standards.

Experience and knowledge of the Insurance operations and processes      

Experience resolving complex underwriting administration services issues, with demonstrated ability to interact across multiple internal and external stakeholders

Proven track record of leadership, with experience in leading teams through organisational change and transformation initiatives

Insurance Risk Management experience is essential.

Behavioural Competencies:

• Examining Information
• Generating Ideas
• Exploring Possibilities
• Directing People
• Meeting Timescales
• Checking Things
• Following Procedures
• Managing Tasks
• Upholding Standards
• Producing Output
• Taking Action
• Pursuing Goals

Technical Competencies:

• Claims Knowledge and Management
• Insurance Principles
• Insurance Products & Services
• Underwriting and Pricing Risk
• Underwriting Management
• Underwriting Process