About the position
The Chief Operations Officer (COO) will be responsible for providing direction on the Group operational strategy and establishing long-term solutions to operational challenges. The COO will lead the Group in the delivering the Group operational plan, managing organisation levers to enable achievement of overall organisation strategic and financial annual targets. The COO will be responsible for proactively ensuring an efficient and effective functioning of the Group Operations to enable the provision of quality customer service while ensuring that the operational risks are managed, and industry regulatory compliance are managed adequately and effectively. They will be required to provide the standard in relation to operations together with value added services, through the adaptation of best practice policies. The incumbent will be responsible for ensuring that customers are provided quality, timeous needs in line with their requirements and specifications. They will be responsible for the Onboarding, Policy Administration, Claims management and Quality management functions across the Group to create a seamless execution of the Group value chain for the benefit of the customer. They will streamline processes and systems in ensuring world class operations, ensure that resources are optimized, and business objectives are met. They will provide guidance to the organisation through developing governance, policies, frameworks, performance metrics and implementing operational strategies aimed at enhancing operational efficiency, productivity, and cost-effectiveness.
WHAT WILL YOU DO?
Growing a Business of Significance - Operational Strategies and Planning
- Develop, align, and implement strategic direction and aligning the Group Operations function to the vision, mission and values of the organisation, in order to achieve sustainable success. Develop and implement a short-term and long-term plan to execute the strategy
- Contribute to the development of the overarching business strategy of the COID & Group Operations business
- Develop and implement operational strategies aligned with the overall goals and objectives of the organisation
- Implement Group Operations Framework and Engagement Model
- Continuously scan the economic and social environment to identify threats and opportunities for betting operations
- Continuously monitor the integration of new business developments with the existing organisational operational directives and organisational strategies
- Ensure that all business units conform to license conditions in terms of the Group value chain (onboarding, policy administration, claims management processes and reporting
- Active participation in organisational management team to provide inputs to the organisation's strategic plan
- Ensure legislative compliance
- Developing and implementing a short-term and long-term vision for the group operations.
- The identification of problems and opportunities and addressing them accordingly.
Establish Efficiencies within Group Operations
- Identify opportunities for process improvement, cost reduction, operational efficiency and embed quality management principles in the Group value chain
- Introduce an effective performance monitoring and reporting process, as well as problem solving strategies to drive process efficiency
- Ensure process optimisation in the Group's entire value chain e.g. policy administration, onboarding, claims management, for better client experience
- Create effective measurement tools to gauge the efficiency and effectiveness of Group internal and external processes
- Must leverage efficiencies and processes already developed in the divisions
- Ensure the integration of new initiatives into business operations while minimizing the risk of potential negative impact on existing operations by validating adjustments to existing processes, interfaces, and exception handling as well as provision of sufficient training
- Support the divisions in introducing processes, procedures, and systems to facilitate effective and efficient administration
- Issue new directives and changed procedures to ensure operational and process efficiencies and control are maintained according to operational requirements and objectives
- Develop an Operational Performance Monitoring and Reporting tool for the Group. Ensure efficient reporting structures are in place.
Effective Operational leadership across the Group
- Develop a Group Operations teams that is in line with the structure and to support the execution of the Group Operations strategy
- Assess and develop the Group Operations appropriate structure for the benefit of implementing world class operations
- Provide guidance and oversight to staff and leadership to the organisation that aligns with the company's business plan and overall strategic vision
- Oversee the performance of the Group Operations to deliver a best-in-class service to all RMA businesses and clients, meeting or exceeding all KPAs and within budget
- Evaluate performance of teams on established operations performance targets
- Establish and communicate clear performance expectations to ensure the team meets or exceeds operational targets
- Lead and mentor a high-performing operations team, fostering a culture of collaboration, accountability, and continuous improvement
- Create a change management process for better implementation of the new structure
- Identity training needs and support ongoing capability development for staff and team members.
Cost management
- Develop objectives for project-based process improvements which:
- Reduce costs
- Improve efficiency and effectiveness
- Ensure the development of an operational budget considering organisational strategic needs for increased growth and sustainability and to ensure the availability and management of resources to meet organisational objectives
- Monitor departments actual performance against budgets, forecasts, and projects
- Influence the use of the approved budget through the management of the appropriate stakeholder
- Proactively management of potential fraud by use of data and analytics.
Regulatory compliance and risk management
- Stay abreast with relevant legislative changes and ensure compliance with industry regulations and internal policies
- Audit all procedures and practices according to organisational requirements and sound operational practices to ensure maximum control, accountability and service levels to all stakeholders and clients
- Issue new directives and changed procedures to ensure operational and process efficiencies and control are maintained according to operational requirements and objectives
- Ensure proper operational reporting to the Compensation Fund and other relevant regulatory entities for purposes of regulatory compliance
- Support the management of operational Risk Actions
- Collaborate with legal and compliance teams to implement necessary changes and updates to ensure process adherence to regulatory requirements
- Work closely with other departments to ensure business continuity and disaster recovery plans are in place and tested; to ensure the company can continue its critical operations in the event of disruptions.
Key stakeholder management
- Forge and maintain strategic partnerships and relationships with internal and external clients
- Foster effective communication and collaboration between different departments and provide regular updates to senior management on operational performance
- Work collaboratively with other departments to ensure implementation of standard processes and procedures
- Ensure that business is provided with continuous support and that there is ongoing adherence to processes.
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 8: Relevant commercial post grad qualification (Business Administration, Finance, Industrial Engineering, or a related field)
- Master's degree (advantageous)
- Minimum 15 years of experience leading Operations Functions, preferably in the insurance industry
- 10 years management experience, 5 years at a senior management level in a similar environment
Desired Skills:
- Strategic thinking and planning
- Complex problem solving
- Leading and supervising
- Resource Management
- Commercial orientation / Applied Business Numeracy
- Judgement and Decision-making
- Motivating People (includes Creating and Selling the Vision)
Desired Work Experience:
- More than 10 years Investments, Insurance & Assurance
- More than 10 years Executive Management / Director
Desired Qualification Level:
About The Employer:
WHAT WILL YOU GET IN RETURN?
We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.
