JOB PURPOSE

Implement all directives, policy and procedures. Support multiple functions and share knowledge and skills with their team, to assist in achieving the required operational results.

Responsibilities
Operations Management

Supervise others working within established operational systems.

Stakeholder Engagement

Build, maintain and manage relationships with all internal and external stakeholders effectively. Provide feedback to business regarding disputes, risk management and improvements. Manage calibration sessions with business and between evaluators and to ensure consistency and standardization.

Quality Testing

Select the appropriate complex tests or tests from a specified range and administer QA tools (updating of score cards). Carry the tests out using specialized methods and equipment; validate and interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance or suitability.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Quality Management System

Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System; contribute to the design of the QMS; provide specialist quality management input to the drafting of new policies and procedures, and design of business processes; contribute to the quantification of the costs and business benefits of change.

Quality Testing Design

Validate new or existing complex test methods and procedures. Monitor and make recommendations for improvements in accuracy (e.g. evaluations).

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization’s policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization’s strategy, mission and vision; motivate people to achieve local business goals.

Organizational Capability Building

Use the organization’s formal development framework to assist in identifying the team’s individual development needs. Assist with aspects of staff resourcing, succession planning, to ensure the right people are in place to support service delivery. Plan and implement actions to build the teams capabilities. Coach QA staff on errors, reporting, feedback. Attend to evaluators queries (assist with trouble shooting).

Data Collection ’ Analysis

Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Insights and Reporting

Prepare and coordinate the completion of various data and analytics reports.

TECHNICAL COMPETENCIES
Policy and procedures

Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational objectives.

Compliance

Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Verbal and Written Communication

Uses clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.

Review and Reporting

Provide technical guidance when required to review and create relevant, lucid and effective reports.

Action Planning

Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organizing

Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Computer Skills

Supports business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office

Policy and Regulation

Interpret and apply knowledge of laws, regulations and policies in area of expertise.

Risk Management

Identify, assess, prioritize and manage risks in a production process.

Presentation Skills

Communicate with other people by speaking in a clear, concise and compelling manner.

EDUCATION
General Education

Grade 12/ SAQA Accredited Equivalent (Essential);
University Degree in Business Management or Similar (Advantageous)

Experience
General Experience

2 – 4 years general insurance experience in sales and services (Essential)

Managerial Experience

1 – 2 years experience in supervising and directing people and other resources to achieve specific end results (Advantageous)