City of Johannesburg, Gauteng, South Africa
• Developed and implemented a comprehensive claims procurement strategy and governance policy which resulted in improved efficiency and cost-effectiveness. • Led the implementation of the first artisan programme in collaboration Motor body repairers, Hollard and C3 Academy. • Successfully implemented a strategic relationship management framework with strategic suppliers and industry bodies, leading to stronger partnerships and collaboration. • Negotiated key procurement contracts and implemented a preferential procurement strategy, directing 50% of spend to 51%+ Black-Owned Suppliers, which enabled Hollard to deliver on its 3-year transformation strategy. • Achieved ROI targets through the optimization of procurement opportunities resulting in R100mil annual savings in claims costs. • Fostered buy-in and implementation of the company's procurement strategy among brokers, partners, service providers, and suppliers. • Represented Hollard at industry bodies, promoting the company's procurement strategy in support of industry transformation objectives.
I led a team of 180 insurance professionals with oversight of Claims, Investigations, Salvage, Stolen and Recovered, Policy administration. I also played a key role in the decommissioning of RPL and successful implementation of our new Claims Administration System TIA. I developed and maintained the strategy and operational plans for Personal Lines Operations, ensuring alignment with the company's overall goals. As the head of claims, I successfully claims optimization and performance management, resulting in a high-performing and motivated team. Key Responsibilities • Manage the evaluation and investigation of claims to prevent leakage. • Assist staff in resolving complex problems while ensuring adherence to standards and objectives. • Document, manage, maintain, and communicate policies and procedures pertaining to claims operations. • Define and ensure compliance with SLAs. • Serve as the subject matter expert on claims principles in the industry. • Keep abreast of legislation affecting the personal lines insurance industry. • Manage the performance and efficiency of the claims teams and individuals. • Provide reporting on financial and operational indicators relating to claims. • Develop and maintain the strategy and operational plans for Personal Lines Operations. • Responsible for talent acquisition and performance management. • Implement workflow and service improvement initiatives. • Maintain a high level of service to customers according to the company's service standards.