Head: Operations

Job Description
M-Sure is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. M-Sure aims to creatively solve problems and add value to people by ensuring Mobility for Good.
M-Sure forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.
M-Sure is seeking a highly skilled and experienced Head: Operations at executive level to oversee multiple critical portfolios including Policy Administration, Product Office and Intermediary Management.
If you are seeking an exciting and rewarding opportunity, then this is the career journey you've been waiting for.
The successful candidate will report directly to the Managing Director.
Position Overview
The Executive Head of Operations will lead the teams responsible for overseeing the lifecycle of policies, intermediary contracts, and product management functions within the organization. This role necessitates exceptional leadership abilities, a strategic mindset, a robust business acumen to drive operational excellence, enhance efficiency, and support business growth. It requires strong industry knowledge and a collaborative approach to manage relationships with insurers and contributing to the company's strategic vision.
Specific Role Responsibilities
The successful candidate will oversee the following functions within each portfolio.
Policy Administration:

Oversee the entire policy lifecycle, ensuring compliance with regulatory requirements
Enhance policy administration workflows and collaborate with various departments to achieve operational excellence

Product Office:

Develop and execute the product vision, strategy, and roadmap for the portfolio, aligning with overall business objectives and market trends
Ensure compliance with regulatory requirements in alignment with business objectives

Intermediary Management:

Manage intermediary agreements, ensuring regulatory compliance and maintaining the integrity of intermediary operations
Oversee the creation and management of agent codes in the company's systems, ensuring accurate and up-to-date records
Implement and maintain efficient processes for managing intermediary data and transactions

Leadership and Management:

Lead, mentor, and develop a high-performing team
Promote a culture of growth, collaboration, innovation, accountability, and continuous improvement within Policy Administration, Product Office, and Intermediary Management
Set clear goals, performance metrics, and career development plans for team members
Oversee recruitment, training, and performance management of team members
Collaboration with other executives and an ability to engage and participate across all portfolios making up the management team

Relationship Management:

Manage and cultivate the relationship between the company and its insurers, ensuring effective communication and collaboration
Address and resolve any issues or conflicts with intermediary partners

Due Diligence and Regulatory Checks:

Conduct comprehensive due diligence and regulatory checks on dealer and call centre agreements to ensure authorization to represent products on behalf of the insurer
Review and approve intermediary agreements, ensuring compliance with legal and regulatory standards

Ongoing Regulatory Management:

Monitor and manage ongoing regulatory requirements, including periodic checks of Financial Services Provider (FSP) licenses.
Ensure adherence to current regulatory standards and industry best practices among all intermediaries

Risk and Compliance:

Ensure compliance with company policies and relevant regulatory frameworks within the South African financial services industry
Identify and mitigate risks across operational areas, implementing necessary controls and processes
Support audits and regulatory reviews, ensuring adherence to best practices
Stay informed about regulatory changes and adjust product strategies accordingly
Conduct regular audits and reviews of all processes within the portfolio

Budget and Resource Management:

Allocate resources effectively to meet project demands with available talent and technology
Ensure timely and cost-efficient delivery of projects within the portfolio
Monitor expenses, identify cost-saving opportunities, and report on budget performance
Develop and manage the Operations budget, ensuring cost-effective use of resources and adherence to financial goals
Monitor the financial performance of products

Strategic Oversight:

Develop and implement strategies to enhance the efficiency and effectiveness of the Policy Administration, Intermediary Management, and Product Office departments
Collaborate with other departments to align the portfolio with overall company objectives

Stakeholder Management:

Communicate product strategies, progress, and performance to executive leadership and key stakeholders
Represent the company at industry events, conferences, and client meetings as required

Product Lifecycle Management:

Oversee the entire product lifecycle, from ideation and development to launch and post-launch performance
Deliver products on time, within scope, and on budget
Monitor product performance and make decisions to optimize and enhance product offerings

Cross-Functional Collaboration:

Collaborate closely with Sales, Finance, Compliance, Legal, Claims, and IT teams to ensure seamless policy administration and successful product development and market introduction
Foster collaboration between teams and departments to achieve business goals and resolve issues
Communicate effectively with internal and external stakeholders

Operational Excellence:

Analyse and streamline processes to enhance efficiency and reduce errors
Implement best practices and continuous improvement initiatives
Utilize technology to automate and improve administrative tasks
Continuously assess operational performance, identify inefficiencies, and lead initiatives to optimize processes across the business
Drive the adoption of technology and systems to enhance operational workflows and customer experience

Project Management:

Lead projects related to intermediary agreements, product design & policy administration system upgrades, process improvements, and regulatory changes.

Platform Management:

Manage relationships with the various platform providers, ensuring they meet service level agreements and deliver quality solutions
Build strategic partnerships with platform providers to leverage new capabilities and innovations

Customer Service:

Address and resolve complex policy-related inquiries and issues from clients and agents
Customer satisfaction through efficient and courteous service
Collaborate with customer service teams to develop strategies for improving client experience
Implement robust data management and reporting systems for effective decision-making

Qualifications and Experience
Experience:

Minimum of 10 years in a senior operational role within the insurance industry.
Strong knowledge of regulatory frameworks within the South African financial services industry.
Proven experience in managing multiple operational portfolios, including Policy Administration, Intermediary Management, and Product Office.
Demonstrated ability to lead and inspire teams, manage cross-functional projects, and drive strategic initiatives.

Qualifications:
Minimum requirements:

NQF Level 4 insurance qualification
RE1 (Key Individual) qualification
RE5 (Representative) qualification
Recognised Management qualification

Skills and Personal Attributes

Ability to operate at a strategic level while effectively managing day-to-day operations
Strong analytical and critical thinking skills with a data-driven approach to decision-making
Strong verbal and written communication skills, with the capability to present complex information and collaborate with stakeholders at all levels
Strong organizational and multitasking abilities
Clear Criminal record
Own and live up to the Company values


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