Manager: Technical InvestigationsJob Description To effectively manage the Technical Investigations Team and to ensure containment of claims spend by means of staying at the forefront of innovative technical investigation techniques and providing excellent service in setting a culture of best practice within mandated responsibility. Play a coordination role with business stakeholders in the operational, investigation and salvage process.
Lead the technical investigations team, with specific focus on accident reconstruction using the most advanced techniques to ensure the correct claims are paid timeously. Lead the technical investigations team throughout the entire value chain from data extraction, analysis, reconstruction and report writingInvestigate and analyse accidents, reconstruct accidents sites and vehicles involved to determine cause and fault.Perform data extraction and collection including (but not limited to) on-board diagnostics (OBD), controller area network (CAN) bus, crash data recorder (CDR), infotainment systems and physical evidence collection at the scene and the vehicles involved in the accidents.Use various computer analysis programs and calculations to determine the cause of the accidents and to verify the circumstances surrounding accidentsPrepare and present written reports on findings of accidents in order to assist with the decision of indemnifying clients on valid claims.Assist with the determination of accident causes so to increase the third party recoveries where applicable.Offer expert testimony in legal proceedings when claim decisions are tested.Ensure that the Ombudsman for Short Term Insurance (OSTI) overturn rates are minimised.Analyse and evaluate business processes, implement and manage actions to streamline processes, improve operational efficiencies, and identify opportunities for reducing operational costs.Manage and drive quality and customer service standards.Design and implement action plans to contribute towards the organizational strategy and link setting of standards, targets and overall objectives towards the achievement of the organizational strategy.Produce and analyse weekly/monthly KPI's, dashboards and analytics to measure and improve performance.Address resource inefficiencies, promote multi-skilling and address capacity gaps by reviewing and improving work processes.Continuous improvement to ensure effective service Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.Ensure adherence to organizational policies, practices, guides, mandates and procedures.Keep up to date with all regulations governing the roads and the use thereof in South AfricaService delivery to ensure customer satisfaction Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.Establish productive operational relationships with key stakeholders in the various channels and administrative teams.Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.Cost control and governance adherence Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.Comply with corporate governance policies, procedures and standards.Operate within agreed mandates.Quality people practices Align own behavior with the organization culture and values.Share and transfer product, process and systems knowledge to colleagues.Ensure achievement of own performance objectives.Actively share information with other team members regarding successes, issues, trends and ideas.Actively participate in own professional development and career path.Actively promote a culture of learning and high performance culture amongst team members.
Skills Computer Software and simulationCrash Data RetrievalCrash Data AnalysisInfotainment Data RetrievalInfotainment Data AnalysisManagement Experience – At least 10 years in a managerial RoleShort Term Insurance – At least 10 years in a Short-Term Insurance managerial RolePrevious Investigation experience – At least 15 years with SAPS Investigation advantageousExperience in Staff Recruiting and labor related mattersEducation Grade 12 MinimumCertified in Crash Data Retrieval and AnalysisVehicles Systems Technician (Certified)Vehicle Systems Analyst (Certified)
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