Thabo Modise Email and Phone Number
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Thabo Modise personal email
Thabo is a productive individual who is eager to learn and succeed. He has over 17 years of working experience within the financial and Insurance sector, having led teams across all business sections, i.e., claims, procurement, underwriting, and policy maintenance. Thabo has the following certifications from the Gordon Institute of Business Science and the University of Stellenbosch Business School: Foundation Management, Sanlam Business Management, and RE1 completed from Moonstone. His attributes consist of the ability to diligently carry out tasks given to her and work effectively as an individual & a team player. Thabo is a determined individual, who believes that her knowledge and experience can bring about positive and productive change in an organization.Achievements:17 years of management experience and leading teams across all insurance disciplines. (Claims, Internal Audits, and Underwriting and Surveys)Experience in both personalized and commercial insuranceLeading a team of four managers and a total staff complement of 64 Insurance Consultant UnderwritersServicing 39 000 policyholders with a GWP of R1.9 billionDocument owner of the SOP for the CPM Processing Centre - SantamIntroduced a paperless claims system at MBFS claims (Pretoria Branch)Improved the MBFS Motor claims ratio and recovery (legal) ratio by implementing a new claims processInitiated the salvage process (motor) by implementing service-level agreements with the four major banks, which resulted in an improved SLA (dealer stocking)Decreased the stock in bonds and increased the salvage monies (banked)Best Branch (legal recovery in monetary terms in 2011)Improved the Policy Maintenance Voice Service Level from 81.71% in 2012 to 88.10% in 2013
Absa Group
View- Website:
- absa.co.za
- Employees:
- 25058
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Senior Manager Claims OperationsAbsa Group Dec 2023 - PresentSouth AfricaAchieve client satisfaction through effective leadership of staff i.e. through the formulation and implementation of initiatives to improve and enhance staff morale, motivation, level of skill, professionalism, work, and commitment to service delivery.Explain targets to all claims staff and take accountability for the monitoring and achievement of performance objectives in the department in terms of the roleSatisfaction, customer experience, cost performance, return on investments, risk, compliance, and governance requirements by creating quarterly and monthly plans in order to ensure delivery for the year.Service Excellence/Customer Centricity: Ensure excellent client service (e.g. ensure CSI targets are above 80%) by constantly reinforcing service excellence principals i.e. answering a telephone within 3 rings, with all staffBusiness Management: Manage and contain claim spend by ensuring efficient cost control procedures are followed at all times.
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Head Of Claims And ProcurementWestern National Insurance Oct 2021 - Dec 2023City Of Cape Town, Western Cape, South AfricaDevelop claims and procurement strategy for the Western National GroupEffective management of the total claims value chain, incorporating procurement for superior delivery of client service and optimal insurance resultsImprovement of people processesRedefining processes and procedures in order to optimize claims and procurement efficienciesImprove the operational effectiveness of the business on claims and procurementManage and develop a team of subordinatesBuild relationships with all operational staffCoaching, and mentoring subordinates in the management of SLAs for the optimization of their personal potential in order to ensure that the Western National Group’s objectives are met and exceeded -
Head Of Broker ClaimsDiscovery Insure Apr 2020 - Oct 2021Develop claims strategies and ensure effective implementation Optimize procurement opportunitiesClaims Management: Ensure that all claims received are validated and investigated (if applicable) in order to prevent possible leakage to the company in the settlement of claimsPolicy and Procedures: Documentation, management, maintenance, and communication of all policies and procedures pertaining to claimsPerformance ManagementRisk Management: Ensure estimates reserved are correct and reviewed quarterly, large movements are reported, ensure files are complete at settlement, and communication to underwriters is in place on reviewing policies post lossEnsure claims are paid in accordance with the plan guideAd hoc auditing where required -
Head Of Direct ClaimsDiscovery Insure Jul 2018 - Oct 2021SandtonOptimize the salvage returns for both motor and non-motor Claims Management: Ensure that all claims received are validated and investigated (if applicable) in order to prevent possible leakage to the company in the settlement of claimsPolicy and Procedures: Documentation, management, maintenance, and communication of all policies and procedures pertaining to claimsPerformance ManagementRisk Management: Ensure estimates reserved are correct and reviewed quarterly, large movements are reported, ensure files are complete at settlement, and communication to underwriters is in place on reviewing policies post-lossEnsure claims are paid in accordance with the plan guide
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Commercial Contact Centre ManagerSantam Insurance Dec 2016 - Oct 2021Johannesburg Area, South AfricaResponsible for managing various teams in the contact Centre including four first-line managers responsible for the governance, survey administration, and replication of 37 000 Commercial Policies within an inbound contact centre.Responsible for ensuring a consistent service experience for Santam's Outsourced intermediated environment and to further contributing to the overall company objective of profitable growthResponsible for ensuring the overall success of the operation by formulating and implementing strategic objectives in line with the overall contact centre strategyCollaborate closely with the operational team leaders and the broader commercial contact centre environment to ensure the consistent achievement of performance targets and service levels along with the resolution of escalated client-related issues/complaintsAchieve the expense budget for the department measured at the Gross Own management expense level -
Team ManagerSantam Insurance Sep 2014 - Nov 2016Managing and implementing the Commercial Outsourced Business ProcessCompleting special projects by organizing, coordinating, planning, arranging, and meeting schedulesManages people-related matters i.e. attendance, absenteeism, and attrition within the team to ensure service level contributions are met/exceededManages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gapsRelationship ManagementPerformance ManagementEnsure consistent customer satisfaction by coaching, monitoring, and measuring in order to achieve the agreed and published service level agreementsBuilds and maintains a high-performing team that consistently delivers a ‘WOW’ customer experience in terms of care, professionalism, knowledge, and contact resolution
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Line Manager: Policy Maintenance – Commercial InsuranceSantam Insurance Oct 2013 - Sep 2014Pretoria Area, South AfricaEnsure consistent customer satisfaction by coaching, monitoring, and measuring in order to achieve the agreed and published service level agreementsMaintenance of expert knowledge on specific products, pricing, application procedure, processing, and timelines in order to drive and achieve relevant product and service targetsDrive improvement of campaign performance and successes in regard to the market, quality of data, relevance of offer, customer experience, and customer requirementsEnsure efficiency of service productivity and performance in the contact center through the achievement of agreed call control, call quality, and call protocol assessment ratiosImprove customer satisfaction experience and insight through call analysis
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Team Leader - Claims AuditsRegent Insurance May 2012 - Sep 2013Johannesburg Area, South AfricaConducting business and internal process research to ascertain performance improvement opportunities, existing gap analysis, and root cause analysisImplement, drive, and monitor the claims’ philosophy and operational efficiency through process and system audits (Rejection ratios, salvage management) To train and coach staff members within the claims administration to ensure good/high work outputTo facilitate the quality assurance and audit process including preparation, audit activities, cross-checks, investigation of non-conformances, and the corrective action development
Thabo Modise Education Details
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Senior Management Development Programme -
Business, Management, Marketing, And Related Support Services -
Matriculation
Frequently Asked Questions about Thabo Modise
What company does Thabo Modise work for?
Thabo Modise works for Absa Group
What is Thabo Modise's role at the current company?
Thabo Modise's current role is Senior Manager Claims Operations at ABSA.
What is Thabo Modise's email address?
Thabo Modise's email address is th****@****y.co.za
What schools did Thabo Modise attend?
Thabo Modise attended Stellenbosch Business School, Usb, Moonstone Business School Of Excellence, Gordon Institute Of Business Science, Maryvale High School.
Who are Thabo Modise's colleagues?
Thabo Modise's colleagues are Nelson Mosima, Corrine Brits, Ayanda Mbonambi, Theo Nell, Maria Nono Ndlovu, Mpho Mpunyuka, Oteng Patricia Baitsilenyana.
Not the Thabo Modise you were looking for?
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Thabo Modise
Founder And Managing Director At Modise Enterprise Pty LtdJohannesburg Metropolitan Area -
Thabo Modise
City Of Johannesburg -
1telkomsa.net -
Thabo Modise
Sng Grant Thornton Trainee Accountant,Bcom Hons Accounting In Taxation | Bcta, Bcom Accounting Graduate. Temporary And Assistant Lecturer.City Of Johannesburg
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