Thabo Modise Email & Phone Number

South Africa

Achieve 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.

City Of Cape Town, Western Cape, South Africa

Develop 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

Develop 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

Sandton

Optimize 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

Johannesburg Area, South Africa

Responsible 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

Managing 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

Pretoria Area, South Africa

Ensure 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

Johannesburg Area, South Africa

Conducting 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

Senior Management Development Programme

Business Management Programme

Re 1

Business, Management, Marketing, And Related Support Services

Matriculation