Thuso Mafumo

Background

About Thuso Mafumo

She currently heads the Absa Insurance Company operations business ( Claims, Procurement & Cost Containment). Thuso, who recently headed up the Customer Experience (CX) portfolio within the short-term insurance landscape is known to be a dynamic and established female leader who has been serving in the Financial Services sector for just over two decades, where 13 years have been in various leadership roles. Her extensive Ops and in-depth exposure have liberated her to develop strategic thinking aptitude and as a result, has the ability to drive digital transformation from clearly understanding business objectives and financial goals and driving the correct resolution and culture.In her insurance journey as a professional, she has had the privilege to contribute to and support the delivery of strategic objectives for three big corporates (core insurance and bancassurance environment) within the non-life insurance landscape. All of this was highly inspired by a deep desire to add and create value.Thuso is a multi-faceted leader who thrives in applying relevant solutions and methods that drive the current and future state of the insurance business. Her compounded work experience has established her as a senior business leader who has led and co-led various teams-of-teams in essential insurance domains such as Claims Management, Operations, High Contact Centre, Supply Chain, Underwriting, Fraud, Risk Control and Monitoring, Customer Experience (CX), Business Technology Solutions, Data Analysis, Business Administration, Claims Assessing, Business Strategy, Complaints, Process implementation, Customer Journeys, Effective leadership, Finance, Recruitment, Chairing proficiency, Stakeholder engagement, People management, Diversity & Inclusion management, Coaching and Mentoring, Critical thinking and Organizational Strategy which all inform her competency in decision making; just to highlight some mainstreams.Thuso has an unwavering consistency in self-development through formal and informal learning that affords her the freedom to apply skills and knowledge required to influence a positive business change. She considers herself an academic and an agent for positive economic change, hence her advocacy towards organizations that are intentional about changing the lives of ordinary citizens. She currently serves in the IIG council as the Head of Impact & Transformation, which consists of various development programs for young aspiring insurance leaders and as well as personally mentoring a few young aspiring leaders.