Commercial Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa Energy at Work Projects Full time

CAREER OPPORTUNITY
An exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion.

Duties and Responsibilities:

  • Deliver exceptional client service that exceeds customers' expectations through proactive, innovative, and appropriate claims handling.
  • Handling of performance related issues and disciplinary matters.
  • Manage, support and developing a team of people to ensure service delivery and performance management applied consistently.
  • Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
  • Weekly team meetings, participation on oneonone discussion and other meetings required from time to time.
  • Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.
  • Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
  • Meeting of set deadlines.
  • Monitoring immediate first call resolution within the claims department.
  • Management of outstanding claims monthly. (Outstanding listings)
  • Authorise and validate claims that does not fall in the staff mandate.
  • Ensure compliance in terms of "Under Supervision" and record keeping.
  • Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries.
  • Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.
  • Auditing of claims within your team monthly
  • Monitor equal distribution of claims.
  • Analyse training needs: identify possible problem areas and change weakness into strength.
  • Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head
  • Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.
  • Provide policy wording interpretation.
  • Courteous and professional attendance to telephonic queries.
  • Deliver strategic results in term of the Vision and Mission.
  • Align own behaviour with the organisation culture and values.
  • Demonstrate commitment toward the team and participate in building team culture.
  • Collaborate and work closely with all roleplayers thereby leveraging constructive team dynamics and innovation.
  • Identify and recommend enhancements to processes.
  • Monitoring of call pause procedures and availability within the department together with managing the contact centre.
  • Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures.
  • Comply with corporate governance policies, procedures, and standards.
  • Manage own development to increase own competencies.
  • Must fully understand the Complaints Process and Procedures.

QUALIFICATIONS AND EXPERIENCE

Qualifications:

Minimum Requirements:

  • Matric is an essential requirement
  • FAIS Credits (as per FAIS requirement)
  • Must be Fit & Proper in terms of the FAIS Act
  • Regulatory Exam: Representatives
  • Must not be debarred with FSCA
Work Experience

Minimum Requirements:

  • Minimum of 5 10 years' experience: Commercial claims experience with all types of Motor and Non-Motor claims in the shortterm insurance industry.

TECHNICAL COMPETENCIES

Minimum Requirements:

  • Advanced proficiency in MS Office
  • Excel, Word, PowerPoint.
  • Internet savvy.
  • Tech understanding.
  • Sound knowledge of Insurance principles.
  • Ability to summarise, analyse and evaluate data.
  • Ability to implement new processes.
  • Comfortable to work in a fast paced, constant changing environment, with new technology and tools.

ATTRIBUTES
Attributes required for the position include and are not limited to:

  • Leadership and management
  • Planning, organising, follow up (time management)
  • Stress tolerance, resilience
  • Client service orientation
  • Attention to detail
  • Sound interpersonal and communication skills with the ability to relate at all levels
  • Telephone etiquette
  • Decisionmaking skills (with regards to claims)
  • Excellent communication skills (verbal, listening skills and written)

ABOUT THE COMPANY


Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa's top insurers.

Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.


As a short-term insurance administrator, we provide a dedicated service to professional brokers in delivering on their clients' business or professional insurance needs.


Applicants must have the following:

  • Clear ITC
  • Clear criminal record
  • Excellent previous employment references.
Our values are Excellence, Integrity, Fairness.

Our Vision is to be the leading digital technology and integr

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