Team Leader: Investigations

2 weeks ago

Parktown North, Gauteng, South Africa Hollard Recruitment Full time

Job Advert Summary:

Helloan exciting new opportunity has just become available in our
Insure, Operations area, Motor Claims.
 We are looking to recruit a
Team Leader:
Investigations.

Role Objectives:


The Team Leader is responsible for running the daily operations management of the team, as well as providing the vision and team objectives to all members.

They need to create an environment of trust, open communication, creative thinking and drive high performance.

Key Responsibilities:

  • Ensuring strict adherence to Service Level Agreements (SLA's) with respect to Turn Around Times (TAT) of capturing reports and ensure to have process in place to verify quality of the reports.
  • Continuous liaising with intermediaries and internal customers to assist solving and or quantifying the loss.
  • Continuous feedback to management with regards to any deviation on process and implement streamlined process where needed to ensure cost effectiveness.
  • Ensure to be kept up to date in terms of industry norm and business skills to ensure growth for the environment. Provide technical assistance to investigators, clients and claims staff with regards to claims, and client queries
  • Analyse and interpret market trends and suggest and implement recommendations to reduce severity / risks
  • Ensure regular audits conducted within the team, test for accuracy and whether policies and procedures have been followed.
  • Broker meetings and catch up sessions to ensure that brokers are kept updated of latest trends and that the work is being sent.
  • Deliver monthly management reports, statistics and graphs on productivity and cost of investigations, savings ratio and ensure full understanding of the numbers.
  • Assist management in controlling all external service providers/investigators and have regular audits in place to monitor them. Liaise with repairers, suppliers and service providers to ensure relevant feedback given where needed.
  • Deal with escalated client complaints and or queries and ensure solution is followed through.
  • Complete all adhoc admin duties as and when needed.
  • Prepare monthly Management reports & statistical information per division and teams within the department.
  • Monitor internal system processes and productivity and raise any issues with senior management.
  • Also, implement and ensure streamlined & efficient processes within the team
  • Ensuring payment and invoice environment is kept up to date and invoices are settled timeously.
  • Montoring the scheduling team and that claims are allocated timeously.
  • Assist in managing small value loss adjusting claims, that they are allocated in adherence to Service Level Agreements (SLA's) within their respective turn around times and to capture information on the SPM system.

Required Knowledge and Experience:

  • At least 5 years short term insurance industry and product knowledge
  • 3 Years knowledge and experience in an investigating role
  • At least 2 years' experience in a supervisory role

Educational Requirements:

  • Matric
  • NQF 5 Insurance Qualification advantageous
  • Leadership and/or Management qualification advantageous

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