Claims Quality Assurance Team Leader

6 months ago

Johannesburg, South Africa Hollard Recruitment Full time

**Job Advert Summary**:
Job Purpose

Create an environment of trust, open communication, creative thinking and drive high performance

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

Create operational efficiencies in utilisation of management information systems, data management and reporting. Develop statistical information reporting formats and dashboards

Builds and enhances data

Create new processes and templates for data collection and storage

Required to translate complex data and/or instructions into meaningful outcomes

Required to interpret data and provide meaningful recommendations to the business

Collate statistical information

Integrate data into daily, weekly and monthly reports

Key responsibilities

Conduct quality audits of service calls, business processes and transactions as well as the management operation systems.

Review claims in respect of adherence to processes and decision making

Identify and recommend solutions to possible risks within the claims processes and or decision making.

Perform complex data analysis in support of ad-hoc requests

Collecting, analysing and interpreting data

Effective management of data

Use data mining tools to identify patterns in the data

Ensure regular audits conducted within the team, test for accuracy and whether policies and procedures have been followed

Ensure monthly expenses are being monitored and not to exceed budget and verified for accuracy

Compiling various reports for the various stakeholders and line manager. This will assist with the analysis of the current processes, etc

Complete all relevant compliance training where needed and comply with relevant regulation that governs

Reviews statistical reports submitted by staff to monitor activities, anticipate problems and ensure accurate recording of transactions submitted to the line of business system and line management

Enhance existing databases

Information Administration

Collate statistical information from various sources / systems / databases

Develop statistical information, reporting formats and dashboards

Integrates data into daily, weekly and monthly reports

Automate data management and reporting utilising existing systems, e.g. Excel, Powerpoint, SQL, Purple Heron, TIA Grail, QlikView, etc

Identify risks to the company and escalate accordingly

Dealing with business requests in a competent, efficient and professional manner

Support effective teamwork

Quality control checks

Relationship management: Working with and support the team in the regional offices as well as managing relationships with Suppliers and Service Providers

Continuous Process Improvement: Ensure full compliance to all processes, policies and procedures and identify areas for improvement

Employee Growth: Take responsibility for your own career growth and have regular discussions with the relevant role players. Conduct quality audits of service calls, business processes and transactions as well as the management operation systems

Participate in special assignments on various project teams as determined by Management

Monitor business units to ensure service level agreements both internally are being met and managed, and give the necessary feedback in terms of process gaps identified

Assist in the development of quality control measurements, audit sheets and process changes in line with business requirements

Review and analyse data and documentation and business processes, and identify opportunities through trends and analysis for continuous improvements and prepare reports to communicate to business units. Direct the investigation and resolution of customer complaints through the business units to ensure full response and continuous control over service, and product delivery

Assist with identifying required coaching and or training for business units to ensure continuous improvement and full adherence to business process

Actively live the Hollard Insure values

**Required Knowledge and Experience**:
Minimum 5 Years’ team leader experience in Commercial and Personal lines claim environment

Computer experience within a proficiency in Microsoft Office, particularly MIS Excel and SQL, Powerpoint.

SPM, Indlela, Purple Heron, Qlikview is an advantage

Advanced Excel and sound knowledge of various system

2 Years Leadership and/or management experience

Coping under pressure and setbacks

Presenting and communicating information

Auditing skills

Adhering to principles and values

Required to translate complex data and/or instructions into meaningful outcomes.

Required to interpret data.

Technical Understanding

Written Communication

Knowledge of Operating Systems

Reporting Skills

Documentation Skills

Numeric ability and strong analysis skills.

Decision Making

Information Monitoring

Ownership

Planning & Organising

Short term Insurance product knowledge

Self management skills

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