Commercial Claims Team Leader
5 months ago
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 one-on-one 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 CompanyVision 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 role-players 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**:
**Minimum Requirements**:
Matric is an essential requirementFAIS Credits (as per FAIS requirement)Must be Fit & Proper in terms of the FAIS Act**Regulatory Exam**: RepresentativesMust 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 short-term insurance industry.
Between 5 - 7 Years
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