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Team Leader: Maturities

5 months ago

Cape Town, South Africa Metropolitan Life Full time

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**

The purpose of this role is to audit and authorise payments and to ensure adherence to the claims philosophy.

**Requirements**:

- Grade 12 with Maths/Accountancy/NQF4 equivalent
- 5 years’ experience in the Claims and Service environment within the Contact Center, CSO or back-office environment
- Experience and Knowledge of the Maturity claims process
- Knowledge of the Tax laws relating to Maturity claims
- Metropolitan product knowledge in terms of policy benefits, exclusions, and legislative requirements
- Working knowledge and experience of all operating in-house systems
- Understanding of long-term insurance
- Knowledge and understanding of Insurance Legislation, Pension Fund Act and TCF
- Knowledge and understanding of claims assessment philosophy and medical underwriting

**Duties & Responsibilities**

**Internal Business Process**:

- Plan, lead, organize and manage a team of Savings in line with policy and procedure guidelines
- Resource management and workforce planning
- Audit where applicable a percentage of all service transactions in line with the process and policy definitions
- Resolve escalated service queries and ensure queries are processed in a timeously manner
- Monitor and manage the adherence to the service level agreements for authorisations
- Coach and guide service administration team in processes and procedures
- Ensure that the necessary risk management controls are in place
- Assess, quality control and authorise the payment of claims within limit
- Answer all claims related queries telephonically and in writing
- Train incumbents in all service administration processes and procedures
- Assist with identified projects
- Liaise with various external and internal role players
- Manage day-to-day assignments by adhering to the following:

Ensure the understanding of daily assigned tasks
- Ensure the understanding of the methodologies and procedures to complete the assigned tasks and achieving set targets
- Ensure the understanding of tracking of own results and giving and receiving feedback on problems experienced during the completion of the tasks
- Ensure the understanding of feedback on performance and accepting the help of other
- Ensure that problems are identified and solved as soon as possible
- Keep track of own performance to adhere to the standardized quality objectives

**Client Services**:

- Provide authoritative, expertise and advice to clients and stakeholders
- Build and maintain relationships with clients and internal and external stakeholders
- Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Maintain service levels to ensure customer satisfaction
- Ensure compliance to regulatory Treating Customer Fairly outcomes

**People**:

- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Positively influence and participate in change initiatives
- Continuously develop own expertise in terms of professional, industry and legislation knowledge
- Contribute to continuous innovation through the development, sharing and implementation of new ideas
- Take ownership for driving career development

**Finance**:

- Contribute to the financial planning process within area
- Identify opportunities to enhance cost effectiveness and increase operational efficiency
- Manage financial and other company resources under your control with due respect
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum

**Competencies**
- Business Acumen
- Collaboration
- Stakeholder commitment
- Impact and influence
- Drive for Results
- Self-Awareness and Insight
- Leads Change and Innovation
- Diversity and Inclusiveness
- Motivating and Inspiring Team
- Growing Talent