Operations Team Leader

2 months ago

Sandton, South Africa African Unity Life Ltd Full time

An authorised financial service provider, operating within the long-term insurance industry in South Africa, requires the services of an Operations Team Leader. This position is based in the Johannesburg office.

Key Responsibilities:
(The primary tasks, functions and deliverables of the role)

**Optimizing operations**
- Lead and supervise the Operations team, overseeing day-to-day activities to ensure they align with SLAs and meet or exceed specified turnaround times.
- Implement and enforce operational processes, ensuring strict compliance with rules, regulations, and legislative requirements.
- Assist with resolving claims disputes and provide guidance to team as / when required.
- Manage quality and risk factors.
- Provide support with team tasks when needed, such as in cases of absenteeism.

**Quality Customer Service**:

- Resolve high level client / scheme -related issues.
- Reinforce service culture with the staff by cultivating a culture of customer service excellence, setting and maintaining high-quality service standards.
- Collaborate with team members to consistently enhance customer satisfaction levels through effective communication and resolution of customer concerns.

**Performance Management**:
**-**Establish, monitor, and assess departmental performance conducting regular evaluations to identify areas for improvement.

**Team Leadership**:

- Lead, mentor, and motivate the Operations team, fostering a collaborative and results-driven work environment.
- Facilitate effective communication and coordination among team members, promoting a positive and inclusive team culture.

**Continuous Improvement**:

- Drive initiatives for continuous process improvement, actively seeking efficiency opportunities and implementing best practices to enhance overall operational performance.
- Collaborate with cross-functional teams to streamline processes and drive innovation.

**Collaboration with Stakeholders**:

- Foster strong relationships with key departments to ensure seamless collaboration and alignment of operational goals.

**Reporting and Analysis**:
Monitor staff adherence to claims and policy administration processes and procedures through monthly and quarterly audits.

**Experience & Knowledge required**:

- 3 - 5 years of experience in a similar role in the financial services industry, specific to funeral / medical / credit life insurance, with exposure to policy administration, claims and client services.
- Client Service experience
- Minimum 3 years’ experience in managing teams
- Admin, Claims and Customer Care Processes and procedures.
- Thorough understanding of Service Level Agreements, legislative requirements, and operational best practices.
- Compliance and industry practices
- Strategies for managing people and teams to attain optimal success and output.
- Skills and Abilities
- Leadership skills
- Team building
- Motivational abilities
- Goal setting and planning
- Performance Management
- Decision making
- Attention to Detail
- Excellent communication skills
- Customer Service Orientated
- Good time management skills
- Problem solving skills
- Conflict resolution skills
- Adaptable
- Ability to work in a team
- Empathy
- Reporting skills

**Qualifications**:

- Matric certificate
- Diploma in an insurance or business-related field
- RE 1 preferred
- RE 5 preferred

**Job Type**: Permanent

Application Question(s):

- How familiar are you with Service Level Agreements (SLAs)?
- Can you describe your experience in the financial services industry, specifically in funeral, medical, or credit life insurance?
- Do you hold a diploma in insurance or a business-related field? Have you obtained your RE 1 or RE 5 qualifications?

**Education**:

- Diploma (required)

**Experience**:

- Financial Service in a similar role: 4 years (required)
- managing teams: 3 years (required)

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