Claims Team Manager

**Job Purpose**

Responsible to assist with the daily running and management of the Division through the effective use of resources. Ensuring that SLA’s are met per Binder Agreements.

The purpose is the effective management of claims consultants. Ensure efficient service levels to internal and external clients by providing customer service and preparing and analysing claims management reports.

The **Claims Team** **Manager **is responsible for the following, including, but not limited to:
**Main activities and key responsibilities**:

- Ensuring SLA’s are being met per agreements with clients
- Ensure claims are managed in accordance with Binder Agreements
- Ensure that the correct processes are followed per Insurer/Broker and Client
- Validation of Claims
- Handling of claims above mandate
- Management reports
- Delegation of duties
- Managing exceptions
- Management and motivation of staff
- Attending client and insurer meetings
- Training of staff and ensuring all training registers are completed
- Managing and maintaining interdepartmental relationships
- Ensuring discipline in the department
- Assist with administrative functions and undertake special projects as and when requested
- Ensure that employees under supervision are being supervised per FAIS and FICA standards
- Resolving issues / problem areas arising from reports

**Productivity**:

- Claims handled (Over Mandate / Own Portfolio) - As per Insurer and Binder agreement
- Validations of claims - all claims exceeding R20 000.00
- Reliability - Daily attendance and follow through of all allocated tasks
- Daily Exceptions - Managing the exceptions daily for all team members
- Management of Escalations/Complaints received load on system and handle till finalisation.
- Management of reminders and tasks (your own as well as your team) - Ensuring that all are attended to within SLA

**Quality**
- Skills Development - Familiarising yourself with all applicable products and insurers
- Accuracy of estimates / Settlements - Ensuring team members are loading the correct costing on claims
- Daily Monitoring including 3 Column report (Walk) - this includes checking status, costing, notes, days open, days last attended too
- Telephone etiquette - answering/making the calls correctly - Ensuring that all calls are handled in a professional manner

**Efficiency**
- Accuracy of reports - Confirming the accuracy of the report and ensuring all exceptions are corrected
- Meeting deadlines - Ensuring proper time management
- Professionalism / communication verbal and non-verbal - Ensuring that all communication is professional
- Unresolved matters (Comebacks) on work not done correctly the first time - Minimizing comebacks to the best of our ability
- Time management - Ensuring proper time management

**Qualifications & Experience**
- Grade 12 certificate or equivalent Level 4 qualification issued by SAQA
- Clear Credit and Criminal Record
- Short-term claims experience in Personal and Commercial Lines
- Relevant FAIS Credits & FAIS RE5 (compulsory)
- Computer Literacy - MS Office: Work, Excel, Outlook
- Reliable transport
- Minimum of 5 years working experience
- Minimum of 5-7 years in short-term industry
- Motor and Non Motor experience / or legal (recovery or 3rd party) experience

**Skills & Abilities**
- Bilingual (beneficial)
- Excellent communication skills (written and verbal)
- Work under pressure and able to meet deadlines
- Strong management skills
- Advanced negotiation skills
- Strong conflict management skills
- Strong planning and organizational skills
- Attention to detail

Job Title: Full-time

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Claims team management: 5 years (required)