Claims and Customer Services Manager

**_Role Purpose:_**

**_ You will be expected to provide a claims assessment service in line with the aYo customer engagement framework and the expected customer experience service levels in line with the aYo claims philosophy. _**

**_Initially, you will be expected to set up the Claims and Customer Services function which will ultimately include the preparation and recommendation of a defined claims process as well as the monitoring of all claims and customer service/retention matters. _**

**_You will need:_**
- **_High National Diploma or relevant insurance qualification advantageous_**
- **_Minimum of 4 years relevant claims management experience in the FinTech Insurance industry_**
- **_Understanding of long term insurance industry and regulatory environment_**
- **_Knowledge and understanding of claims assessment philosophy and customer experience_**
- **_Ability to speak at least one additional language other than English_**
- **_Ability to communicate effectively, both orally and in writing_**
- **_Planning & Organisational skills_**
- **_Resourcefulness, ability to multi-task and handle pressure._**

**_
You will need to:_**
- **_Set up the Claims and Customer Services function within aYo Intermediaries_**
- **_Provide training to team members and other key aYo stakeholders to manage all claims and service related issues according to the aYo Claims philosophy_**
- **_Design an efficient duty program/roster that is performance and efficiency driven for the core members of the business unit _**
- **_Monitor and manage the adherence to aYo service level agreements_**
- **_Evaluate all claims and monitor claims data integrity by conducting regular quality control_**
- **_Perform regular monthly/quarterly audits on all claims and customer experience operations and manage associated quality assurance activities accordingly _**
- **_Be conscience of Claim Fraud and the detection thereof_**
- **_Monitor all claims and customer service/retention matters to ensure they are timeously closed in accordance with Company strategic business objective_**
- **_Investigate aYo client queries within the agreed service level agreement and ensure that the client receives timeous feedback_**
- **_Provide accurate information, authoritative expertise and advice to aYo clients and stakeholders in order to ensure that the clients receive the appropriate after sale services_**
- **_Build and maintain relationships with internal and external stakeholders and clients _**
- **_Deliver on service level agreements made with clients and all stakeholders in order to ensure that aYo client expectations are managed_**
- **_Make recommendations to improve aYo client services and to treat customers fairly within your area of responsibility and contribute to continuous innovation_**
- **_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 the financial planning and budget processes and manage financial resources accordingly_**
- **_Provide input into the risk identification processes and communicate recommendations in the appropriate forums_**

**_ You will need to show:_**

**_
Administrative skills _**
- **_Analytical skills _**
- **_Business Acumen_**
- **_Client / Stakeholder Commitment_**
- **_Drive for results;_**
- **_Leads Change and Innovation_**
- **_Positive attitude towards work and ability to work for longer hours_**
- **_High turnaround output with excellent communication skills_**
- **_Collaborative approach_**
- **_Impact and influence_**
- **_Self-Awareness, insight and motivation_**
- **_Diversity and Inclusiveness_