Returns Team Leader

3 days ago

Stikland, South Africa Shoprite Group Full time

**Purpose of the Job**:
**Job Objectives**:
**Operational**
- Ensure accurate and timely acknowledgment and settlement of risk claims in compliance with processes, procedures, reinsurance treaties, and regulatory requirements.
- Communicate claims clearly and promptly, ensuring acknowledgment within 48 hours and providing regular updates to clients/claimants throughout the claims process.
- Prepare and issue monthly client claim reports within specified service level agreements for administration meetings.
- Participate in meetings, contributing to discussions and decisions from a servicing strategy perspective.
- Serve as the second-in-command to the Supervisor, assisting with daily and monthly reporting tasks.
- Maintain standards in accordance with processes, procedures, and regulatory requirements.
- Resolve queries and complaints, including supplier claims, GRVs, and unpaid invoices, within SLA.
- Assist with project work, processes, and operational functions as needed.
- Develop contingency plans for operational requirements.
- Process and follow up on claims from warehouse/buyers, ensuring equitable distribution and assignment based on workload.
- Log price claims and oversee the claims prioritization process.
- Facilitate the ex-gratia claims process by preparing requests with the necessary information and evidence.
- Assist with claim receipt when operations require.
- Ensure all claims are assigned, logged, and monitored.
- Follow up on supplier claims and update relevant documentation.
- Monitor resolved claims awaiting upliftment and manage manual PQC claims.
- Verify proper packing of claims and conduct checks before handover to drivers.
- Assist with customer returns during peak times and clerk absences.
- Review B2B orders before updating credit notes.
- Ensure the pick-up slip register is up-to-date.
- Perform stock adjustments and destruction verification checks as required.
- Assist with logging IT incidents.
- Manage stationery and packaging orders for the returns department.

**Staffing**
- Responsible for monitoring, controlling, and reporting on the KPIs of the Returns area.
- Plan and facilitate multi-skilling and in-house training for employees.
- Ensure adequate staffing levels and manage leave, schedule changes, and overtime submissions to the People Team.
- Monitor staff performance and provide feedback to the supervisor.

**Qualifications**:
**Essential**
- Matric qualification

**Experience**:
**Essential**
- 2+ years of relevant team leader or leadership role experience.

**Knowledge and Skills**:

- Good understanding of returns and claims processes.
- Diligently attends to details and pursues quality in accomplishing tasks.
- Excellent communication and interpersonal skills.
- Strong organisational and time management skills.
- Computer literate
- MS Office 365.
- Hands-on commitment to getting the job done.
- Knowledge of warehouse systems such as Pos-i-Till.
- Proven ability to direct and coordinate operations.
- Strong ability to multitask, resolve complex problems, and perform consistently under pressure and work without supervision.

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