Commercial Claims Team Leader

2 days ago

Johannesburg, South Africa The Talent Hive Full time

Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative, and appropriate claims handling. - Handling of performance related issues and disciplinary matters. - Manage, support and developing a team of people to ensure service delivery and performance management applied consistently. - Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded. - Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time. - Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks. - Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT. - Meeting of set deadlines. - Monitoring immediate first call resolution within the claims department. - Management of outstanding claims monthly. (Outstanding listings) - Authorise and validate claims that does not fall in the staff mandate. - Ensure compliance in terms of "Under Supervision" and record keeping. - Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries. - Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios. - Auditing of claims within your team monthly - Monitor equal distribution of claims. - Analyse training needs: identify possible problem areas and change weakness into strength. - Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head - Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis. - Provide policy wording interpretation. - Courteous and professional attendance to telephonic queries. - Deliver strategic results in term of the CompanyVision and Mission. - Align own behaviour with the organisation culture and values. - Demonstrate commitment toward the team and participate in building team culture. - Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation. - Identify and recommend enhancements to processes. - Monitoring of call pause procedures and availability within the department together with managing the contact centre. - Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures. - Comply with corporate governance policies, procedures, and standards. - Manage own development to increase own competencies. - Must fully understand the Complaints Process and Procedures. **Qualifications**: **Minimum Requirements**: Matric is an essential requirementFAIS Credits (as per FAIS requirement)Must be Fit & Proper in terms of the FAIS Act**Regulatory Exam**: RepresentativesMust not be debarred with FSCA Work Experience **Minimum Requirements**: **Minimum of 5 -10 years’ experience**: Commercial claims experience with all types of Motor and Non-Motor claims in the short-term insurance industry. Between 5 - 7 Years

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