Team Leader: Claims

**Job ID**
- 138935
- Closing date: 21 April 2025

**Leadership Pipeline**
- Manage Others

**FAIS Affected**

**Job Purpose**
- To manage and lead a team of personal claims consultants to facilitate the processing of claims to drive a positive client experience.

**Responsibilities**:

- Meet Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.
- Minimise financial and reputational risk by ensuring accuracy of processing activities.
- Contribute to department budget by providing input to operational forecast.
- Minimise operational costs by managing cost effectively within budget.
- Increase Nedbank's market share and revenue by identifying and referring marketing opportunities to relevant clusters.
- Reduce revenue leakage by optimising revenue collection processes.
- Implement a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA and risk parameters.
- Understand and meet stakeholder (including Regulators) needs by building and maintaining relationships through regular interactions.
- Obtain and provide feedback by meeting with internal and external stakeholders.
- Highlight risk by reporting exceptions.
- Ensure compliance and maintain clean audits by managing implementation and adherence to all processes and procedures.
- Ensure accuracy by implementing preventative and corrective activities.
- Create a culture of continuous improvement by identifying opportunities and/or implementing enhancements to processes, procedures and/or systems.
- Ensure projects are implemented and delivered by collaborating whilst adhering to governance practices.
- Meet reporting requirements by compiling and contributing to reports.
- Make and implement informed business decisions by analysing operational/business reports.
- Optimise productivity by implementing capacity management principles.
- Ensure business continuity by drafting, updating and testing Business Continuity Plans (BCP's).
- Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
- Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
- Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Address issues raised in culture surveys by participating in the development and implementation of action plans.
- Create a client service culture through various required interventions.
- Achieve operational excellence by supporting the implementation of business optimisation improvements through team engagement.
- Encourage team to generate innovative ideas and share knowledge.
- Manage external stakeholder relationships with Re-Assurers.

**Types of Exposure**
- Working with clients to solve client problems
- Investigating and reviewing processes to improve client satisfaction
- Communicating job requirements and performance standards to others
- Conducting performance feedback meetings
- Checking performance data to measure employee performance
- Conducting performance appraisal interviews
- Enforcing disciplinary actions against employees
- Assuming a key leadership role
- Recruiting and staffing
- Managing business risks
- Reporting must be precise and complete

**Preferred Qualifications**
- NQF level 5 qualification
- Short / Long Term Insurance
- Medical Qualification (Physiotherapist, Occupational Therapist, Practicing Nurse / Nursing Sister)

**Essential Qualifications - NQF Level**
- Matric / Grade 12 / National Senior Certificate

**Minimum Experience Level**
- 3 to 5 five years' experience in a Life insurance claims environment
- 2 to 3 years management experience in technical Life claims management

**Technical / Professional Knowledge**
- Business administration and management
- Client service management
- Communication Strategies
- Diversity management
- Financial Accounting Principles
- Governance, Risk and Controls
- Operations planning
- Principles of project management
- Relevant regulatory knowledge
- Service level agreements
- Behavioural Competencies
- Coaching
- Customer Focus
- Decision Making
- Building talent
- Influencing
- Planning and Organizing
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_