Manager: Recoveries, Third Parties and Litigation

Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution.
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
- Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
- Focusing on strengths in staff performance as well as development areas identified, to close gaps.
- Ensure successful onboarding of new staff (Induction checklist, product specific training etc.)
- Building relationships with all stakeholders to best support the shared goal to achieve the profit and growth targets.
- Oversee and monitor monthly minimum targets within the recovery team.
- Escalate no feedback matters to Insurer's daily.
- Maintain and create an effective positive working climate and a continual improvement of client' s culture.
- Plan and organise the team's work to optimise team resources and performance.
- Continually review and measure team activities against targets, standards, and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Ensure all operational challenges are rapidly analysed and addressed to minimise interruption to the team’s work, and present conclusions and recommendations to Operational Manager and Executive.
- Participate as required in the development, maintenance of procedures, systems and processes to support the effective delivery of operational activities and manage the implementation of any changes and developments within the team.
- Deliver strategic results in term of the client'sVision and Mission.
- Align own behaviour with the organisation culture and values.
- Demonstrate commitment towards 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.
- 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.
- Accurate and detailed notes and naming of claim documents.
- Proactively suggest improvements in customer services where applicable.

Manage own development to increase own competencies.
- Monitoring of call pause procedures and availability within the department.
- Manage effective first call resolution environment (abandoned calls vs call received and pause codes).
- Monitor efficiency of service productivity and performance within the team through the achievement of agreed processes.
- Optimise Management Costs:

- Average cost per legal claim
- Optimise external costs (litigation, tracers, assessors) vs legal claims cost.
- Monthly financial movements on the out of mandate portfolio.
- Monitor, instruct and authorise litigation matters.
- Monitor the contingency attorney portfolio.
- Correct settlement of claims as stipulated in the binder agreements.
- Optimise procurement initiatives (BBEEE).
- Monitor the monthly acknowledgement of debt matters.
- Reporting responsibilities:

- Feedback on insurer requirements.
- Minutes of weekly manager and team leader/s meeting.
- Minutes of quarterly one on one discussions.
- Supporting reports to operational managers.
- Regular face to face and/or Teams meetings with all stakeholders:

- Financial advisors and insurers.
- Opposing insurers/companies.
- Tracers.
- Attorneys.

**Minimum Requirements**:

- Matric, Secondary Education level Grade 12
- Legal Degree (B. Com Law, LLB or B. Proc)

**Preferably, in addition to the above**:

- Paralegal qualification

Work Experience

**Minimum Requirements**:

- Extensive experience within the Short-Term insurance industry.
- Experience within Personal Lines and Commercial Lines (Motor claims)

**Preferably, in addition to the above**:

- Previous experience as a Manager in a Legal Department attending to recoveries, third party claims and litigation matters will be an advantage.

**Minimum Requirements**:

- Advanced proficiency in MS Office - Excel, Word, PowerPoint.
- Sound knowledge of Insurance principles.
- Internet savvy.
- Tech understanding.
- Ability to summarise, analyse and evaluate data.
- Ability to implement new processes.
- Comfortable to work in a fast paced, constant changing environment, with new technology and tools. ATTRIBUTES

Attributes required for the position include but are not limited to:

- Ability to communicate at all levels.
- Must be able to work under pressure.
- Looking for a proactive self-starter.
- Team oriented.
- Lots of attention to detail.
- Must have exceptional verbal and writing abilities.
- Good desk and time management skills.
- Sound management skills, with the ability to drive and motivate staff and team