Team Leader: Claims Motor at Mutual & Federal

Job description

Detailed Description

• Act as technical advisor by educating brokers, client and staff about claims processes and procedures.
• Build and maintain relationships with relevant stakeholders.
• Ensure that data quality is controlled.
• Effectively communicate and give feedback to clients, staff, call centre and staff about claims processes and procedures.
• Assist in relevant ad-hoc tasks.
• Analyse query and complaints trends and suggest solutions
• Prepare periodic reports and presentations on project progress, issues and progress against timeline reports / updates.
• Continuously improve claims service, manage claims spend and contain the increase in average cost of claims
• Contain the increase in average cost per claim
• Maintain turnaround time on assessments
• Measure and track claims service delivery effectively by preparing periodic reports
• Ensure effective implementation and compliance of claims/operational systems or procedures
• Strive to ensure clients are satisfied with claims service delivery
• Identify problem areas within the claims service value chain and to find suitable solutions
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Track and resolve operational and performance variations
• Develop and encourage strong team work
• Identify potential inter-departmental problems and escalate them to higher levels
• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path.
• Inducting people into the specific team and job related issues
• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
• Take accountability for the management of business related risks within own area.
• Operate within agreed mandates as documented in the business rules.
• Ensure adherence to organisational policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.

Job Requirements

• Matric
• COP or higher insurance qualification or studying towards same
• 3years relevant experience in an assessing field
• People management experience an advantage.