Mutual & Federal is the oldest short-term insurer in southern Africa with a history that dates back more than 180 years. As one of the leading players in southern Africa’s short-term insurance landscape, we are justifiably proud of our tradition of service and quality, as well as our range of products - which are amongst the best on offer anywhere in s...
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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
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