Coordinator: Claims at TFG (The Foschini Group)

• The Value Added Services division within TFG offers a host of insurance products in the Life and Non-Life product spectrum to all existing and new TFG customers under the TFG Insure brand. The Insurance Claims Department offers the support function of managing the insurance claims initiated by customers on their existing insurance policies in the event of a claim. 
• The Coordinator will be responsible for managing Team Leaders within the Value Added Services department and will have as their key function driving operational efficiencies, risk management, employee relations, and customer experience within the department. 

Key Responsibilities:

• Review, analyse and provide improvement solutions on management processes in line with product requirements.
• Identify and manage risks in line with legislative and compliance requirements.    
• Compile financial reporting and present such to relevant stakeholders.
• Monitor customer touch points throughout the customer journey to help drive customer experience.
• Collaborate with all key internal and external stakeholders to ensure high level of service delivery.
• Ensure service levels are met within the department. 
• Manage projects in line with new developments within the business area. 
• Lead and direct management functions within the department. 

Qualifications and Experience

• Must have Matric/Grade 12 or equivalent thereof – Essential
• Diploma - desirable 
• RE5 or Insurance qualification – Desirable
• Diploma
• Insurance related qualification [desirable]
• 3 years minimum Management experience 
• 2 years analytical and reporting
• 2 years customer service and claims experience - Essential

Skills 

• Be proficient in Excel, Word
• Experience working on Claims Management systems and platforms
• Be logical and apply analytical thinking skills
• Must have numerical ability
• Be able to problem solve, handle objections and conflict.
• Be attentive to information and detail
• Be organised, thorough and accurate
• Have good time management skills
• Be assertive and able to work well under pressure
• Have a high level of stress tolerance
• Be an effective communicator (verbal, written, electronic, and interpersonal)
• Be organised and able to work in a systematic manner
• Be a team player and be able to work independently when required to.
• Be knowledgeable of Employee Relations processes and procedures
• Be able to lead and manage leaders.

Behaviours:  

• Forms, develops, and leads a group of individuals toward the achievement of a common team objective 
• Applies market and business insights in order to drive organisational objectives 
• Conveys information and communicates ideas in a clear, concise, and impactful manner 
• Creates an environment that fosters and nurtures a culture of creativity, which drives success 
• Understands and navigates dynamics created by processes, systems, and people 
• Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results 
• Takes accountability and ensures others are held to account on agreed-upon performance targets 
• Understands and applies financial concepts and principles to make informed financial decisions 
• Interprets and simplifies complex and contradictory information when resolving organisational problems 
• Assesses and improves the efficiency, effectiveness, and quality of various work processes 
• Develops plans and prioritises initiatives that align with the organisational goals and objectives