Team Lead: Claims Business Insurance at Telesure Investment Holdings (TIH)

Job Purpose

• Lead a team of Customer Service Consultants to ensure effective delivery of service to all levels of client interactions. Ensure the effective quality capture of the first notification of claims. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

Customer Service

• Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management & Compliance

• Respond to personal objectives and use performance management systems to improve personal performance.  Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Operations Management

• Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims. Monitor service levels of Service Consultants to ensure effective service delivery.
• Ensure required level of service to clients is adhered to. Ensure Service Consultants focus on first notification of loss and queries.
• Handle small and quick settlement claims from the inbound call centre operations.

Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Relationship Management (Internal & External)

• Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer enquiries while helping senior colleagues manage and maintain customer relationships.
• Help senior colleagues manage internal client and customer relationships by using relevant client systems.

Correspondence & Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Prepare tailored letters, email, minutes of meetings and reports for approval by more senior colleagues or a senior executive.
• Respond to escalated requests using telephonic conversation or emails (internal and external).

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Deadline:18th August,2025