Team Lead: Claims Processing Consultant (Gauteng) at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

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

• 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.

Operations Management

• Supervise others working within established operational systems by ensuring quality of the claims captured and quality decisions are being made regarding the outcome of claims.

Operational Compliance

• 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.

Data Collection & Analysis

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

Customer Management (Internal)

• Help senior colleagues manage client and customer relationships by using relevant client systems.

Document Management

• Create and ensure compliance with a company wide document management system.

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.

Correspondence

• Respond to escalated requests using telephonic conversation or emails (internal and external).

 General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Essential); Relevant FAIS Qualification (Essential); Bcom Degree or equivalent (Advantageous)

EXPERIENCE

General Experience

• 3 or more years Financial Services industry experience within a call centre environment (Essential); 2 or more years Claims Experience (Essential); VAPS experience (Advantageous)

Managerial Experience

• 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)