Team Lead: Recoveries at Telesure Investment Holdings (TIH)

About the job

Successfully implement all directives, policy and procedures according to the operational plan by providing support and sharing knowledge and skills to the team assigned to them to assist in achieving the required operational results.

Operations Management

• Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results.
• Ensure that team members execute work activities on time in accordance with the required operational and quality standards. Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up-to-date and current information.
• 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, rectify non-conformance and variances within the team as a high priority, and report and escalate issues as appropriate.
• 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.
• Support team members by sharing knowledge, information and problem-solving recommendation to achieve the required operational results. Insights and Reporting Contribute to the preparation of various data and analytics reports.
• Collect and submit reports specific to team data as part of the Management Control System.
• Work Scheduling and Allocation Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirement
• Identify, assign, and follow-up on work activities of team members in accordance with operating procedures to contribute the management control system.
• Performance Management Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance.
• Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance.
• Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.
• Customer Relationship Management (CRM) Data Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate. Customer Management Help senior colleagues manage customer relationships by using relevant operational systems.
• Customer Service Act as first-line supervisor of a team providing operational 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.

Quality Assurance Expected Behaviour: All QA scores, Completion of Quality audits, outcome of QOD 85% Telephonic Service Levels Expected Behaviour: Telephonic Service Levels and Abandoned ratios "80% Service Level 3% Abandon Ratio" Complaints and Compliments Expected Behaviour: Customer Complaints and Compliments Customer Compliments and Complaints Reduction of 5% on Complaints and improvement of 5% on Compliments Recovered Amount Expected Behaviour: Recovered Amount Actual vs Budget (TIH & MUA) Innovation Expected Behaviour: Identification of Leakage, new ideas Identifiying business processes that are not relevant alternatively are causing rework and suggesting and implementing solutions to address this. New ideas Results Expected Behaviour: % achieved of BIP benefits Tracking against planned results Business Plan Expected Behaviour: Reporting on, supporting and driving results for benefits on BIPs already identified as per BIP matrix As per BIP, Stakeholder engagement of BIPs identified Recovery Ratio Expected Behaviour: Recovery Ratio/ Uninsured Kept Rate "78% TIH, 85% (MUA) Uninsured Kept Rate 70%" Operational Effectiveness Expected Behaviour: As per success matrix and agreed targets which include productivity, TAT, Workbench management including prescription, average per consultant performance improvements, claim processing requirements eg. R&Qs sent count and % within TAT, Campaign effectiveness and completion, Employee utilisation i.e. employees available vs workload available.RPC conversion rate, R&Q conversion rate Stakeholder Engagement Expected Behaviour: Internal & External Supplier/Stakeholder Management "External Stakeholders - All escalations completed within the TAT.

List exchange and file preparations for list exchange and round tables.Payment escalations. Internal stakeholders (STI Claims, Loss Adjusting, Assessing, Risk,HR, GIT, Ombudsman,RMD, IDRD etc)" Reporting & Data Management Expected Behaviour: Daily, Weekly, Monthly reporting and data management requirements. "Meeting deadlines for reporting and accuracy of reporting.

Ensuring all reporting requirements are completed as per matrix. Reporting and presentations for meetings and forums. All manager decisions are completed same day.

All data elements required for team effectiveness is completed on both operating systems. " Successful Culture Role Expected Behaviour: Culture Programme has successfully been rolled out /integrated from team perspective Culture is known and can visibly be observed from behaviour point of view. Gearing Expected Behaviour: Ensure correct gearing as per plan Agreed Structure has been implemented Job Profile Expected Behaviour: Job Profiles have been concluded in area of responsibility Count of completed job profiles As per HR report Quality of new hires Expected Behaviour: Quality of new hires - result 50% of individuals have a score of 3 and above Efficient Hiring Expected Behaviour: Time to Fill vacancy 30 to 60 days dependent on the role EE Hiring Expected Behaviour: Number of EE’s hired vs opportunity 100% Target Regrettable LTO and Total LTO Expected Behaviour: Reduction of regrettable LTO Employee Participation in active learning Platforms LinkedIn and LMs Expected Behaviour: Training hours spent, attendance and results "Training hours spent per month Attendance 100% and benchmark results as per training plan" Succession plan in place Expected Behaviour: Succession plan in place Succession plans in place for key roles Development Plans in place for key talent Expected Behaviour: Development Plans in place for all employees 100% Performance Improvement Expected Behaviour: "Evidence of employee interactions for improved performance through the following interactions: Probation discussions Coaching sessions monthly 1:1 discussions and quarterly perfomance reviews team calibrations, team training sessions not facilitated by training Employee performance review scores and distribution Performance improvement plans in place for all employees with performance scores less than 2.5" As per agreed plan and evidence of outputs required Team Engagement as planned Expected Behaviour: Team huddles, team meetings, people engagement sessions, change management discussions held As per agreed plan and evidence of outputs required Absenteeism Expected Behaviour: Unplanned absenteeism % As per agreed target Business unit results Expected Behaviour: BU results 85%, 90% Engagement Key Initiatives Expected Behaviour: Results from key stakeholders Survey/Feedback etc. Personal Development and Behavioural Feedback Expected Behaviour: 360's conducted (Manager, Peers, reports) Results from key stakeholders Survey/Feedback etc. WHU Score Expected Behaviour: WHU Scores - Recoveries Overall Customer Experience Customer Survey results from Genex on successful and unsuccessful recoveries 8,5

• General Education Grade 12/ SAQA Accredited Equivalent (Essential);
• FAIS recognized qualification (Advantageous);
• Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous);
• STI Qualification (Advantageous)
• General Experience 3 to 4 years experience in a recoveries and third party liabilities environment (Essential);
• 2 years experience in claims and policy/customer services environment (Advantageous)
• Managerial Experience 3 or more years experience managing/ supervising others (Essential);