Team Leader: Claims at Sanlam Group

What will you do?

• Manage hourly, daily, and monthly productivity of staff to achieve required targets.
• Manage claims assessor performance and be able to manage poor work performance where required as per company process.
• Manage employee problems to increase employee engagement. 
• Conduct monthly feedback session with each staff and document each feedback session.
• Ensure performance appraisals and development feedbacks are provided and documented for all staff. 
• Ensure efficient utilization of company resources in line with the budget.
• Manage claims assessment on all Non risk claims to achieve the 90% of claims assessed to be within 48 hours from submission.
• Ensure staff are at 100% adherence to the Non Risk claims Sops
• Bi- annual review of claim requirements 
• Monitor and manage claims referred to Premium allocation and Values team to ensure they are finalised within SLA 
• Monitor and ensure all refund claims are paid within 5 day hour SLA.
• Identify processes within the claims where optimum efficiencies may be achieved through the process of automation. 
• Daily management of the Non Risk claims register and ensure all claims received have been noted on the register and have be assessed.
• Monitor fraud trends and provide recommendations for relevant changes to be implemented to close identified Gaps.
• Respond to all complaint queries within 24 hours.Manage JIRA logs to reduce user error.
• Provide weekly, monthly, and quarterly reports on Non risk overall performance.
• Review and provide feedback on monthly audits conducted
• Review and provide feedback on monthly complaints received
• Engage with multiple stakeholders  to ensure all processes and requirements are accurately defined. 
• Ensure staff undergoes yearly fraud and risk training.
• Manage stakeholder relationship to ensure alignment on processes and improve stakeholder engagement. 
   

Qualification & experience;

• Matric
• Diploma / Degree would be an advantage
• COP/IISA would be an advantage 
• 3 years relevant experience in a similar environment essential 
• At least one-year proven management of staff experience

Knowledge and skills

• Proficiency on MS Word,& Excel (intermediate level) essential
• Computer literate
• Communications skills (written and verbal)

Personal qualities 

• Attention to detail
• Customer focused
• Interpersonal skills
• Analytical skills
• Ability to work and in a team
• Relationship and People Management
• Performance management and motivating of others
• Conflict Management