Team Leader: Liabilities at Hollard Insurance

Role Objectives:

To effectively manage the Liabilities specific area (Liabilities /Merit review/Input Handling/ S.O.P / Data Accuracy/Indexing) with regards to service; quality and performance to create a culture of excellent service.

Key Responsibilities:

• Ensure teams’ targets are achieved.
• Adherence to SLA and SOP. Ensure correct actions taken on reports as per Liabilities standards
• Ensure data integrity on financials and key data indicators. Track and audit. Track claims log and broker updates. Track and resolve operational and performance variations.
• Performing inline quality assurance reviews.
• Develop and encourage strong teamwork. Identify potential inter-departmental problems and escalate them to higher levels. Engage regularly in team or group problem-solving.
• Manage areas of critical compliance and actively manage non-conformance. Actively manage non-performance.
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path. Inducting people into the specific team and job related issues.
• Ensure adherence to organisational policies, practices and procedures. Identify and recommend areas / ways to improve processes.
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to time of subordinates and utilisation of materials or equipment.
• Take accountability for the management of business related risks within own area.

Required Knowledge and Experience

• 3-5 years’ relevant Short Term Insurance motor subrogation claims experience
• Management experiences an advantage
• Basic Computer Literacy
• Intermediate Word/Excel/PowerPoint

Educational Requirements

• Matric
• Legal Degree
• Leadership/Management qualification an advantage
• Appropriate Insurance Qualification