Team Manager - Member Care Life at Discovery Limited

Key Purpose

This role must ensure the efficient and effective operations of the Life Claims departments particularly as the department is the ‘face’ of Vitality Life. This is achieved through:

• Monitoring team performance and output through use of volume and quality audit data to set or adjust targets and measure success against them and raise the standard of the team.
• Will be required to engage with both internal and external stakeholders.
• Responsible for the delivery of the service strategy through management of direct reports 
• Coach and support team members through regular 1:1s and reviews to identify and address development needs and construct development plans which will build a high-quality team.  
• Regular liaison with Relationship Managers to ensure escalations and complaint processes are adhered to in a timely and professional manner. 
• Take full responsibility for regularly updating own knowledge and monitoring teams’ knowledge of company products, processes and procedures to provide the best, accurate customer information at all times. 
•  Responsible for standard of service provided by own team and involvement in achieving the overall department targets. 
• Responsible for reward, training and development of own team, establishing and maintaining a performance management framework for the team.

 Areas of responsibility may include but not limited to:

The successful applicant will be responsible for but not limited to the following job functions:

• Development and Optimisation of Processes and Systems: Processes and systems which optimise the functioning of the Business Unit and improve customer
• service levels are implemented. This is achieved by proactively seeking out service gaps, working in conjunction with relevant specialists e.g. Business Analysts, Quality Assurance etc, identifying and implementing appropriate solutions.
• Query Resolution: Ensures the effective resolution of queries escalated within agreed timeframes. Performs trend analysis of queries and escalations to identify staff development areas, and implements remedial action (coaching, training etc) accordingly
• Staff Management: Performs all staff related responsibilities (performance appraisals, development plans etc) as per expectation

Personal Attributes and Skills

• Deciding and initiating action
• Working with People
• Able to work unsupervised and to take initiative
• Adhering to Principles and Values
• Presenting and Communicating Information
• Conflict handling and resolution
• Collaboration and team work
• Learning and Researching
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Adapting and Responding to Change
• Coping with pressure and setbacks
• Achieving Personal Work Goals

Technical Skills

• Effective Communication Skills (verbal & written)
• Passionate about developing people 
• Good communication skills 
• Ability to prioritise 

 Education and Experience:

Education

• Matric/Grade 12 is essential
• At least 2 years' experience in a leadership role.
• At least 2 years’ experience in a Claims environment would be advantageous

Knowledge:

• Business Processes
• Product
• Compliance
• UK Insurance Industry - advantageous
• System