Towing & Motor Claims Team Lead at Telesure Investment Holdings (TIH)

Job Purpose

• To lead a team of dedicated, specialist Claims staff in order to obtain the lowest possible claims cost while delivering consistently high levels of service to every customer.

Responsibilities

Key Relationships
Internal

• Direct reports (Consultants), Peers (Team Leaders) and Senior Managers. Both on and off shore environments.
• Internal Assessors and Procurement specialists in Australia
• Internal Dispute Resolution and Compliance teams
• Quality Assurance, Training and Other Claims teams
• People and Culture

External

• Suppliers and Service Providers
• Customers

Accountabilities

• Develop, coach and motivate a team of Claims Consultants in order to meet and exceed, agreed objectives and within required framework
• Lead and monitor the team to execute a high standard of service and process adherence
• Monitor and support the management of a portfolio of claims, including:
• Workload prioritisation and allocation
• Claim review and authorisation, process adherence
• Technical product, process and system and compliance support
• Performance and progress reporting, communication and monitoring
• Ensure business specific requirements adhered to. (Best Process Practise)
• Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
• Provide detailed input into on-going process, system development, product opportunities and process enhancement
• Provide input into staffing requirements and recruitment
• Monitor daily BAU performance against expectations, targets and improvement.

Expected outcomes of the role include

• Improved claim processing cost
• Exceptional levels of service delivery for each and every customer
• High and sustainable standards of quality results
• Highly engaged, capable and professional team aligned to the company values
• Highly effective working relationships with key stakeholders (internal & external)
• Relentless pursuit of target achievement and above.

Prerequisite knowledge & experience

• Previous Leadership or equivalent experience (at least 2 years)
• Some claims experience (at least 2 years)
• Proven ability in leading and motivating people
• Demonstrated ability in managing critical stakeholder relationships
• Ability to effectively analyse and resolve problems
• A core focus on customer outcomes and relations
• Ability for attention to detail
• Ability to innovate and be creative in developing processes and procedures
• Ability to effectively manage conflict and negotiate where required

Personal Attributes

• Demonstrated capacity for self-management and collaborative decision-making when required
• Effectiveness in ensuring management decisions are carried through and monitored effectively
• Ability to positively accept and promote change
• Ability to manage time effectively, prioritise tasks, work under pressure and meet critical deadlines
• High level written and oral communications skills
• Demonstrate a high level of maturity
• Consistent adherence and demonstration of the Company values

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• 2 years working experience in a similar role.