Job Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Lead a team of Processing Claims Consultants to ensure the effective validation of already-captured claims. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

RESPONSIBILITIES

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.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Operations Management

• Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims.

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, reporting these and escalating issues as appropriate.

Data Collection & Analysis

• Collate and analyze claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Management (Internal)

• Help senior colleagues manage client and customer relationships by using relevant client systems. Document Management Create and ensure compliance with a company wide document management system.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Correspondence

• Respond to escalated requests using telephonic conversation or emails (internal and external).

EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Essential); Relevant FAIS Qualification (Essential); Bcom Degree or equivalent (Advantageous)

EXPERIENCE

General Experience

• 3 or more years Financial Services industry experience within a call centre environment (Essential); STI experience (Essential); 2 or more years Claims Experience (Essential);

Managerial Experience

• 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)

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JOB PURPOSE

• Deliver and support sound quality of claims decision making, prevent fraud andmanage expenditure through the validation of claims by using expert abilities in various fields of investigation. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

RESPONSIBILITIES
Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues.
• Supervise and guide the validation and investigation of claims and applying expertise, utilizing resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance and productivity of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Organizational Capability Building

• Use the organization's formal development framework to identify the team'sindividual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and decide the best course of action.
• Provide guidance and make decisions according to established criteria to ensure standardization across the organisation by accurately administrating and underwriting claims.

Work Scheduling and Operational Compliance

• Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services.
• Ensure claims are finalized within the set parameters (turnaround time, terms and conditions applied accurately).

Customer Service

• Act as first-line supervisor of a team providing customer service 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.
• Uphold agreed service level agreements and ensuring customer satisfaction and retention.

Operational Compliance

• Maintain and renew a knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
• Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Highlight shortcomings in compliance processes, systems and procedures and suggest and develop ad hoc improvements. Work is focused on an assigned unit or discipline.

Stakeholder Engagement

• Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.

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.

Administration

• Produce, update and provide best practice support to Loss Adjustors on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Ensure accurate administration and underwriting of claims.
• Maintain an acceptable claims expenditure ratio by finalizing and adjusting claims accurately.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements
EDUCATION
General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);Regulatory Examination (Essential); Science (Mechanical / Physical),
• Mathematics and African Language (Advantageous); Relevant diploma or qualification for the role; for example Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)

EXPERIENCE
General Experience

• 5 or more years work experience in any investigative work/ police / forensic /audit (Essential)

Managerial Experience

• 2 to 3 years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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JOB PURPOSE

• Support the assessing process by safely transporting non-drivable vehicles in the non-drivable assessment and storage facility. Enable first-time accurate motor assessment which contributes to the customer experience, ensuring this is done in accordance with all companies’ policies and procedures.

Requirements

RESPONSIBILITIES

Disassemble Equipment

• Carry out standard activities to disassemble vehicles under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions supplied by the Assessor. Accurately disassemble a motor vehicle by applying the necessary skills and knowledge of motor vehicles area of impact. Package all parts in accordance with company requirements in order to save cost on replacements on parts that could be salvaged for re-use and prevention of additional damage. Ensure all disassembled parts for non-driveable disassembled vehicles are loaded and transported with the specific vehicle to the storage area.

Operating Machinery or Equipment

• Operate various machines, adjusting one or more variables to achieve efficiency. Safely ensure the movement and loading of non-driveable vehicles using a forklift as well as hoists within allocated areas by applying the necessary skills and knowledge.

Occupational Health and Safety

• Follow a range of mandatory work instructions (including use of personal protection equipment where relevant) to safeguard the environment and the well-being of oneself and others. 

Administration

• Conduct data entry into company systems using the appropriate application, and review and verify the information to ensure accuracy and accessibility. Ensure all checklists for received, disassembled, and dispatched vehicles are accurate and contain detailed information of the motor vehicle.
• Ensure that the allocated maintenance checklist on the forklift truck is completed daily and reported on.

Operations Management and Compliance

• Carry out operational tasks by following established processes. Involves working within given settings or parameters. Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Work Scheduling and Allocation

• Work according to an assigned schedule.

Internal Communications

• Exchange information with people by having courteous interactions with them. Provide daily feedback to line manager on all actions (unforeseen damages/ amount of vehicles disassembled etc.). Communicate with Assessor as and when required.

Personal Capability Building

• Develop and maintain excellent skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

TECHNICAL COMPETENCIES

Disassemble Motor Vehicles

• Apply concepts of knowledge / skill independently and provide technical guidance when required.

Verbal Communication

• Use clear and effective verbal communications skills independently and provide technical guidance when required to express ideas, request actions, and formulate plans or policies.

Policy and procedures

• Works with guidance to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. 

Health and Safety

• Manage and apply safe systems of work independently and provide technical guidance when required. Knowledge of safety requirements (E.g., vehicle disassemble, aircon gas etc.)

Equipment Utilization

• Work independently and provide technical guidance when required to optimize the utilization of equipment and materials.

Review and Reporting

• Work with guidance to review and create relevant, lucid, and effective reports.

Planning and Organizing

• Work with guidance to plan, organize, prioritize, and oversee activities to efficiently meet business objectives.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical calculations with guidance. 

Computer skills

• Support business processes with guidance and understand and effectively use standard office equipment and standard software packages.
• Basic Computer Skills

EDUCATION 

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Forklift Licence (Advantageous)

 EXPERIENCE

General Experience

• 1 or more years disassembling experience (Essential)

TOOLS

Disassemble and movement of vehicles.

Forklifts; Hoists, Compressor, Battery Charger, Various standard tools kits