Open Positions at Huntswood

Job Responsibilities:

• End to end management of Operational Change ensuring required standards are met to deliver high quality outcomes.
• Determine critical path milestones to support prioritisation of change requests.
• Engage with key stakeholders across Operational and Support functions, leading regular change management meetings both face to face and virtually.
• Maintain and monitor all key milestones are achieved through the central Change Gateway Process, highlighting and mitigating risks which could impact change process compliance and delivery.
• Deliver weekly updates on progress of site-based change plans, providing regular insight of in-flight initiatives, and those in the pipeline.
• Collaborate with other Change Delivery Managers, the Communication Team, and Training Teams to ensure timely and accurate change communications and learning are provided to the relevant Operational teams impacted.
• Ensure each change and mobilisation activity aligns to the HW Strategic aim of the Perfect Contact Centre and aligned to the HW 6 Fundamental Values - Bring your A game, Strive for Greater, Enable and empower all employees, Do the right thing, Own it and Deliver unbelievable service.

Job Requirements:

• Experience of Change Management Delivery and awareness of Governance Processes
• Contact Centre experience.
• Knowledge of Project plan creation, milestone and progress tracking and dependencies
• Matric

Skills Required:

• Ability to actively engage in networking activity and adapt to feedback quickly.
• Capable to develop and execute change management.
• Committed to continuous improvement and development.
• Strong Organisational skills
• Strong Communications skills
• Able to think pragmatically and propose solutions to problems.
• High attention to detail and pride in your work         

 Competent usage of MS applications:

• Excel – data analysis, formulas, pivot tables, conditional formatting
• PowerPoint – Presentation creation for project status reports and proposals
• Word – Meeting minutes, project governance
• Outlook – Email communications, meeting scheduling, diary management
• Teams – Document creation and uploading, collaborative working environment. 

go to method of application »

Job Responsibilities:

• End to end management of Operational Change ensuring required standards are met to deliver high quality outcomes.
• Determine critical path milestones to support prioritisation of change requests.
• Engage with key stakeholders across Operational and Support functions, leading regular change management meetings both face to face and virtually.
• Maintain and monitor all key milestones are achieved through the central Change Gateway Process, highlighting and mitigating risks which could impact change process compliance and delivery.
• Deliver weekly updates on progress of site-based change plans, providing regular insight of in-flight initiatives, and those in the pipeline.
• Collaborate with other Change Delivery Managers, the Communication Team, and Training Teams to ensure timely and accurate change communications and learning are provided to the relevant Operational teams impacted.
• Ensure each change and mobilisation activity aligns to the HW Strategic aim of the Perfect Contact Centre and aligned to the HW 6 Fundamental Values - Bring your A game, Strive for Greater, Enable and empower all employees, Do the right thing, Own it and Deliver unbelievable service.

Job Requirements:

• Experience of Change Management Delivery and awareness of Governance Processes
• Contact Centre experience.
• Knowledge of Project plan creation, milestone and progress tracking and dependencies
• Matric

Skills Required:

• Ability to actively engage in networking activity and adapt to feedback quickly.
• Capable to develop and execute change management.
• Committed to continuous improvement and development.
• Strong Organisational skills
• Strong Communications skills
• Able to think pragmatically and propose solutions to problems.
• High attention to detail and pride in your work         

 Competent usage of MS applications:

• Excel – data analysis, formulas, pivot tables, conditional formatting
• PowerPoint – Presentation creation for project status reports and proposals
• Word – Meeting minutes, project governance
• Outlook – Email communications, meeting scheduling, diary management
• Teams – Document creation and uploading, collaborative working environment. 

go to method of application »

Job Responsibilities:

• Ensure delivery of targets.
• Provide reports to the Operations Manager on the status of objectives.
• Assist and provide guidance to the analysts with any queries and handle the more complex cases, if and where appropriate.
• Validate claims history whilst adhering to the relevant compliance procedures.
• Ensure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets the agreed SLAs
• Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome
• Manage additional premium process to ensure outstanding debt is kept to a minimum
• Ensure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectively
• Provide sign off on all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service and Claims.
• Responsible for conducting staff management duties including:
• Conducting regular reviews to check the accuracy and quality of team’s work.
• Delivering coaching and feedback to the team to achieve KPI’s and SLA’s, and conducting regular performance reviews and 1-2-1’s; including probationary reviews and annual appraisals
• Deal with all employee issues including monitoring absence and conducting disciplinaries.
• Assist the Operations Manager with the recruitment process
• Monitor agents calls to ensure they are following company’s policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
• Set targets for agents and deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conduct regular performance reviews, including probationary reviews and annual appraisals
• Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
• Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.
• Have input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.
• Ensure all analysts are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
• Work closely with other CFS teams and other departments to ensure consistency and best practise
• Ensure compliance with company and other relevant standards/ regulations at all times
• Build and maintain relationships with CFS and other departments, as appropriate.
• Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.

Job Requirements:

• A minimum of Matric/NQF 4 qualification
• RE or FAIS qualification is preferable
• Excellent communication skills, both verbal and written
• Negotiation and influencing skills
• Good time management and organisation skills with the ability to prioritise work
• Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Strong customer service skills
• Good numeracy and literacy skills
• Computer literate
• Extensive motor insurance experience
• Extensive motor insurance policy fraud experience
• Experience of performance management of a team
• Experience of setting objectives
• Solid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis/indemnity referral
• Knowledge of fraud detection and analysis systems
• Solid understanding of insurance fraud intelligence model and relevant systems
• Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims
• Solid understanding of the business objectives and operations delivery
• Technical knowledge of insurance products and personal lines insurance
• Comprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training
• Sound knowledge of managing telephony systems
• CII qualified or working towards this

Required. Skills:

• Commercially focussed
• Customer focussed
• Self-motivated and enthusiastic
• Takes initiative to make decisions
• An organised and proactive approach
• Emphasis on attention to detail and accuracy
• Able to work on our own initiative and as part of a team
• A flexible approach and positive attitude
• Confident in presenting complex information in a clear and concise manner
• Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Job Responsibilities

• Import new claims the system portals, and/or manually upload
• Conduct AskCue PI and Cache checks on all appropriate claims
• Allocation of new claim files to claims handlers in accordance with guidelines.
• Allocating Vulnerable Road User (VRU) claims to nominated claims handlers.
• Filter MI received from claims insight team suitable for use in Rolling Reviews and distribute accordingly.
• Make payments to TPIs who are party to the subrogation agreement via the verify portal.
• Make payments on any bordereaux/ bulk payment arrangements to suppliers.
• Conduct initial enquires on TPI Direct Claimants (including phone call /initial letter)
• Identify and communicate urgent tasks to team leaders and PI handlers.
• Request and subsequently manage CRU certificates and notify DWP upon settlement/closure.
• Manage through to settlement - Tariff only whiplash claims with or without associated losses; to include running medical assessment through COA or valuing against defined matrix.
• Provide ad hoc support to PI claims handlers and team leaders.
• To adhere to and consider all regulatory requirements at all times, including consumer duty DPA and AML
• To be compliant with health and safety policies at all times.
• To ensure compliance with company and other relevant standards/regulations at all times.

Job Requirements

• Minimum of Grade 12/Matric qualification of equivalent NQF level 4 qualifcation
• Experience of working in an administrative role
• Previous experience in the motor insurance industry
• Experience of working in a insurance claim’s environment preferred

Required Skills

• Excellent time management and organization skills with the ability to prioritize own work
• Good level of communication skills, both verbal and written
• Good Microsoft Office Skills (outlook, Word, Excel)