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    Commercial Claims Team Leader - Johannesburg, South Africa - Energy at Work Projects

    Energy at Work Projects
    Energy at Work Projects Johannesburg, South Africa

    Found in: Talent ZA C2 - 2 days ago

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    Full time
    Description

    CAREER OPPORTUNITY
    An exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion.

    JOB DESCRIPTION
    Duties and Responsibilities:

    • Deliver exceptional client service that exceeds customers' expectations through proactive, innovative, and appropriate claims handling.

    • Handling of performance related issues and disciplinary matters.

    • Manage, support and developing a team of people to ensure service delivery and performance management applied consistently.

    • Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.

    • Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.

    • Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.

    • Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.

    • Meeting of set deadlines.

    • Managing team's task adherence (diary, message, and email management)

    • Monitoring immediate first call resolution within the claims department.

    • Management of outstanding claims monthly. (Outstanding listings)

    • Authorise and validate claims that does not fall in the staff mandate.

    • Ensure compliance in terms of "Under Supervision" and record keeping.

    • Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries.

    • Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.

    • Auditing of claims within your team monthly

    • Monitor equal distribution of claims.

    • Analyse training needs: identify possible problem areas and change weakness into strength.

    • Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head

    • Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.

    • Provide policy wording interpretation.

    • Courteous and professional attendance to telephonic queries.

    • Deliver strategic results in term of the Vision and Mission.

    • Align own behaviour with the organisation culture and values.

    • Demonstrate commitment toward the team and participate in building team culture.

    • Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation.

    • Identify and recommend enhancements to processes.

    • Monitoring of call pause procedures and availability within the department together with managing the contact centre.

    • Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures.

    • Comply with corporate governance policies, procedures, and standards.

    • Manage own development to increase own competencies.

    • Must fully understand the Complaints Process and Procedures.

    QUALIFICATIONS AND EXPERIENCE
    Qualifications

    Minimum Requirements:

    •Matric is an essential requirement

    •FAIS Credits (as per FAIS requirement)

    •Must be Fit & Proper in terms of the FAIS Act

    •Regulatory Exam: Representatives

    •Must not be debarred with FSCA

    Work Experience
    Minimum Requirements:

    •Minimum of 5 -10 years' experience: Commercial claims experience with all types of Motor and Non-Motor claims in the short-term insurance industry.

    TECHNICAL COMPETENCIES

    Minimum Requirements:

    •Advanced proficiency in MS Office – Excel, Word, PowerPoint.

    •Internet savvy.

    •Tech understanding.

    •Sound knowledge of Insurance principles.

    •Ability to summarise, analyse and evaluate data.

    •Ability to implement new processes.

    •Comfortable to work in a fast paced, constant changing environment, with new technology and tools.

    ATTRIBUTES
    Attributes required for the position include and are not limited to:

    • Leadership and management

    • Planning, organising, follow up (time management)

    • Stress tolerance, resilience

    • Client service orientation

    • Attention to detail

    • Sound interpersonal and communication skills with the ability to relate at all levels

    • Telephone etiquette

    • Decision-making skills (with regards to claims)

    • Excellent communication skills (verbal, listening skills and written)
    ABOUT THE COMPANY
    Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa's top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.
    As a short-term insurance administrator, we provide a dedicated service to professional brokers in delivering on their clients' business or professional insurance needs.
    Applicants must have the following:

    • Clear ITC

    • Clear criminal record

    • Excellent previous employment references.
    Our values are Excellence, Integrity, Fairness.
    Our Vision is to be the leading digital technology and integration platform for short-term insurance.

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