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
• Must have International Motor Insurance Experience, preferably UK experience
  Must have Policy/Counter Fraud experience
• Must have a minimum of 6 months SME/TL Experience 
• Intermediate Excel skills is essential
• 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