Areas of responsibility may include but not limited to

• Monitor team performance and activities to ensure smooth running of business processes and outputs
• Empower employees to take accountability for the targets agreed upon to ensure high service levels.
• Leading, motivating, development, coaching, training to optimize staff performance
• Accurate assessment, investigation, validation, and calculations of benefits payable in accordance with the goals, objectives, processes, and standard operating procedures
• Manage complaints, escalations, queries of clients to ensure high levels of service are adhered to
• Plan appropriately to ensure that business processing is not disrupted to achieve an efficient team
• Manage projects relevant to LumpSum team to ensure delivery within the agreed timeline
• Build and maintain with relationships at all levels service providers and internal departments to enhance organizational effectiveness and efficiency
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence.
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve the team’s outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity, incident reporting and non-disclosure
• Quality auditing of the team’s work
• Maintains, report, arrange, organize and update the filing systems and procedures
• Responding to queries ensuring they are resolved timeously and effectively and managing workflow
• Data analysis and reporting to various stakeholder
• Client meetings
• Reconciliation of claims
• Identify trends and ensuring appropriate controls are put in place
• Assist with audits and appropriate responses to audit queries.
• Managing projects.
• Produces new ideas, approaches or insights. Produces range of solutions to problems and do root cause analysis. Effective decision-making by “out of the box” thinking and weighing up risks involved.
• Understanding, application and meeting of ISO 9001 requirements
• Assist with Actuarial data validation checks and queries
• Collaboration with Technical team , could include building system requirements, system project implementation
• Sets appropriate standards of behaviour and outputs.
• Ensure that the claims process is accurate, compliant, and abreast with regulatory frameworks such as, Long Term Insurance Act, Rules of the Discovery Life Plan Guide.
• Ensure regular, comprehensive and appropriate management reports are generated for submission to line manager and the broader business.

Personal Attributes

• Analytical and problem solving
• Communication Skills: able to communicate clearly both verbally and in writing.
• Reporting Skills: ability to consolidate information and compile reports reflecting the necessary relevant information
• Ability to communicate logically and objectively is essential components of this role.
• Expresses opinions, information and key points of an argument clearly.
• Probes for further information or greater understanding of a problem.
• Relates well to people at all levels.
• Customer Focus
• Interpersonal Savvy
• Innovation
• Integrity
• Attention to detail
• Planning, prioritising and organising
• Team Work/Collaboration
• Stress Tolerance
• Application of theory to practical processes

Education and Experience

• Matric with Mathematics – Essential
• Tertiary Diploma or Degree – Advantageous
• COP and Intermediate Certificate (Retirement Funds II) – Advantageous
• Intermediate – Advanced proficiency on MS Office (Excel, Outlook, Word) – Essential
• 3 – 5 years operational leadership and management experience – Advantageous.
• 3 – 5 years Employee Benefits / claims process experience (Group Risk claims experience advantage).
• Relevant Industry Qualifications – Introduction to Retirement Funds COP – Essential.
• MS Office – Advanced Excel skills, Accounting, People management, operational processes and process mapping.
• Full compliance and legislative universe relating to employee benefits.