Job Objectives

Operational

• Ensure accurate and timely acknowledgment and settlement of risk claims in compliance with processes, procedures, reinsurance treaties, and regulatory requirements.
• Communicate claims clearly and promptly, ensuring acknowledgment within 48 hours and providing regular updates to clients/claimants throughout the claims process.
• Prepare and issue monthly client claim reports within specified service level agreements for administration meetings.
• Participate in meetings, contributing to discussions and decisions from a servicing strategy perspective.
• Serve as the second-in-command to the Supervisor, assisting with daily and monthly reporting tasks.
• Maintain standards in accordance with processes, procedures, and regulatory requirements.
• Resolve queries and complaints, including supplier claims, GRVs, and unpaid invoices, within SLA.
• Assist with project work, processes, and operational functions as needed.
• Develop contingency plans for operational requirements.
• Process and follow up on claims from warehouse/buyers, ensuring equitable distribution and assignment based on workload.
• Log price claims and oversee the claims prioritization process.
• Facilitate the ex-gratia claims process by preparing requests with the necessary information and evidence.
• Assist with claim receipt when operations require.
• Ensure all claims are assigned, logged, and monitored.
• Follow up on supplier claims and update relevant documentation.
• Monitor resolved claims awaiting upliftment and manage manual PQC claims.
• Verify proper packing of claims and conduct checks before handover to drivers.
• Assist with customer returns during peak times and clerk absences.
• Review B2B orders before updating credit notes.
• Ensure the pick-up slip register is up-to-date.
• Perform stock adjustments and destruction verification checks as required.
• Assist with logging IT incidents.
• Manage stationery and packaging orders for the returns department.

Staffing

• Responsible for monitoring, controlling, and reporting on the KPIs of the Returns area.
• Plan and facilitate multi-skilling and in-house training for employees.
• Ensure adequate staffing levels and manage leave, schedule changes, and overtime submissions to the People Team.
• Monitor staff performance and provide feedback to the supervisor.

Qualifications

Essential

• Matric qualification

Experience

Essential

• 2+ years of relevant team leader or leadership role experience.

Knowledge and Skills

• Good understanding of returns and claims processes.
• Diligently attends to details and pursues quality in accomplishing tasks.
• Excellent communication and interpersonal skills.
• Strong organisational and time management skills.
• Computer literate- MS Office 365.
• Hands-on commitment to getting the job done.
• Knowledge of warehouse systems such as Pos-i-Till.
• Proven ability to direct and coordinate operations.
• Strong ability to multitask, resolve complex problems, and perform consistently under pressure and work without supervision.