JOB PURPOSE

Successfully implement all directives, policy and procedures according to the operational plan by providing support and sharing knowledge and skills to the team assigned to them to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

• Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results. Ensure that team members execute work activities on time in accordance with the required operational and quality standards. Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up?to?date and current information.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation’s policies and procedures and/or relevant regulatory codes and codes of conduct, rectify non-conformance and variances within the team as a high priority, and report and escalate issues as appropriate.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation’s strategy, mission and vision; motivate people to achieve local business goals. Support team members by sharing knowledge, information and problem-solving recommendation to achieve the required operational results.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports. Collect and submit reports specific to team data as part of the Management Control System.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements. Identify, assign, and follow?up on work activities of team members in accordance with operating procedures to contribute the management control system.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation’s performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.

Customer Relationship Management (CRM) Data

• Monitor team members’ use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Customer Management

• Help senior colleagues manage customer relationships by using relevant operational systems.

Customer Service

• Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS recognised qualification (Advantageous); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); STI Qualification (Advantageous)

EXPERIENCE

General Experience

• 3 to 4 years experience in an admin related role (Essential) Experience in a recoveries and third party liabilities environment (Advantageous ); 2 years experience in claims and policy/customer services environment (Advantageous)

Managerial Experience

• 3 or more years experience managing/ supervising others (Essential);