Areas of responsibility may include but not limited to

• Teamwork, self-management and alignment with Discovery values.
• Ongoing team member support, goal setting, training, coaching and motivating
• Team coordination and capacity planning
• Ensure the Team is in line with company procedures and manage performance
• Enable team to trouble shoot queries
• Weekly Team discussion to identify challenges and solve same, as well as identify and improve operational inefficiencies
• Monthly individual check-ins
• Daily claims approval outside the team’s mandate
• Manage daily/weekly/monthly controls to ensure process is followed and targets/SLA’s are met
• Quality audits on claims and calls
• Escalated query handling from various stakeholders
• Build relationships with the various Stakeholders
• Accurate, timely administration and reporting

Behavioural Attributes And Skills

• Strongly customer service-focused
• Excellent relationship building skills
• Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively (critical)
• Conflict handling skills
• Analytical and attentive to detail
• Resourceful problem solver
• Systematic and organized with an ability to plan and prioritize effectively
• Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
• Good team player
• Results and deadline-driven
• Quick learner
• Excellent people management skills

Knowledge

• Technical knowledge and understanding of short term insurance
• Broker knowledge and understanding

Qualification

• Matric (inclusive of mathematics will be advantageous)
• Degree (Advantageous)

Experience

• 2 – 5 years’ minimum short-term insurance claims experience
• 1 years’ minimum short-term insurance team leader experience in a call centre environment