Key Responsibilities: 

As the Team Leader, you will:

• Monitor and manage claims activities to ensure claims are handled accurately and timeously and in accordance with processes and procedures.
• Reporting of claims and claim follow-ups in accordance with agreed processes.
• Completing of month end processes
• Ensure compliance with regulatory standards.
• Ensure that monthly campaigns are managed and completed successfully.
• Daily monitoring and reporting on the Robotic Process Automation (RPA) active projects.
• Daily measurement of team’s performance and reporting.
• Manage the outstanding debt protection (ODP) policies.
• Liaise with internal external stakeholders and insurers to ensure smooth service delivery.
• Handle all escalated claims, complaints and cancellations.
• Manage the retention team, retention efforts and cancellation ratio of policies.
• Complete special exercises on cancellations and retentions.
• Identify compliance risk and recommend corrective action
• Implement and monitor corrective measures to minimise compliance risk
• System testing according to new releases.
• Ensure the resolution of all audit items in the Customer Service department
• Recruitment, selection, and onboarding of new employees.
• Proactive performance and consequent management
• Facilitate on the job training as and when required.
• Implement disciplinary processes and reward/recognition initiatives.
• Coach and mentor the team to drive continuous improvement.

Qualifications and Experience

• National Senior Certificate (Matric)
• Regulatory Exam (RE 5)
• FSCA-recognized qualification on NQF Level 4
• 2-3 years’ claims experience within the short-term insurance industry, in a Contact Centre environment
• 2-3 years’ experience in a supervisory role 
• Valid Driver’s License (manual transmission)