Johannesburg: Commercial Claims Team Leader (X1) posted by Energy at Work Projects

CAREER OPPORTUNITY
An exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion.

JOB DESCRIPTION
Duties and Responsibilities:
Deliver exceptional client service that exceeds customers expectations through proactive, innovative, and appropriate claims handling.
Handling of performance related issues and disciplinary matters.
Manage, support and developing a team of people to ensure service delivery and performance management applied consistently.
Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.
Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.
Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
Meeting of set deadlines.
Managing teams task adherence (diary, message, and email management)
Monitoring immediate first call resolution within the claims department.
Management of outstanding claims monthly. (Outstanding listings)
Authorise and validate claims that does not fall in the staff mandate.
Ensure compliance in terms of “Under Supervision” and record keeping.
Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries.
Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.
Auditing of claims within your team monthly
Monitor equal distribution of claims.
Analyse training needs: identify possible problem areas and change weakness into strength.
Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head
Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.
Provide policy wording interpretation.
Courteous and professional attendance to telephonic queries.
Deliver strategic results in term of the Vision and Mission.
Align own behaviour with the organisation culture and values.
Demonstrate commitment toward the team and participate in building team culture.
Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation.
Identify and recommend enhancements to processes.
Monitoring of call pause procedures and availability within the department together with managing the contact centre.
Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures.
Comply with corporate governance policies, procedures, and standards.
Manage own development to increase own competencies.
Must fully understand the Complaints Process and Procedures.

QUALIFICATIONS AND EXPERIENCE
Qualifications

Minimum Requirements:
Matric is an essential requirement
FAIS Credits (as per FAIS requirement)
Must be Fit & Proper in terms of the FAIS Act
Regulatory Exam: Representatives
Must not be debarred with FSCA

Work Experience
Minimum Requirements:
Minimum of 5 -10 years experience: Commercial claims experience with all types of Motor and Non-Motor claims in the short-term insurance industry.

TECHNICAL COMPETENCIES

Minimum Requirements:
Advanced proficiency in MS Office Excel, Word, PowerPoint.
Internet savvy.
Tech understanding.
Sound knowledge of Insurance principles.
Ability to summarise, analyse and evaluate data.
Ability to implement new processes.
Comfortable to work in a fast paced, constant changing environment, with new technology and tools.

ATTRIBUTES
Attributes required for the position include and are not limited to:
Leadership and management
Planning, organising, follow up (time management)
Stress tolerance, resilience
Client service orientation
Attention to detail
Sound interpersonal and communication skills with the ability to relate at all levels
Telephone etiquette
Decision-making skills (with regards to claims)
Excellent communication skills (verbal, listening skills and written)
ABOUT THE COMPANY
Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africas top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.
As a short-term insurance administrator, we provide a dedicated service to professional brokers in delivering on their clients business or professional insurance needs.
Applicants must have the following:
Clear ITC
Clear criminal record
Excellent previous employment references.
Our values are Excellence, Integrity, Fairness.
Our Vision is to be the leading digital technology and integration platform for short-term insurance.