Team Lead: Claims

In brief

**Overview** This role at Telesure Investment Holdings (TIH) is for a Team Lead: Claims. The primary purpose of this position is to manage, coach, and guide a team, ensuring individual contributors are performing against targets. This involves reviewing their performance and coaching them to achieve required operational results. **What you will do** * Manage, coach and guide a team. * Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results. * Supervise a team/ teams within the Contact Centre to drive outcomes needed to be effective and efficient. * Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build them capabilities. * Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential. * Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. * Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues. * 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. * Ensure effective customer relationships and maintain customer satisfaction at all times. * Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals. * Respond to personal objectives and use performance management systems to improve personal performance. * Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. * Help manage customer relationships by using relevant systems. * Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports. * Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them. * Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. * Respond to requests and escalated requests using telephonic conversation or emails internal and external stakeholders. * Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. * Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. **Requirements (from the original advert)** * **Education:** Matric / Grade 12/ SAQA Accredited Equivalent Essential; Financial Sector Conduct Authority FSCA competency requirements: FAIS recognised qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA where applicable Essential. * **Experience:** 3 or more years experience in a claims environment within the insurance industry Essential; Experience in a call centre environment Essential. 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes Essential. **Who should apply** Candidates should possess a Matric/Grade 12 or SAQA Accredited Equivalent and meet the Financial Sector Conduct Authority (FSCA) competency requirements, including relevant FAIS recognised qualifications or regulatory examinations. Applicants must have a minimum of 3 years of experience in a claims environment within the insurance industry, along with experience in a call centre setting. Additionally, at least 1 year of experience in supervising and directing people and resources to achieve results within specific timeframes is essential. The ideal candidate will be capable of team management, coaching, performance monitoring, customer relationship management, data analysis, and ensuring operational compliance. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/team-lead-claims-telesure-investment-holdings-tih-2 Source: myjobmag

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