Annuity Claims Team Leader at Discovery Limited

Key Purpose

• The primary function of this role is manage GEP team ensuring that the team performs optimally. You will be expected to support, mentor, coach your direct reports and manage day to day operations.

Areas of responsibility may include but not limited to

• Monitor team performance and activities to ensure smooth running of business processes and outputs
• Empower employees to take accountability for the targets agreed upon to ensure high service levels.
• Leading, motivating, development, coaching, training to optimize staff performance
• Accurate assessment, investigation, validation, and calculations of benefits payable in accordance with the goals, objectives, processes, and standard operating procedures
• Manage complaints, escalations, queries of clients to ensure high levels of service are adhered to
• Plan appropriately to ensure that business processing is not disrupted to achieve an efficient team
• Manage projects relevant to annuities team to ensure delivery within the agreed timeline
• Build and maintain with relationships at all levels service providers and internal departments to enhance organizational effectiveness and efficiency
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence.
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve the team’s outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity, incident reporting and non-disclosure
• Quality auditing of the team’s work
• Maintains, report, arrange, organize and update the filing systems and procedures
• Responding to queries ensuring they are resolved timeously and effectively and managing workflow
• Data analysis and reporting to various stakeholder
• Client meetings
• Reconciliation of claims
• Identify trends and ensuring appropriate controls are put in place

Personal Attributes

• Analytical and problem solving
• Good written and verbal communication
• Customer Focus
• Interpersonal Savvy
• Innovation
• Integrity
• Attention to detail
• Planning, prioritising and organising
• Team Work/Collaboration
• Stress Tolerance

Education and Experience

• Matric with Mathematics – Essential
• Tertiary Diploma or Degree – Advantageous
• COP and Intermediate Certificate (Retirement Funds II) – Advantageous
• Intermediate - Advanced proficiency on MS Office (Excel, Outlook, Word) - Essential
• Knowledge of the Group Life Product – Advantageous
• 2 – 3 years of GEP claims experience
• Experience in Employee Benefits/Group Risk Claims – Advantageous
• 1 – 2 years of working experience in leading and managing staff – Advantageous