Team Lead: Loss Adjusting at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues.
• Supervise and guide the validation and investigation of claims and applying expertise, utilizing resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance and productivity of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Organizational Capability Building

• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and decide the best course of action.
• Provide guidance and make decisions according to established criteria to ensure standardization across the organisation by accurately administrating and underwriting claims.

Work Scheduling and Operational Compliance

• Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services.
• Ensure claims are finalized within the set parameters (turnaround time, terms and conditions applied accurately).

Customer Service

• Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
• Uphold agreed service level agreements and ensuring customer satisfaction and retention.

Operational Compliance

• Maintain and renew a knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
• Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Highlight shortcomings in compliance processes, systems and procedures and suggest and develop ad hoc improvements. Work is focused on an assigned unit or discipline.

Stakeholder Engagement

• Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Administration

• Produce, update and provide best practice support to Loss Adjustors on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Ensure accurate administration and underwriting of claims.
• Maintain an acceptable claims expenditure ratio by finalizing and adjusting claims accurately.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory Examination (Essential); Science (Mechanical / Physical), Mathematics and African Language (Advantageous); Relevant diploma or qualification for the role; for example Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)

Experience

General Experience

• 5 or more years work experience in any investigative work/ police / forensic / audit (Essential)

Managerial Experience

• 2 to 3 years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)