Team Leader, Accident & Health Claims at Standard Bank Group

Job Description

To oversee the management Call Centre based claims area nationally for Accident and Health, and to ensure that the set key deliverables such as cost containment and customer service levels are met and ensure that the Claims Fulfilment team remains dynamic and continues to share a common goal of exceeding customer expectations by keeping them informed and timeously settling claims, whilst applying risk management principles.
To ensure that the Claims Fulfilment team remains dynamic and continues to share a common goal of exceeding customer expectations by keeping them informed and timeously settling claims, whilst applying risk management principles. Conducting all performance appraisals in terms of the agreed performance targets as stipulated in the performance contracts, including one on one discussion to be held every end of the month, Managing the performance of the consultants and dealing with any identified gaps through coaching and/or any other suitable performance management improvement tools.
Keeping an accurate record of the performance and development plans of the individual consultants in their personal files.

Qualifications

Minimum Qualifications
Type of Qualification: Secondary/High school/A levels/Matric
Field of Study: Minimum of relevant Short Term Insurance FAIS Qualification

Experience Required
Client Coverage

• Minimum of 6 years’ experience in short term insurance.
• Minimum of two years relevant Short term insurance claims experience in a management capacity/leadership role. 
• Minimum of two years management / leadership of an Insurance call centre 
• Broad and sound insurance background on Personal lines Insurance cover and claims.
• Knowledge and full understanding of short-term insurance product, underwriting and claims handling.
• Knowledge and full understanding of claims processing of Accident and Health Claims
• Understanding of trend analysis and management information systems.

Additional Information

Behavioral Competencies:

• Detail orientated
• Articulating Information
• Challenging Ideas
• Convincing People
• Interpersonal skills 
• Ability to build and maintain relationships
• Ability to work independently and under pressure 
• Problem solving abilities and queries and make suggestions
• Ability to foster a culture of inclusion
• Motivates individuals by empowering them
• Analyses and processes information
• Strives to achieve outstanding results

Technical Competencies:

• Computer literacy e.g. Microsoft Office, Excel
• Financial and accounting skills.
• Business acumen.
• The knowledge and understanding of how insurance claims are managed and processed.
• Knowledge and understanding of the range of insurance products and services available in the market and how that can be used to meet clients needs.
• Knowledge and understanding of the information gathering process, the factors that affect the accepting and underwriting of risks and how these are applied on a day-to-day basis