Team Leader FNOL Motor at Old Mutual South Africa

Job Description

To effectively manage the designated Claims Contact Centre area and ensure containment of claims spend and provide excellent service in setting a culture of best practice within mandated responsibility.

• Strategic
• Customer
• Collaboration
• Leading with Influence
• Innovation
• Personal Mastery
• Executing

Execute on the full role of Claims Ambassador to ensure contribution to the achievement of the business strategy and ease of doing business.

• Ensure Contact Centre operational effectiveness by ensuring Contact service levels are maintained at acceptable levels.
• Continuously improve claims service, assist in management of claims spend and contain the average cost of claims
• Manage and track claims service, quality control and delivery effectively
• Reduce/maintain turnaround time of claims registration
• Analyse query and complaints trends and suggest solutions
• Ensure compliance of claims/operation systems or procedures
• Act as claims technical advisor by educating the broker, client and staff about claims processes and procedures
• Control claims effectively by monitoring accuracy of data
• Manage and control outstanding recoveries
• Identify, control, manage and minimise operational risks and claims leakage
• Monitor and control aggregates
• Prepare periodic reports and presentations on project progress, issues and progress against timeline reports / updates.
• Identify problem areas within the claims service value chain and to find suitable solutions
• Measure and track claims service delivery effectively
• Ensure effective implementation and compliance of claims/operational systems or procedures
• Assist in ad-hoc tasks or requirements i.e.: register an urgent claim, as specified by claims processing regional manager
• Analyse query and complaints trends and suggest solutions

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery

Manage quality people practices

• Track and resolve operational and performance variations
• Develop and encourage strong teamwork

• Identify potential inter-departmental problems and escalate them to higher levels
• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path.
• Inducting people into the specific team and job-related issues

Experience, knowledge & skills required

• Grade 12 and COP
• Commercial or Business Degree will be an advantage
• 3 years Short Term Experience in Claims Contact Centre environment
• 2 years’ experience in end to end claims processing
• People management experience an advantage

Competency Descriptors

• Strategic: Can understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.  Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Closing Date

07 April 2023