Team Manager: Claims Administration - Johannesburg, Parktown at PPS

Job Advert Summary    

• A leadership role, reporting to the Senior Operations Manager. This role will be responsible to ensure that the reporting staff members understands and satisfies the customer requirements and will be responsible to create a culture of service. All Claims documents, Queries, and financial assessments to be accurately done and within SLA.
• The focus is to deliver high standards of service to customers by making the most effective and efficient use of operations staff and technology resources. To meet these responsibilities, the team manager must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.

Minimum Requirements    
Education:

• Bachelor's degree in business administration or a related field
• Honours Degree will be advantageous

Experience:

• 7+ years Back Office/Customer service experience
• 4 -5 years claims administration experience
• 5 + years management /supervisor experience
• Industry experience will be advantageous

Knowledge and Skills:

• Strong communication skills (written & verbal).
• Strong networking and relationship building (Internal & external).
• Service driven, with a focus on accuracy and quality of information delivered within service levels.
• Strong attention to detail.
• A strong work ethic and a drive to exceed expectations.
• Strong analytic and problem-solving skills.
• Adaptability to different stakeholders, audiences, and environments.

Competencies:

• People Management.
• Adapting and responding to change.
• Commercial Acumen.
• Persuading and Influencing.
• Deciding and Initiating Action.
• Collaboration.

Duties and Responsibilities    
People Management

• Provide team leadership (setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal) to ensure that the highest level of performance is achieved and by monitoring, and managing the Service Level Agreement.
• Create a healthy and enabling organizational culture and climate, so that all employees can perform to their full potential and overall business performance is maximized.
• Creates an environment where people are encouraged to take ownership and use their initiative to find the best way of implementing plans.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Responsible for ensuring the administrators have the knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively (first time resolution). Validate that training programs are adequate to provide the individual with solid product and service knowledge, as well as customer handling skills.
• Administrator Performance: The performance of individuals is essential to the success of a Claims Admin team. Team managers are responsible for recruiting, training, managing, and monitoring agents so that they have the skills and knowledge to meet the service standards consistently.

Process optimization and efficiencies

Duties include working with cross-functional teams to deliver exceptional service to all intermediaries/customers according to the published service levels and quality standards.

• The role will act as a brand manager for intermediary’s interactions.
• Cultivate a performance driven team collaborating with support- and other operational teams
• The candidate must have a willingness to work non-standard business hours.
• Resource Balancing: The manager is responsible for using those resources efficiently and cost-effectively.

Stakeholder Management

• Cultivate a performance driven team collaborating with support- and other operational teams.
• Build and maintain relationships with internal and external clients and stakeholders.
• Collaborate effectively with peers to achieve business results.

Risk and Compliance (Reporting)

• Compiling monthly departmental reports to expose operational opportunities and risk management in the back office.
• Identify trends in customer request & complaints and train consequences thereof into the team.

Closing Date    
2023/08/07