Team Leader Group Risk Employee Benefits Administration – to work remotely from home (Cape Town or Johannesburg based

• Based in Johannesburg or Cape Town
• Own fibre internet (20 Mbps minimum) and loads shedding backup internet and power is a requirement
• Overseeing the administration of group risk business across various African territories
• Products, Systems, Processes and Procedures
• Reporting to the Relationship Manager
• Liaison with all internal and external service providers
• Team focused
• Operational servicing environment

OUTPUTS

• Support colleagues across the company to promote and constantly improve customer satisfaction.
• Support colleagues within own team by offering assistance when and where possible/required in order to build good team relationships and customer outcomes.
• Allocate and manage reporting staff workload.
• Set objectives for team members and ensure that they are met.
• Ensure all staff maintain the required level of competence through a program of ongoing training, development and resource planning.
• Provide team leadership through example.
• Communicate effectively with all team members whether verbal or written in order to eliminate miscommunication and misunderstandings.
• Provide and/or facilitate the necessary training for staff.
• Ensure that staff appraisals and development plans are in place.
• Monitor outstanding servicing (mail, register, etc.).
• Ensure accurate and timeous provision and update of information.
• Liaise with intermediaries, insurers and reassurers (where applicable).
• Attend meetings with various stakeholders as required.
• Assist with the audit of agreements (including reinsurance treaties), systems and processes.
• Ad-hoc projects as required.
• Monitor team performance and take corrective action where applicable.
• Ensure effective communication between all stakeholders.
• Monitor and increase customer service focus within the team.
• Monitoring of servicing trends and provide monthly management reports.
• Analyse customer needs and requirements.
• Resolve queries and complaints.
• Quality control

• Ensure proper conduct in daily activities and adhere to the company’s policies, compliance requirements and industry legislations as advised.
• Comply with all company policies as required such as attending workshops or training when required to do so.
• All processes to be executed in line with process guidelines and service level agreements. Outputs to be provided timeously and accurately.
• Delegation and management of all tasks (as and when servicing requests as well as recurring tasks), effective planning and utilization of resources.
• Checking of and/or approval of various system processes and outputs (including but not limited to installations, renewals, member and/or payroll uploads, claims, etc.).
• Assisting with and/or approving calculations or values (e.g. billing adjustments on annual schemes, claim values, sum insured and reinsured, etc.)
• Implementing an adequate planner for the team to ensure timeous engagement and servicing as required.
• Ensuring all system data is current and accurate, and managing all exceptions to resolution.
• Preparation and presentation of administration reports.
• Completion of or assisting with multinational data collection as required for renewal approval from the reinsurance pools and/or captives.
• Preparation of quarterly reports for management and/or board meetings.
• Checking quotations done by the team and ensuring correct loadings are applied before issuing to country insurers.
• Preparing quotation reports/tracking where necessary.
• Communicate with clients, service providers, sales team and other internal and external stakeholders in terms of queries, complaints or any other requirements in a timely, polite and professional manner.
• Build and maintain good relationships with all stakeholders.
• Liaise with auditors and/or the finance team for any administration-related audit or finance queries.
• Liaise with and assist the reinsurance administrator to reconcile the contents of the bordereaux received from in-country insurers.
• System testing when system changes are made.
• Assisting the administrators with system / user issues and differentiating those from actual system bugs which need to be logged with IT support.
• Logging issues with IT support and following these through to resolution.
• Develop an understanding of multiple treaties in territories and their purpose.
• Develop an understanding of the in-country insurer relationships to ensure seamless administration.
• Improving on or implementing processes to ensure a robust administration environment.
• Administration, process and/or system training where required (e.g. to partners, intermediaries, staff, etc.)

CUSTOMERS

• In-country insurers
• Intermediaries (global and local)
• Policyholders
• Insured members
• Beneficiaries
• Reinsurers
• Service Providers

COMPETENCIES

Qualifications and Experience

• Minimum of Grade 12 (Matric) with Mathematics
• BCom Advantageous
• Experience in an Africa-based insurance company is preferred with an understanding of in-country insurers, reinsurance arrangements, etc.
• Strong understanding of the financial services industry
• Experience in Group Risk a must
• Minimum of 5 years’ management experience in a policy administration servicing and claims assessment role

Skills

• Analytical skills
• PC Skills (Word, Excel, Outlook)
• Excellent communication (written and verbal)
• Leadership
• Excellent customer service skills
• Able to prioritise and manage own workload and assist others to prioritise their workload.
• Patience and ability to communicate with and build relationships with stakeholders and teams from different cultural backgrounds and where there may be language barriers.
• Ability to speak multiple languages will be an advantage.

Personal Attributes

• Integrity
• Organisational skills
• Good interpersonal skills
• Able to work under pressure
• Able to delegate without abdicating
• Reliable
• Achievement driven
• Results and action orientated
• Ability to deal with stressful environment and situations
• Well groomed
• Ability to present to various stakeholders

Ability to engage and build relationships with stakeholders from different backgrounds