Team Manager - Short Term and Life Claims

SUMMARY:
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POSITION INFO:

Job Details:

Title: Team Leader – Short Term and Life Claims

Location: Pretoria East

Permanent: Yes

Full time: Yes

Industry: Insurance

Salary / CTC: R 30 000 – R 45 000

Reports to: Claims Manager

Job Description:

The Short Term and Life Claims Team Leader is responsible for leading and managing a team of claims professionals handling both short-term and life insurance claims. The role involves overseeing the end-to-end claims process, ensuring timely and accurate claims adjudication, providing guidance and support to team members, and fostering a culture of continuous improvement and client-centricity.

Roles and Responsibilities:

Managing the team:

• Lead, mentor, and motivate a team of claims professionals handling short-term and life insurance claims.
• Provide ongoing coaching, feedback, and performance evaluations to team members to ensure high performance and professional development.
• Foster a collaborative and supportive team environment conducive to achieving departmental goals and objectives.

Claims management:

• Oversee the end-to-end claims process for both short-term and life insurance claims, ensuring adherence to company policies, procedures, and regulatory requirements.
• Review and approve complex or escalated claims, providing guidance and assistance to team members as needed.
• Monitor claims metrics and performance indicators to identify trends, address issues, and implement process improvements to enhance efficiency and client satisfaction.

Customer Service Excellence:

• Champion a client-centric approach to claims management, prioritising prompt and empathetic resolution of client inquiries and concerns.
• Collaborate with other departments, such as Client Services and Underwriting, to streamline processes and enhance the overall client experience.
• Address escalated client complaints or inquiries in a timely and professional manner, striving to exceed client expectations and uphold the company's reputation for excellence.

Training and Development:

• Facilitate cross-training opportunities to promote versatility and proficiency across different types of claims.

Quality Assurance and Compliance:

• Conduct regular audits and quality reviews of claims files to ensure accuracy, consistency, and compliance with company standards and regulatory requirements.
• Identify areas for improvement and implement corrective actions or process enhancements to mitigate risks and strengthen controls.
• Collaborate with the Compliance and Legal department to address regulatory inquiries, audits, or investigations related to claims management.

Qualifications:

Minimum Qualifications

• Matric
• RE5
• Full FAIS qualification

Minimum Experience

• 5 Years of experience in a claims management role within the insurance industry, with demonstrated expertise in handling both short-term and life insurance claims.
• Must have short term claims experience in building insurance and home content insurance.

Knowledge

• Thorough understanding of insurance principles, policies, and regulations governing short-term and life insurance claims.

Personal Attributes

• Strong leadership and team-building skills, with a focus on fostering a positive and inclusive work environment.
• Client-centric approach, with a genuine passion for delivering exceptional service and building lasting relationships with clients and stakeholders.
• Strong analytical and problem-solving skills, with the ability to assess complex claims situations and make sound decisions.
• Results-oriented mindset, with a commitment to achieving departmental goals and driving continuous improvement.
• Integrity, professionalism, and a commitment to upholding ethical standards and compliance with regulatory requirements.
• Adaptability and resilience in managing competing priorities and navigating challenges in a dynamic insurance environment.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interact with customers and stakeholders at all levels.
• The incumbent may be required to perform job related tasks other than that which is specified in this job description. This job description is subject to regular review.