Manager Claims Australia, Johannesburg

## Manager Claims AustraliaApplylocations:

Gauteng, Johannesburgtime type:

Full timeposted on:

Posted Todaytime left to apply:

End Date: June 30, 2026 (30+ days left to apply)job requisition id:

JR104877## **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.****Job Purpose**Manage the Claims and Customer Services teams. Ensure effective delivery of

service to all levels of inbound and outbound customer interactions. Implement

operational plans to assist in achieving the required operational results and

maintain effective relationships with internal and external stakeholders.**Responsibilities**Leadership and Direction

Collaborate, create and communicate the tactical plan and

action needed to execute the function's strategy and

business plan within the team; explain the relationship to the broader

organisation's mission, vision and values; motivate people to commit to these

and to doing extraordinary things to achieve local business goals.

Customer Service and Claims

Manage a medium-sized customer service and claims area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

Manage within the team, the effective and efficient client queries and complaints.

Review the customer services and claims process and metrics. Ensure clients

are treated according to the TCF principles; between managers, reps and

clients.

Operations Management

Oversee and manage different teams in the services and

claims department. Ensure the operational function is in line with company

goals, objectives, policies and procedures. Implement, drive and monitor group

strategy and operational efficiency.

Performance Management

Manage and report on the performance of a substantial, diverse team; set

appropriate performance objectives for direct reports and hold them accountable

for achieving these; take appropriate corrective action where necessary to

ensure the achievement of annual business objectives. Ensure the right skill

level, experience, qualifications of people are aligned to support service delivery,achieving production and performance targets at all times.

Organisational Capability Building

Use the organisation's formal development framework to

identify the team's individual development needs. Plan and implement actions,

including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide

formal and informal training or coaching to managers and

others throughout the organisation in own area of expertise to enable others to

improve performance and fulfill personal potential.

Stakeholder Engagement

Build and maintain effective relationships with all internal and external

stakeholders. Ensure alignment of business practices with the external

stakeholders.

Identify and manage stakeholders up to management level, finding out their

needs/issues/concerns and reacting to these by leading and coordinating the

development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting

Prepare and coordinate the completion of various data and analytics reports.

Ensure accurate management information by analysing trends and providing day to day and monthly reports to business.

Improvememt / Innovation

Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.

Operational Compliance

Monitor and review performance and behaviors within area of responsibility to

identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.

Personal Capability Building

Develop own capabilities by participating in assessment and development

planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve

performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing

education, attending conferences, and reading specialist media.

Customer Relationship Management (CRM) Data

Ensure that team lead and direct reports maintain up-to-date customer

relationship management data, identifying and resolving issues to ensure that

the organisation has quality data to enable effective customer retention and

business development activities.

Budgeting&Costing

Track budgets and implement tactics when there is a

deviation from the budget and ensure operational costs

remain within budget, while upholding service delivery

standards.

Work Scheduling and Allocation

Develop short- or medium-term work schedules in order to

achieve planned commitments. Approve or liaise with

different areas in the business to acquire and use different

resources as needed. Ensure adequate work allocation to

the correct resource skill in order to achieve client

satisfaction.**Education**Matric / Grade 12/ SAQA Accredited (Essential) (Required)**Experience**6 - 8 years experience in a claims and call centre environment (Essential); Experience in a Financial Services Industry (Advantageous); Experience with Avaya

related system (Advantageous). 4 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)## **Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.**#J-18808-Ljbffr