Manager Claims Australia, Johannesburg

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 fulfil 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 behaviours 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 fulfil 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).

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