JOB PURPOSE
Deliver and support sound quality of claims decision making, prevent fraud and
manage expenditure through the validation of claims by using expert abilities in
various fields of investigation. Ensure individual contributors are performing
against targets, while reviewing their performance and coaching them to do so in
order to assist in achieving the required operational targets.
Responsibilities
Needs Assessment
Explore issues or needs, establishing potential causes and barriers as well as
related issues.
Supervise and guide the validation and investigation of claims and applying
expertise, utilizing resources (e.g. police, supplier etc.) and interviewing
customers as well as other parties.
Analyze specific problems and issues to
find the best solutions. Solutions could be technical or professional in nature.
Performance Management
Respond to personal objectives and use performance management systems to
improve personal performance. Monitor the performance and productivity of the
team; allocate work and review completion, take appropriate corrective action to
ensure timeliness and quality; contribute to formal individual performance
management and appraisal.
Organizational Capability Building
Use the organization's formal development framework to identify the team's
individual development needs. Plan and implement actions to build their
capabilities. Provide training or coaching to others in own area of expertise to
enable others to improve performance and fulfill personal potential.
Data Collection & Analysis
Ask questions, collect data from a variety of sources, analyse information and
decide the best course of action.
Provide guidance and make decisions according to established criteria to ensure
standardization across the organisation by accurately administrating and
underwriting claims.
Work Scheduling and Operational Compliance
Contribute to optimize work practices and procedures by maintaining an
acceptable workload in order to get the job done, coordinating with support
services.
Ensure claims are finalized within the set parameters (turnaround time, terms
and conditions applied accurately).
Customer Service
Act as first-line supervisor of a team providing customer service support, and
play a key role in helping to achieve targets in areas such as productivity or
turnaround times. Deal with most complex and valuable issues.
Uphold agreed service level agreements and ensuring customer satisfaction and
retention.
Operational Compliance
Maintain and renew a knowledge and understanding of the organization's
policies and procedures and of relevant regulatory codes and codes of conduct,
and ensure own work adheres to required standards.
Identify, within the team, patterns of non-compliance with the organization's
policies and procedures, and with relevant regulatory codes and codes of
conduct, taking appropriate action to report and resolve these and escalating
issues as appropriate. Highlight shortcomings in compliance processes, systems and procedures and
suggest and develop ad hoc improvements. Work is focused on an assigned unit
or discipline.
Stakeholder Engagement
Effectively build, maintain and manage relationships with service providers and
suppliers, colleagues, internal and external customers.
Leadership and Direction
Explain the local action plan to support team members in their understanding of
what needs to be done and and how this relates to the broader business plan
and the organization's strategy, mission and vision; motivate people to achieve
local business goals.
Administration
Produce, update and provide best practice support to Loss Adjustors on the
claims administration process and other departmental systems, in line with
claims policy, rules and SLAs.
Ensure accurate administration and underwriting of claims.
Maintain an acceptable claims expenditure ratio by finalizing and adjusting
claims accurately.
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 understanding of relevant
technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.
EDUCATION
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
Regulatory Examination (Essential); Science (Mechanical / Physical),
Mathematics and African Language (Advantageous); Relevant diploma or
qualification for the role; for example Forensic Investigation Diploma / Insurance
Institute qualification (Advantageous)
Experience
General Experience
5 or more years work experience in any investigative work/ police / forensic /
audit (Essential)
Managerial Experience
2 to 3 years experience of supervising and directing people and other resources
to achieve specific end results within limited timeframes (Essential)
Additional Information
SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and
its subsidiaries with certified evidence that their qualification(s) meet the
equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or
confirm that you are working towards meeting the competency requirements.
You further consent to the relevant information being verified.
#NZ