Team Leader: Claims Support

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Plan for, implement and manage the Claims Strategic Plan within designated area. Contain of claims spend. Claims settlement in accordance with SLAs.

Continuously improve claims service, assist in management of claims spend and contain the increase in average cost of claims

• Manage and track claims service, quality control and delivery effectively
• Reduce/maintain turnaround time of claims
• Analyze query and complaints trends and suggest solutions
• Ensure compliance of claims/operation systems or procedures
• Act as claims technical advisor by educating the broker, client and staff about claims processes and procedures
• Control claims effectively by monitoring accuracy of data
• Manage and control outstanding recoveries
• Identify, control, manage and minimize operational risks and claims leakage
• Monitor and control aggregates
• Reduce / maintain own damage claims service effectively.
• Assist in relevant ad-hoc tasks.
• Prepare periodic reports and presentations on project progress, issues and progress against timeline reports / updates.

Manage effective customer service and relations to drive service excellence

• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Service delivery to ensure customer satisfaction

• Manage effective customer service and relations to drive service excellence
• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Maintain people practices in line with organizational guidelines, policies, culture and values

• Track and resolve operational and performance variations
• Develop and encourage strong team work

Identify potential inter-departmental problems and escalate them to higher levels

• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Identify, accumulate and analyze statistics that reflect on your teams performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to live the organization culture and values.
• Actively participate in own professional development and career path.
• Inducting people into the specific team and job related issues

Manage effective cost control in the core processes and ensure adherence to financial and corporate policies and procedures

• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
• Comply with governance controls to reduce risks.
• Ensure adherence to organizational policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.

Experience, Knowledge & Skills Required

• Matric
• COP or higher insurance qualification or studying towards same
• 3 years relevant claims experience
• People management experience an advantage

Skills

Accountability, Coaching, Communication, Critical Thinking, Customer Service, Goal Setting, MS Office Skills, Negotiation, Payments, People Management, Service Delivery, Standard Operating Procedure (SOP), Strategic Planning, Taking Initiative, Teamwork, Workday

Education

Closing Date

18 December 2023

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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