Telesure Investment Holdings: Team Lead-Claims Business Insurance Service

Company Telesure Investment Holdings
Reference # TL:CBIS08/10/2020
Published 23/10/2020
Contract Type Permanent
Salary Market Related
Location Gauteng Area, Gauteng, South Africa
Introduction
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of South Africa’s most loved and recognizable brands. We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring customer-focused innovation and service excellence to the financial services industry. We’re an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited. BHL has a vast global footprint.
Job Functions Call Centre,Sales
Industries Insurance
Specification
Lead a team of Customer Service Consultants to ensure effective delivery of service to all levels of client interactions. Ensure the effective quality capture of the first notification of claims. 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.

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.

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.

Performance Management & Compliance
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance 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. Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Operations Management
Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims. Monitor service levels of Service Consultants to ensure effective service delivery. Ensure required level of service to clients is adhered to. Ensure Service Consultants focus on first notification of loss and queries. Handle small and quick settlement claims from the inbound call centre operations.

Data Collection & Analysis
Collate and analyze data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Relationship Management (Internal & External)
Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer enquiries while helping senior colleagues manage and maintain customer relationships. Help senior colleagues manage internal client and customer relationships by using relevant client systems.

Correspondence & Administration
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. Prepare tailored letters, email, minutes of meetings and reports for approval by more senior colleagues or a senior executive. Respond to escalated requests using telephonic conversation or emails (internal and external).

Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
FAIS Regulatory Qualification (Essential);
Up to date CPD hours for FAIS Qualification (Essential);
RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous);
STI Qualification (Essential);
RE 1 (Advantageous)

General Experience
2 – 4 years Commercial Insurance experience (Essential);
2 or more years call centre experience (Essential);
Short Term Insurance experience (Essential);
2 or more years Claims Experience (Essential)

Managerial Experience
1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)

*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.

Financial Sector Conduct Authority (FSCA)** competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) – As a registered Financial Service Provider, we are mandated to ensure that all our representatives are always 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.

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organizational culture that recognizes, appreciates and values diversity & inclusion.

Internal Applications: This role is graded at C-Lower. Should you apply and you are currently employed at a higher grade and are found successful, your total reward package may be impacted.

Should you not hear from our team in 30 days, kindly consider your application unsuccessful.

Unlock your greatness & be unstoppable

About TIH

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.

What we offer

TIH offers an exceptional benefits programme, and competitive compensation packages. You have options for Life Cover, Disability Benefits, Provident Fund, Medical Aid, and more. Office benefits include free undercover parking, free Wi-Fi, ATMs, an onsite gym, subsidized meals, convenience store, coffee shop, an on-site Dischem store, free seasonal fruits – every day, and an Active Access walking programme

Job Closing Date 30/10/2020

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