Claims Team Lead — Insurance Operations & Coaching

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 420,000 - 620,000; Full time

Job summary

TIH (Telesure Investment Holdings) in Johannesburg seeks a Team Lead for the ClaimsApply function. You will coach and guide a team of claims professionals, ensuring performance against targets and delivering high-quality customer outcomes within a busy contact centre environment.

You will leverage CRM data to drive insights, monitor performance, and implement capability-building actions while maintaining strict adherence to regulatory requirements.

Qualifications

• Matric / Grade 12 or SAQA equivalent (Essential) and FSCA competencies (Essential).
• 3+ years experience in a claims environment within the insurance industry (Essential).
• Experience in a call centre environment (Essential).
• 1+ years supervising and directing people to achieve specific end results (Essential).

Responsibilities

• Supervise a team of claims/teams within the contact centre to drive required outcomes.
• Coach and guide team members to meet targets and quality standards.
• Enter customer information into the CRM system and maintain data accuracy.
• Manage customer relationships and ensure customer satisfaction.
• Lead performance management and provide ongoing development support.
• Identify process improvements and drive change initiatives within the team.

Skills

Team leadership

Coaching

Performance management

Customer service

Education

Matric / Grade 12 / SAQA Accredited Equivalent

FSCA competency requirements / regulatory examinations

Tools

CRM software

Job description

TIH (Telesure Investment Holdings) in Johannesburg seeks a Team Lead for the ClaimsApply function. You will coach and guide a team of claims professionals, ensuring performance against targets and delivering high-quality customer outcomes within a busy contact centre environment.

You will leverage CRM data to drive insights, monitor performance, and implement capability-building actions while maintaining strict adherence to regulatory requirements.