Team Leader Umhlanga

Huntswood; KwaZulu-Natal; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A leading company in the insurance sector seeks a Team Supervisor for Fraud Analysts to oversee a team, ensuring efficient service delivery while meeting performance objectives. The role involves managing team performance, conducting reviews, and ensuring compliance with regulations. Ideal candidates will have strong leadership skills and extensive experience in fraud analysis and motor insurance.

Qualifications

• Extensive motor insurance and fraud experience.
• Experience in team performance management and setting objectives.

Responsibilities

• Ensure delivery of targets and provide reports to Operations Manager.
• Conduct performance reviews and handle employee issues.
• Manage departmental procedures related to policy fraud analysis.

Skills

Communication

Negotiation

Leadership

Problem-solving

Customer Service

Education

Matric / NQF 4 qualification

CII qualification or working towards it

Job description

Job Title: Team Supervisor - Fraud Analysts

To supervise and provide motivational direction to a team of Fraud Analysts to ensure delivery of an efficient and effective service to the business and Counter Fraud teams while meeting business performance objectives, KPIs, and SLAs in accordance with company procedures and policies.

Job Responsibilities:

1. Ensure delivery of targets.
2. Provide reports to the Operations Manager on the status of objectives.
3. Assist and provide guidance to analysts with queries and handle complex cases when appropriate.
4. Validate claims history while adhering to relevant compliance procedures.
5. Check new policies against CUE and ensure the chase cycle meets SLAs.
6. Provide technical support and handle customer complaints to achieve positive outcomes.
7. Manage premium processes to minimize outstanding debt.
8. Manage risk customer validation chase cycles effectively.
9. Sign off on all voidance and cancellation decisions related to referrals from CFS teams, Sales, Service, and Claims.
10. Conduct regular reviews to ensure accuracy and quality of team work.
11. Deliver coaching and feedback, conduct performance reviews and 1-2-1s, including probation and annual appraisals.
12. Handle employee issues, monitor absence, and support disciplinary processes.
13. Assist with recruitment and training of staff.
14. Manage departmental procedures related to policy fraud analysis and investigations.
15. Ensure team compliance with TCF principles and FCA regulations.
16. Collaborate with other teams for consistency and best practices.
17. Maintain relationships with relevant departments and ensure compliance with policies and standards.

Job Requirements:

• Matric / NQF 4 qualification; RE or FAIS preferable.
• Excellent communication, negotiation, and influencing skills.
• Strong leadership and management skills.
• Problem-solving and customer service skills.
• Extensive motor insurance and fraud experience.
• Experience in team performance management and setting objectives.
• Knowledge of insurance products, fraud detection systems, and FCA requirements.
• Technical knowledge of insurance and regulatory standards.
• Proficiency in telephony systems and CII qualification or working towards it.

Required Skills:

• Commercial focus, self-motivated, and proactive.
• Attention to detail, organized, and flexible.
• Confident presenter of complex information.
• Driven to meet performance targets and improve business outcomes.

Core Behaviour:

Dependable, driven, collaborative, confidential, reliable, genuine, dynamic, passionate, determined, friendly, compassionate, and cooperative.