Insurance Manager

OVERVIEW
The team manager will be responsible for the operational supervision of the technical, non-technical assessing and pre-assessing teams.

These responsibilities include the quality of initial assessments, managing the average repair costs per claim, monitoring, tracking and conducting audits on final repair costs, and conducting work in progress repairer audits.

The team manager will ensure the effectiveness and efficiency of assessments undertaken by the assessment team, through overall quality of claims team's decisions, ensuring the achievement of SLA requirements and customer satisfaction levels as part of key performance of the claims team.

The team manager will further incorporate fraud / dishonesty detection and prevention skills to safeguard against losses while ensuring that legitimate claims are processed fairly and efficiently.

The Team Manager will be accountable for supervising the daily operational requirements of the assessing team, ensuring that clients receive timely responses and follow-up from the pre-assessment team by managing a high volume of client emails and assessment bookings.

Assist the Assessing Manager with any requests from the NFO Ombudsman and collaborate with other stakeholders during the complaints process and handling. Ensure that the principles of TCF are incorporated into the assessment process and decision making.

KEY RESPONSIBILITIES

1. Audit and approval of assessments (mandate escalations).
2. Ensure that work assessed is accurate without any duplication of costs.
3. Evaluate cost of work relative to repairs to be completed.
4. Evaluate assessor decisions to repair / write-off vehicles.
5. Review, evaluate and approve additional work required as recommended by assessor.
6. Reduction in overall claims cost through the effective implementation of our internal assessing processes and parts strategy.
7. Assist with troubleshooting on problematic repairs and system challenges.
8. Mentor and monitor staff / assessors.
9. Manage assessors by ensuring work is handled efficiently and effectively.
10. Create and maintain a high-quality work environment.
11. Provide Assessing management with reports on assessor's performance in respect of quality assessments conducted relating to claims costs.
12. Identify training & development requirements for assessors.
13. Ensure customer inquiries and/or complaints are resolved timeously and accurately.

QUALIFICATIONS AND EXPERIENCE

1. Grade 12.
2. Qualified panel beating / Qualified Artisan.
3. Audatex certified / GT System-Quoting Platforms.
4. Minimum 5 years assessing experience in a similar role.
5. Knowledge of vehicle parts and panel beating processes essential.
6. May be required to travel from time to time with assessing team members.
7. Moderate assessments completed by the assessors or service providers.
8. Assessing Leadership Experience.

CRITICAL COMPETENCIES

1. Ability to examine information (claims data) to identify trends, control costs, and improve processes.
2. Identify multi claimants and refer for the necessary actions.
3. Providing insights and educating the team on recognizing and reporting fraud activities.
4. Adopting practical approaches.
5. Interacting with people and departments.
6. Team working and making decisions.
7. Embracing change.
8. Inviting feedback.
9. Meeting Timescales / Timelines.
10. Upholding Standards.
11. Managing tasks.
12. Following procedures.
13. Excellent verbal and written communication skills.
14. Strong communication skills.
15. Working knowledge of MS Office.
16. Basic computer skills.
17. Decision making and problem solving.
18. Technical / professional knowledge and skills.
19. Good negotiation skills.
20. Conflict management.

Desired Skills

1. GT System.
2. Audatex.
3. Panel Beating.
4. Motor Insurance.

Desired Work Experience

1. 5 to 10 years.

Desired Qualification Level

1. Grade 12 / Matric.