Team Lead: Claims

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

## Team Lead: ClaimsApply: Gauteng, Johannesburg: Full time: Posted Today: End Date: October 16, 2026 (9 days left to apply): JR105791## **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.****Job Purpose**To manage, coach and guide a team. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.**Responsibilities**Operations Management Supervise a team/ teams within the Contact Centre to drive outcomes needed to be effective and efficient. Organizational Capability Building Use the organization's formal development framework to identify the team'sindividual development needs. Plan and implement actions to build themcapabilities. Provide training or coaching to others in own area of expertise toenable others to improve performance and fulfill personal potential. Customer Relationship Management (CRM) Data Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues. Customer Service Act as first-line supervisor of a team providing operational support, and play akey role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times. Leadership and Direction Explain the local action plan to support team members in their understanding of what needs to be done 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 Respond to personal objectives and use performance management systems toimprove personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. Customer Management Help manage customer relationships by using relevant systems. Insights and Reporting Collect and interpret relevant data and transform the data collected intomeaningful and easy to read reports. Improvement / Innovation Identify shortcomings in existing processes, systems and procedures, and useestablished change management programs to address them. Operational Compliance Identify, within the team, instances of non-compliance with the organization'spolicies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. CorrespondenceRespond to requests and escalated requests using telephonic conversation oremails (internal and external stakeholders). Personal Capability Building Develop own capabilities by participating in assessment and developmentplanning 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.**Education**Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)**Experience**3 or more years experience in a claims environment within the insurance industry (Essential); Experience in a call centre environment (Essential). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)## **Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.**