Team Lead: Claims

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 320,000 - 460,000; Full time

Job summary

TIH in Johannesburg invites an experienced supervisor to lead a customer contact centre team, coach staff, and drive performance against targets.

You will oversee operations, develop teams using the organisation's framework, manage CRM data, and maintain strong customer relationships while ensuring compliance and reporting.

This role requires 3+ years in claims and call centre environments, with at least 1 year in supervision and relevant FSCA competencies.

Qualifications

• 3+ years experience in a claims environment within the insurance industry.
• Experience in a call centre environment.
• 1+ years supervising and directing people and resources.

Responsibilities

• Supervise a team/ teams within the Contact Centre to drive outcomes needed to be effective and efficient.
• Use the organisation’s formal development framework to identify development needs and provide coaching.
• Enter customer information into the CRM system to ensure quality data for retention and business development.
• Act as first-line supervisor of a team providing operational support and help achieve targets.
• Explain action plans, motivate staff, and manage performance and appraisals.
• Help manage customer relationships using relevant systems.
• Collect and interpret data and transform into readable reports.
• Identify and address process shortcomings using change management.

Skills

People management

Coaching

Performance management

Leadership

Customer service

CRM data

Training

Stakeholder comms

Education

Matric / Grade 12

FSCA competency requirements

Job description

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’s individual development needs. Plan and implement actions to build them capabilities. Provide training or coaching to others in own area of expertise to enable 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 a key 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 to improve 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 into meaningful and easy to read reports.

Improvement / Innovation

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

Operational Compliance

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.

Correspondence

Respond to requests and escalated requests using telephonic conversation or

emails (internal and external stakeholders).

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.

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)