Team Lead: Home Claims - Auto & General Australia

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 360,000 - 540,000; Full time

Job summary

TIH in Johannesburg seeks a supervisor for the contact centre to manage and coach a team, guiding performance to achieve targets and improve customer outcomes.

The role emphasizes CRM data accuracy, customer relationship maintenance, and compliant operations in a regulated financial services environment.

Qualifications

• Matric/Grade 12 or SAQA equivalent.
• FSCA competency requirements: FAIS qualifications, regulatory exams, STI/CPD as applicable.

Responsibilities

• Supervise a contact centre team to meet productivity and turnaround targets.
• Coach and develop individuals using the organization’s development framework.
• Enter customer data into the CRM system to ensure high-quality records.
• Maintain strong customer relationships and ensure customer satisfaction.
• Monitor performance and provide timely feedback and corrective actions.
• Ensure compliance with policies and regulatory codes.

Skills

Team leadership

Coaching

Performance monitoring

Customer service

Education

Matric / Grade 12 / SAQA equivalent

FSCA competency requirements

Tools

CRM software

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)