Team Leader, Claims

Standard Bank Of South Africa Limited; Gauteng; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player in the insurance sector is seeking a dynamic leader to oversee their Call Centre claims area. This role focuses on ensuring cost containment and high customer service levels while managing a team dedicated to exceeding customer expectations. The ideal candidate will have extensive experience in short-term insurance, particularly in a leadership role, and will be responsible for performance management and coaching to enhance team effectiveness. Join this forward-thinking company and make a significant impact on customer satisfaction and operational success.

Qualifications

• 6+ years experience in short-term insurance.
• 2+ years in management within insurance claims.

Responsibilities

• Oversee management of Call Centre based claims area nationally.
• Conduct performance appraisals and manage consultant performance.

Skills

Management Skills

Customer Service

Risk Management

Coaching Skills

Education

Short-Term Insurance FAIS Qualification

Job description

Business Segment :

Insurance & Asset Management

Location :

ZA, GP, Roodepoort, Ellis Street

Role Overview :

Oversee the management of the Call Centre based claims area nationally, ensuring key deliverables such as cost containment and customer service levels are met.

Team Goals :

The Claims Fulfilment team should remain dynamic and share a common goal of exceeding customer expectations by keeping them informed and settling claims promptly while applying risk management principles.

Performance Management :

1. Conduct performance appraisals based on agreed targets, including monthly one-on-one discussions.
2. Manage consultant performance and address gaps through coaching or other improvement tools.
3. Maintain accurate records of individual performance and development plans.

Qualifications :

• Relevant Short-Term Insurance FAIS qualification and experience.
• Minimum of 6 years' experience in short-term insurance.
• At least 2 years in a management or leadership role within Homeowner's Insurance or Short-term insurance claims.
• At least 2 years of management/leadership experience in an insurance call centre.
• Broad knowledge of Personal Lines Insurance cover and claims.