Commercial Team Leader - - South Africa

CAREER OPPORTUNITY An exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion. JOB DESCRIPTION Duties and Responsibilities: • Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative, and appropriate claims handling. • Handling of performance related issues and disciplinary matters. • Manage, support and developing a team of people to ensure service delivery and performance management applied consistently. • Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded. • Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time. • Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks. • Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT. • Meeting of set deadlines. • Managing team’s task adherence (diary, message, and email management) • Monitoring immediate first call resolution within the claims department. • Management of outstanding claims monthly. (Outstanding listings) • Authorise and validate claims that does not fall in the staff mandate. • Ensure compliance in terms of "Under Supervision" and record keeping. • Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries. • Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios. • Auditing of claims within your team monthly • Monitor equal distribution of claims. • Analyse training needs: identify possible problem areas and change weakness into strength. • Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head • Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis. • Provide policy wording interpretation. • Courteous and professional attendance to telephonic queries. • Deliver strategic results in term of the Vision and Mission. • Align own behaviour with the organisation culture and values. • Demonstrate commitment toward the team and participate in building team culture. • Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation. • Identify and recommend enhancements to processes. • Monitoring of call pause procedures and availability within the department together with managing the contact centre. • Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures. • Comply with corporate governance policies, procedures, and standards. • Manage own development to increase own competencies. • Must fully understand the Complaints Process and Procedures. QUALIFICATIONS AND EXPERIENCE Qualifications Minimum Requirements: •Matric is an essential requirement •FAIS Credits (as per FAIS requirement) •Must be Fit & Proper in terms of the FAIS Act •Regulatory Exam: Representatives •Must not be debarred with FSCA Work Experience Minimum Requirements: •Minimum of 5 -10 years’ experience: Commercial claims experience with all types of Motor and Non-Motor claims in the short-term insurance industry. TECHNICAL COMPETENCIES Minimum Requirements: •Advanced proficiency in MS Office – Excel, Word, PowerPoint. •Internet savvy. •Tech understanding. •Sound knowledge of Insurance principles. •Ability to summarise, analyse and evaluate data. •Ability to implement new processes. •Comfortable to work in a fast paced, constant changing environment, with new technology and tools. ATTRIBUTES Attributes required for the position include and are not limited to: • Leadership and management • Planning, organising, follow up (time management) • Stress tolerance, resilience • Client service orientation • Attention to detail • Sound interpersonal and communication skills with the ability to relate at all levels • Telephone etiquette • Decision-making skills (with regards to claims) • Excellent communication skills (verbal, listening skills and written) ABOUT THE COMPANY Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa’s top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation. As a short-term insurance administrator, we provide a dedicated service to professional brokers in delivering on their clients’ business or professional insurance needs. Applicants must have the following: • Clear ITC • Clear criminal record • Excellent previous employment references. Our values are Excellence, Integrity, Fairness. Our Vision is to be the leading digital technology and integration platform for short-term insurance. Apply Now

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Commercial Team Leader - South Africa

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