Team Lead: Claims Processing - Nedbank

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Job Purpose

Lead a team of Processing Claims Consultants to ensure the effective validation of already-captured claims. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation'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; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Operations Management

Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims.

Operational Compliance

Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Data Collection & Analysis

Collate and analyse claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Management (Internal)

Help senior colleagues manage client and customer relationships by using relevant client systems.

Document Management

Create and ensure compliance with a company wide document management system.

Administration

Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Correspondence

Respond to escalated requests using telephonic conversation or emails (internal and external).

Education

Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous)

Experience

3 or more years Financial Services industry experience within a call centre environment (Essential); STI experience (Essential); 2 or more years Claims Experience (Essential);. 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)

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