An authorised financial service provider, operating within the long-term insurance industry in South Africa, requires the services of an Operations Team Leader. This position is based in the Johannesburg office.
The successful candidate will play a pivotal role in optimizing the Operations Department to meet Service Level Agreements, ensuring adherence to legislation, and maintaining the highest standards in customer service delivery. Tasks and responsibilities will include but not be limited to:
Key Responsibilities:
(The primary tasks, functions and deliverables of the role)
Optimizing operations
- Lead and supervise the Operations team, overseeing day-to-day activities to ensure they align with SLAs and meet or exceed specified turnaround times.
- Implement and enforce operational processes, ensuring strict compliance with rules, regulations, and legislative requirements.
- Assist with resolving claims disputes and provide guidance to team as / when required.
- Manage quality and risk factors.
-Provide support with team tasks when needed, such as in cases of absenteeism.
Quality Customer Service:
-Resolve high level client / scheme -related issues.
-Reinforce service culture with the staff by cultivating a culture of customer service excellence, setting and maintaining high-quality service standards.
-Collaborate with team members to consistently enhance customer satisfaction levels through effective communication and resolution of customer concerns.
Performance Management:
-Establish, monitor, and assess departmental performance conducting regular evaluations to identify areas for improvement.
Team Leadership:
-Lead, mentor, and motivate the Operations team, fostering a collaborative and results-driven work environment.
-Facilitate effective communication and coordination among team members, promoting a positive and inclusive team culture.
Continuous Improvement:
-Drive initiatives for continuous process improvement, actively seeking efficiency opportunities and implementing best practices to enhance overall operational performance.
-Collaborate with cross-functional teams to streamline processes and drive innovation.
Collaboration with Stakeholders:
-Foster strong relationships with key departments to ensure seamless collaboration and alignment of operational goals.
Reporting and Analysis:
Monitor staff adherence to claims and policy administration processes and procedures through monthly and quarterly audits.
Experience & Knowledge required:

• 3 - 5 years of experience in a similar role in the financial services industry, specific to funeral / medical / credit life insurance, with exposure to policy administration, claims and client services.
• Client Service experience
• Minimum 3 years’ experience in managing teams
• Admin, Claims and Customer Care Processes and procedures.
• Thorough understanding of Service Level Agreements, legislative requirements, and operational best practices.
• Compliance and industry practices
• Strategies for managing people and teams to attain optimal success and output.
• Skills and Abilities
• Leadership skills
• Team building
• Motivational abilities
• Goal setting and planning
• Performance Management
• Decision making
• Attention to Detail
• Excellent communication skills
• Customer Service Orientated
• Good time management skills
• Problem solving skills
• Conflict resolution skills
• Adaptable
• Ability to work in a team
• Empathy
• Reporting skills

Qualifications:

• Matric certificate
• Diploma in an insurance or business-related field
• RE 1 preferred
• RE 5 preferred

Job Type: Permanent
Application Question(s):

• How familiar are you with Service Level Agreements (SLAs)?
• Can you describe your experience in the financial services industry, specifically in funeral, medical, or credit life insurance?
• Do you hold a diploma in insurance or a business-related field? Have you obtained your RE 1 or RE 5 qualifications?

Education:

• Diploma (Required)

Experience:

• Financial Service in a similar role: 4 years (Required)
• managing teams: 3 years (Required)
• Claims & Policy Administration: 5 years (Required)