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

Manage the Claims and Customer Services teams. Ensure effective delivery of
service to all levels of inbound and outbound customer interactions. Implement
operational plans to assist in achieving the required operational results and
maintain effective relationships with internal and external stakeholders.

Responsibilities

Leadership and Direction
Collaborate, create and communicate the tactical plan and
action needed to execute the function's strategy and
business plan within the team; explain the relationship to the broader
organisation's mission, vision and values; motivate people to commit to these
and to doing extraordinary things to achieve local business goals.

Customer Service and Claims
Manage a medium-sized customer service and claims area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.
Manage within the team, the effective and efficient client queries and complaints.
Review the customer services and claims process and metrics. Ensure clients
are treated according to the TCF principles; between managers, reps and
clients.

Operations Management
Oversee and manage different teams in the services and
claims department. Ensure the operational function is in line with company
goals, objectives, policies and procedures. Implement, drive and monitor group
strategy and operational efficiency.

Performance Management
Manage and report on the performance of a substantial, diverse team; set
appropriate performance objectives for direct reports and hold them accountable
for achieving these; take appropriate corrective action where necessary to
ensure the achievement of annual business objectives. Ensure the right skill
level, experience, qualifications of people are aligned to support service delivery,achieving production and performance targets at all times.

Organisational Capability Building
Use the organisation's formal development framework to
identify the team's individual development needs. Plan and implement actions,
including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide
formal and informal training or coaching to managers and
others throughout the organisation in own area of expertise to enable others to
improve performance and fulfill personal potential.

Stakeholder Engagement
Build and maintain effective relationships with all internal and external
stakeholders. Ensure alignment of business practices with the external
stakeholders.
Identify and manage stakeholders up to management level, finding out their
needs/issues/concerns and reacting to these by leading and coordinating the
development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports.
Ensure accurate management information by analysing trends and providing day to day and monthly reports to business.

Improvememt / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.

Operational Compliance
Monitor and review performance and behaviors within area of responsibility to
identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.

Personal Capability Building
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve
performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.

Customer Relationship Management (CRM) Data
Ensure that team lead and direct reports maintain up-to-date customer
relationship management data, identifying and resolving issues to ensure that
the organisation has quality data to enable effective customer retention and
business development activities.

Budgeting & Costing
Track budgets and implement tactics when there is a
deviation from the budget and ensure operational costs
remain within budget, while upholding service delivery
standards.

Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to
achieve planned commitments. Approve or liaise with
different areas in the business to acquire and use different
resources as needed. Ensure adequate work allocation to
the correct resource skill in order to achieve client
satisfaction.

Education

Matric / Grade 12/ SAQA Accredited (Essential) (Required)

Experience

6 - 8 years experience in a claims and call centre environment (Essential); Experience in a Financial Services Industry (Advantageous); Experience with Avaya
related system (Advantageous). 4 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.