Job Purpose
The role leads and oversees recoveries, third party liabilities and litigation
related activities within the legal services function, ensuring consistent
implementation of policies, procedures and governance requirements across
assigned portfolios. It provides operational leadership and specialist oversight to
control claims costs, manage financial exposure and support sound decision
making. The role drives operational, financial and service outcomes through
effective people leadership, review of complex matters, stakeholder and broker
engagement, and continuous improvement, while maintaining compliance,
reporting integrity and service excellence within a regulated environment.
Responsibilities
Operations Management
Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results. Ensure that team members execute work activities on time in accordance with the required operational and quality standards. Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up‐to‐date and current information. Act as a decision-making authority or reviewer for complex, high-value or disputed matters within defined mandates. Monitor daily operations, productivity, capacity and workflow to achieve operational targets.
Operational Compliance
Ensure adherence to organisational policies, procedures, regulatory requirements, rules, guidelines and codes of conduct. Identify, address and escalate instances of non-compliance, decision variances or risk exposures. Review claims and decisions to ensure correctness, consistency and alignment with governance standards.
Leadership and Direction
Lead, motivate and support team members to achieve operational and business objectives. Set performance objectives, manage performance, conduct reviews and implement corrective or development actions. Identify learning, coaching and capability development needs within the team. Build a high-performance, accountable and compliant team culture.
Insights and Reporting
Contribute to the preparation of various data and analytics reports. Collect and submit reports specific to team data as part of the Management Control System. Collect, analyse and review operational, compliance and performance data. Prepare and submit accurate, timely reports, insights and management information. Identify trends, risks and improvement opportunities through data analysis.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements. Identify, assign, and follow‐up on work activities of team members in accordance with operating procedures to contribute the management control system.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.
Customer Relationship Management (CRM) Data
Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate. Support and manage relationships with brokers, customers, service providers and internal stakeholders. Provide guidance, clarification and feedback on recoveries, liabilities and litigation outcomes. Resolve queries, escalations and service-related concerns professionally and timeously. Communicate outcomes and decisions clearly to customers and stakeholders.
Customer Management
Help senior colleagues manage customer relationships by using relevant operational systems. Investigate, manage and resolve complaints related to recoveries, liabilities and litigation activities. Ensure complaints are handled in line with internal processes, regulatory standards and service commitments. Identify root causes and implement preventative actions.
Customer Service
Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
Financial Management and Control
Monitor recoveries performance, liabilities exposure and cost containment outcomes. Identify wastage, inefficiencies and financial leakages within processes or decisions. Track performance against agreed financial and operational measures.
Continuous Improvement
Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Identify shortcomings in systems, processes and procedures. Develop, update and maintain Standard Operating Procedures. Recommend and contribute to continuous improvement initiatives to enhance efficiency, quality and control.
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 understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Compliance
Identify shortcomings in compliance processes, systems and procedures, and develop ad hoc solutions to problems within an assigned unit or discipline.
Education
Grade 12/ SAQA Accredited Equivalent (Essential); FAIS recognised qualification (Advantageous); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); STI Qualification (Advantageous)
Experience
3 to 4 years experience in a recoveries and third party liabilities environment or debt collecting environment (Essential); 2 years experience in claims and policy/customer services environment (Advantageous). 3 or more years experience managing/ supervising others (Essential);
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa’s leading and innovative financial institutions.
These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms.
Our origins go back to 1 June 1985, when Auto & General Insurance was launched into the South African market. We have since grown into a group of subsidiaries of which Auto & General now forms a part.
Today, we own some of South Africa’s most loved and recognisable brands, each finding a better way to give their unique group of customers peace of mind.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans they’re working so hard for.
We’re proven pioneers with a hunger for doing and being the best we can, bringing customer-focused innovation and service excellence to the financial services industry.
We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
TIH is a licensed controlling company.
