ROLE SUMMARY
We are seeking a professional and experienced Team Leader to join our team.
The primary responsibility of this role is to ensure that SLAs are consistently met through effective team management, real-time oversight of claim volumes, and resource planning. The successful candidate will be responsible for monitoring daily workflows, managing escalations, handling inbound and outbound calls, and analyzing data to identify performance trends. A key focus will be maintaining strong team morale and fostering a collaborative, client-focused culture. The role also requires building and maintaining positive relationships with both internal team members and external clients to support continuous service improvement
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Minimum: Grade 12 or NQF Level 4 equivalent
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Minimum: Short Term Insurance (NQF4)
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Advantageous: FAIS and RE accredited
- Minimum of 3 years’ experience in a team leader/management role
SKILLS AND KNOWLEDGE
- Good understanding of HOC policies, procedures, and protocols.
- Excellent telephonic and written communication skills
- Proficiency in Microsoft Office suite
- Short-Term Insurance principles and workings
- Manage team efficiently for optimal performance
- Provide training and up skill staff where required
- Monitor process flow to ensure that each area within the business is contributing their part.
- Oversee data and reports to clients
- Audit claims team regularly and provide reports as per management requirements
- Attend client meetings as and when required.
- Incoming and outgoing calls on escalated matters/complaints etc.
- Apply management principles to ensure high motivation levels for team members, as well as controlling the process per claim to maintain the SLA.
- Ad hoc support to management for special projects as and when required.
- Empowering Individuals: Empowering others by motivating, inspiring and encouraging them.
- Directing People: Is comfortable leading people; coordinates and directs groups; seeks to control things.
- Resolving Conflict: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
- Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- Documenting Facts: Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
- Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
- Showing Composure: Remains calm and does not get anxious before or during important events. Works well under pressure.
- Making Decisions: Comfortable making quick decisions, prepared to make big decisions and take responsibility. Holds definite opinions on most issues and rarely change their minds.
- Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
- Managing Tasks: Very effective at planning and organizing, identifies clear priorities and milestones.