Team Lead: Claims Australia at Telesure Investment Holdings (TIH)

Job Purpose

• To lead a team of dedicated, specialist Claims staff in order to obtain the lowest possible claims cost while delivering consistently high levels of service to every customer.

Responsibilities

Operations Management

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organizational Capability Building

• Use the organization’s formal development framework to identify the team’s individual development needs.

Plan and implement actions to build their capabilities.

• Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

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.
• Ensure effective customer relationships and maintain customer satisfaction at all times.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization’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; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Management

• Help manage customer relationships by using relevant systems.
• Insights and Reporting Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Operational Compliance

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

Correspondence

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

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential)  (Required)

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)