Team Lead - Claims

About the role

Telesure Investment Holdings is looking for a Team Lead - Claims in Johannesburg to manage, coach and guide a team of claim handlers in a contact centre. The role ensures that individual contributors perform against targets, reviews their performance and coaches them to help achieve the required operational results. It is a permanent position.

Key responsibilities

• Supervise teams within the contact centre and act as first-line supervisor, supporting productivity and turnaround-time targets.
• Build team capability using the organisation's development framework, including training and coaching.
• Keep CRM data accurate and up to date, and resolve related issues.
• Maintain effective customer relationships and customer satisfaction.
• Explain the local action plan and link it to the business plan, strategy, mission and vision.
• Monitor team performance, take corrective action and contribute to formal performance appraisals.
• Collect and interpret data and turn it into clear reports.
• Identify process shortcomings and non-compliance with policies and regulatory codes, and escalate issues where appropriate.
• Respond to requests and escalated requests by telephone or email.

Required profile

• Matric / Grade 12 or equivalent (essential).
• FSCA competency requirements: FAIS recognised qualification, regulatory examination, STI certification, class of business certification and/or CPD (essential).
• At least 3 years of experience in a claims environment within the insurance industry (essential).
• Experience in a call centre environment (essential).
• At least 1 year of supervisory experience (essential).

Required skills

• Proficiency in MS Office.
• Knowledge of the HPI system.
• Customer service delivery, compliance, data collection and analysis, reporting and computer skills.