Team Leader-Policy Analysis
Customer Experience People SA (Pty) Ltd
- Umhlanga, KwaZulu-Natal
- Permanent
- Full-time
- Ensure delivery of targets.
- Provide reports to the Operations Manager on the status of objectives.
- Assist and provide guidance to the analysts with any queries and handle the more complex cases, if and where appropriate.
- Validate claims history whilst adhering to the relevant compliance procedures.
- Ensure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets the agreed SLAs
- Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome
- Manage additional premium process to ensure outstanding debt is kept to a minimum
- Ensure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectively
- Provide sign off on all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service and Claims.
- Responsible for conducting staff management duties including:
- Conducting regular reviews to check the accuracy and quality of teams work.
- Delivering coaching and feedback to the team to achieve KPIs and SLAs, and conducting regular performance reviews and 1-2-1s; including probationary reviews and annual appraisals
- Deal with all employee issues including monitoring absence and conducting disciplinaries.
- Assist the Operations Manager with the recruitment process
- Monitor agents calls to ensure they are following companys policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
- Set targets for agents and deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews, including probationary reviews and annual appraisals
- Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
- Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.
- Have input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.
- Ensure all analysts are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
- Work closely with other CFS teams and other departments to ensure consistency and best practise
- Ensure compliance with company and other relevant standards/ regulations at all times
- Build and maintain relationships with CFS and other departments, as appropriate.
- Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.
- A minimum of Matric/NQF 4 qualification
- RE or FAIS qualification is preferable
- Excellent communication skills, both verbal and written
- Negotiation and influencing skills
- Good time management and organisation skills with the ability to prioritise work
- Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
- Problem solving skills with the ability to adopt a logical approach to resolving problems Strong customer service skills
- Good numeracy and literacy skills
- Computer literate
- Extensive motor insurance experience
- Extensive motor insurance policy fraud experience
- Experience of performance management of a team
- Experience of setting objectives
- Solid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis/indemnity referral
- Knowledge of fraud detection and analysis systems
- Solid understanding of insurance fraud intelligence model and relevant systems
- Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims
- Solid understanding of the business objectives and operations delivery
- Technical knowledge of insurance products and personal lines insurance
- Comprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training
- Sound knowledge of managing telephony systems
- CII qualified or working towards this
- Commercially focussed
- Customer focussed
- Self-motivated and enthusiastic
- Takes initiative to make decisions
- An organised and proactive approach
- Emphasis on attention to detail and accuracy
- Able to work on our own initiative and as part of a team
- A flexible approach and positive attitude
- Confident in presenting complex information in a clear and concise manner
- Strives to deliver performance targets and drive business improvements to contribute to the success of the business
The job holder should be able to demonstrate they are:
- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative
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