Team Leader: Claims

Job ID

138935

Closing date: 21 April 2025

Leadership Pipeline

FAIS Affected

Job Purpose

To manage and lead a team of personal claims consultants to facilitate the processing of claims to drive a positive client experience.

Job Responsibilities

• Meet Service Level Agreements (SLA) by managing processing activities within agreed timelines and parameters.
• Minimise financial and reputational risk by ensuring accuracy of processing activities.
• Contribute to department budget by providing input to operational forecast.
• Minimise operational costs by managing cost effectively within budget.
• Increase Nedbank's market share and revenue by identifying and referring marketing opportunities to relevant clusters.
• Reduce revenue leakage by optimising revenue collection processes.
• Implement a professional customer interfacing environment by managing teams to respond to and action customer requirements within agreed SLA and risk parameters.
• Understand and meet stakeholder (including Regulators) needs by building and maintaining relationships through regular interactions.
• Obtain and provide feedback by meeting with internal and external stakeholders.
• Highlight risk by reporting exceptions.
• Ensure compliance and maintain clean audits by managing implementation and adherence to all processes and procedures.
• Ensure accuracy by implementing preventative and corrective activities.
• Create a culture of continuous improvement by identifying opportunities and/or implementing enhancements to processes, procedures and/or systems.
• Ensure projects are implemented and delivered by collaborating whilst adhering to governance practices.
• Meet reporting requirements by compiling and contributing to reports.
• Make and implement informed business decisions by analysing operational/business reports.
• Optimise productivity by implementing capacity management principles.
• Ensure business continuity by drafting, updating and testing Business Continuity Plans (BCP's).
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Create a client service culture through various required interventions.
• Achieve operational excellence by supporting the implementation of business optimisation improvements through team engagement.
• Encourage team to generate innovative ideas and share knowledge.
• Manage external stakeholder relationships with Re-Assurers.
   

Types of Exposure

• Working with clients to solve client problems
• Investigating and reviewing processes to improve client satisfaction
• Communicating job requirements and performance standards to others
• Conducting performance feedback meetings
• Checking performance data to measure employee performance
• Conducting performance appraisal interviews
• Enforcing disciplinary actions against employees
• Assuming a key leadership role
• Recruiting and staffing
• Managing business risks
• Reporting must be precise and complete
   

Preferred Qualifications

• NQF level 5 qualification- Short / Long Term Insurance
• Medical Qualification (Physiotherapist, Occupational Therapist, Practicing Nurse / Nursing Sister)

Essential Qualifications - NQF Level

Minimum Experience Level

• 3 to 5 five years' experience in a Life insurance claims environment
• 2 to 3 years management experience in technical Life claims management

Technical / Professional Knowledge

Behavioural Competencies