Job Description

Who we are.Bryte Insurance Company Limited is the premier, proactive commercial risk specialist in Southern Africa. Applying our unparalleled sector insights, proven expertise, and foresight, we partner with customers and brokers to protect their businesses and improve their risk profile across the continent. Bryte Insurance Company Limited approaches customer risk with purpose, proactively working with brokers and customers to enable better risk decisions.To direct, control, and monitor the relevant claims team and operations therein and review and authorise claim settlement payments in line with internal policy and process.Key Tasks & AccountabilitiesEffective control and monitoring of leakage

• Ensure business standards and agreed SLAs of all claims related matters are adhered to.
• Review open and closed files and establish procedures and controls to minimize leakage.
• Assess audit report of leakage and attend to identified leakage.
• Complete fraud list and Identify claims that requires further fraud verification.
• Review re-open claims and ensure recovery, journals and notes are made on internal systems.
• Locate leakage and follow up progress monthly to Claims Manager and QA
• Review company leakage reports to identify variances and recommended actions.

Effective quality control

• Conduct audits per technician per month using leakage form/checklist.
• Ensure all information and standards are adhered to with regards to financial transactions
• Authorize and sign payments together with checklists.
• Clear allocation queues on Workflow as per roster to manage work distribution.
• Complete claims rejections within two days of receiving the repudiation task and within SLA and forward to Broker Managers.
• Review pending payments and ensure none outstanding over 1 day.
• Ensure Technicians are appointing the correct assessors and on a rotation basis; report irregularities to Claims Manager timeously.
• Ensure timeous changing of file owners.

Effective reporting and analysis

• Review all QA and Operational reports as and when required and provide feedback and/or action plan to address issues.

Effective customer focus and service

• Provide exceptional customer in line with TCF.
• Liaise with internal stakeholders to facilitate problem resolution and efficiency of work activities.
• Communicate with stakeholders on a daily basis to inform of progress of claims and claim policy and procedure.
• Deal with and resolve any queries relevant to area; if unable to resolve, escalate to manager for resolution
• Represent the organization through maintaining high levels of professionalism, service excellence and customer excellence.
• Adhere to internal policies, processes, and procedures.

Effective people management and team leadership

• Lead by example in living the values of Bryte.
• Monitor staff workload on a daily basis.
• Explain and train new claim instructions, bulletins and training materials.
• Be an active part of corrective action to ensure those correcting fully understand errors and consequences.
• Ensure registers are completed daily.
• Monitor staff with regards to time keeping, dress code, behaviours and absenteeism and take corrective action when required.
• Identify and address variances/breaches of polices, standards, performance, etc.
• Create an environment that fosters teamwork and co-operation amongst team members.
• Communicate effectively, building and maintaining relationships.
• Ensure consistent compliance to company policies and procedures, corporate governance, and relevant legislation.

Performance Management

• Conduct monthly review meetings for all technicians in order to assess performance and provide constructive feedback and establish action plans as applicable to feed to the claims manager.
• Identify poor performance and put correctional measure in line with performance management policy.

Claims Cost Management

• Continuously monitor and manage the quality of the claims handled and completed through conducting sample auditing on an on-going basis.
• Recommend improvements to reduce average cost per claim.
• Review the service of different vendors repairers in conjunction with agreed vendor contracts with specific regard to cost containment.
• Ensure that claims handlers are compliant and adhering to business requirements and standards, check guidelines as stipulated by service level contracts and agreements with relevant stakeholders, internally and externally.
• Ensure compliance with company policies, and ensure appropriate action taken where necessary and required.
• Ensure that all claims handlers provide relevant and correct information to clients/repairers to ensure that work is completed according to set standards and agreements, that ensures best interest of the client and the company in relation to claims management.
• To direct and control spend

People Management Accountabilities

• Claims Team leader will be responsible for the operational management for the technicians reporting to the Claims Manager.

Qualification & Experience

• Matric (Preferable with Degree)
• 5 years claims handling/ adjustment experience.
• 1-2 years people management experience

RelationshipInternal Relationship

• All Claims Departments
• Sales
• Underwriting

External Relationship

• Brokers
• Clients
• Claims
• Suppliers
• Service Providers

Closing date: 29 March 2024

Bryte Insurance