Job Description

ABOUT THE COMPANY

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africas leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of

South Africas most loved and recognisable brands. We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring customer focused innovation and service excellence to the financial services industry. Were an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited. BHL has a vast

global footprint.

JOB PURPOSE

Support the claims handling philosophy and supply strategy, mitigate risk of vehicle spend (quantification, identification, and validation of vehicle). Ensure all services are delivered against agreed service and functional standards.

RESPONSIBILITIES

Operations Management

Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results. Ensure that team members execute work activities on time in accordance with the required operational and quality standards. Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up-to-date and current information.

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to rectify non-conformance and variances within the team as a high priority. Report, resolve and escalate issues as appropriate.

Internal and External Client Relationship Management

Build effective working relationships within the internal and external stakeholders, delivering high-quality professional services to support in delivering business strategy and plans.

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. Support team members by sharing knowledge, information, and problem-solving recommendation to achieve the required operational results.

Insights and Reporting

Contribute to the preparation of various data and analytics reports. Identify practices for improvement and make recommendations to functional Business Manager for consideration. Collect and submit reports specific to team data as part of the Management Control System.

Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Coordinate individual team members work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements. Identify, assign, and follow-up on work activities of team members in accordance with operating procedures to contribute the management control system.

Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Regularly assess the need for training or performance improvement of individual

team members and implement action plans to enhance overall team performance. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.

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 team members maintain up-to-date customer relationship management data, identifying and resolving issues regarding claims process.

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. Deal with most complex and valuable issues.

BEHAVIORAL COMPETENCIES

Manages Conflict

Handles conflict situations effectively, with a minimum of noise. For example, anticipates potential conflicts and addresses them early. Swiftly addresses behaviours leading to destructive conflict; gives guidance on how to handle these situations more successfully; builds greater understanding and appreciation despite conflict.

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Decision Quality

Makes good and timely decisions that keep the organization moving forward. For example, ensures that people's decisions comply with policies and standards. Integrates analysis, experience, and other inputs to make effective decisions. Accepts workable decisions and also seeks better alternatives.

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Directs Work

Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.

Plans and Aligns

Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups. Looks ahead to determine and obtain needed resources to complete plans.

Drives Results

Consistently achieves results, even under tough circumstances. For example, creates a feeling of energy and an emphasis on excellence in the team, using productive behaviours. Builds a strong sense of urgency to exceed goals and beat deadlines. Ensures that the team pushes through obstacles and establishes a superior track record.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

Optimizes Work Processes

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.

SKILLS

Assessment

Use comprehensive knowledge and skills and provide guidance and training to others on how to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Planning and Organizing

Work independently and provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

Work independently and provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Policy, Procedures and Regulations

Work independently and provide technical guidance when required to develop, monitor, interpret and understand laws, regulations, policies, and procedures, while making sure they match organizational strategies and objectives.

Verbal Communication

Apply comprehensive knowledge and provide guidance and training to others on how to use clear and effective verbal communication skills to express ideas, request actions and formulate plans or policies.

Customer System Operation

Work independently and provide technical guidance when required to understand and effectively operate all customer management systems.

Compliance

Work independently and provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Data Collection and analysis

Work independently and provide technical guidance when required to analyse data trends for use in reports to help guide decision making.

Data Management

Work independently and provide technical guidance when required to acquire, organize, protect and process data to fulfil business objectives.

Computer skills

Support business processes independently by understanding and effectively using standard office equipment and standard software packages, and provide technical guidance as needed.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3-year Business or insurance industry related degree / diploma in management (Advantageous)

EXPERIENCE

General Experience

• 5 or more years experience in an Assessing or estimating of motor vehicles (Essential)
• 2 years experience in claims and policy services environment (Advantageous)

Managerial Experience

• 2 or more years management experience (Essential)

Telesure Investment Holdings