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 organisation’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 organisation’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 and how this relates to the broader business plan and the organisation’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 member’s 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 organisation’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 organisation 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.

Education

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

Experience

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