Insurance Operations Claims Supervisor / BPO Supervisor
Cape Town
R26,000 CTC Per Month
Full-time, On-site About the Client
Our client has been offering specialised services to expatriates and travelers since 1971, supporting a diverse range of global and regional insurance companies. They provide tailored solutions such as emergency assistance, claims handling, and expatriate services, with a focus on meeting unique client requirements. Their 24/7 support and multilingual platforms ensure efficient and effective service delivery.
About the Role
The Supervisor will oversee the daily operations of several Claims Handling Teams, ensuring they achieve performance targets and maintain high standards of service. Working through Team Leaders, the Supervisor will manage workflows, offering guidance, support, and strategic leadership. This role requires experience in managing teams skilled in insurance and claims processes, including travel insurance where relevant. The Supervisor will be responsible for ensuring compliance with established protocols, meeting service level agreements (SLAs), and driving ongoing improvements in operational efficiency.
Key Responsibilities Meet and exceed campaign targets in line with SLAs. Provide monthly reports to Senior Management on KPIs, gaps, and progress. Hold regular meetings with Team Leaders to address concerns. Ensure performance management for all direct reports per company protocols. Collaborate with HR on Industrial Relations activities. Oversee productivity, scheduling, absenteeism, and data management. Coach and mentor direct reports and agents as needed. Maintain consistent team communication. Manage project and ad-hoc tasks from the BPO Manager. Support technical training for new agents and serve as a technical reference for the team. Review MI with QA support to meet KPIs and assist in technical coaching. Ensure all operational targets and QA/productivity KPIs are met. Escalate issues to the BPO Manager. Lead and develop the team with regular feedback and coaching reviews. Organise meetings to resolve issues and discuss updates. Follow meeting protocols, including agendas and action tracking. Conduct coaching and training sessions as needed. Hold one-on-ones with Team Leaders and agents. Ensure compliance with company policies and procedures. Recognise agent development needs and achievements. Communicate with policyholders by phone when necessary. Requirements Native English or advanced proficiency in both written and spoken English. Previous experience in insurance operations is essential. Strong leadership and team management capabilities. In-depth knowledge of insurance operational policies and procedures. Proven experience in planning and developing projects. Claims handling experience, particularly in health or travel insurance, is preferred. Prior experience in telephone customer service is required. Proficient in computer usage. Skilled in process analysis and continuous improvement. Strong numerical skills.
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