Team Leader – Non Motor Scheduling: Countrywide Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description The role will oversee a team of Schedulers who are responsible for the distribution of claims to the Internal and External Assessors. Manage External outstanding to make sure they deliver services within time frames. Manages Catastrophe claims countrywide. Manage Binder Fee Notes/On-boarding Process/Fee Recon. Networking across all Internal and External parties. Manage External/Internal Complaints.
You Would: Be responsible for the management and functioning of the scheduling of claims area to achieve high quality claims management and resolution.
Ensure that the team distributes all new claims within turnaround time.
Ensure all allocations are completed the same day.
Maintain an average turnaround time not to exceed 4 hours.
Initial Scheduling TAT (average per claim) is 8 working hours.
Manage re-assignments within 8 working hours.
Utilize Symbility as a spend direction tool to appoint the right assessor in the right area to reduce travel time.
Reduce External Assessors usage and cost.
Ensure that Mandated Claims are registered on Symbility where Assessors are appointed.
Ensure fee note allocation and journal: Manage overall claims processing functions and ensure accurate and timely processing of scheduling claims within established legal and company compliance.
Design, implement and monitor Key Performance Indicators and Service Level Agreements relevant to achieving segment objectives.
Analyse journal payments and Binder Fees to identify and address trends and opportunities.
Analyse and evaluate business processes, implement and manage actions to streamline processes, improve operational efficiencies, and identify opportunities for reducing operational costs.
Analyse customer impact and respond to complex escalated customer service and claims processing issues to ensure that customer expectations are consistently met.
Manage and drive quality and customer service standards.
Apply basic statistical analysis to track performance variations and resolve operational performance variations.
Identify performance issues and implement action plans to manage the issues.
Design and implement action plans to contribute towards the organizational strategy and link setting of standards, targets, and overall objectives towards the achievement of the organizational strategy.
Produce and analyse weekly/monthly KPIs, dashboards, and analytics to measure and improve performance.
Manage Workforce and address capacity gaps by reviewing and improving work processes.
Implement performance agreements, agree on goals and objectives, provide regular feedback on performance, recognize, and reward achievement and take appropriate corrective action where required.
Continuous improvement to ensure effective service: Ensure statutory and legislative knowledge is always current to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
Ensure adherence to organisational policies, practices, guides, mandates, and procedures.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Service delivery to ensure customer satisfaction: Maintain service, quality, and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures, and standards.
Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
Develop work routines in line with operational plans/schedules to manage achievement of service delivery goals.
Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
Cost control and governance adherence: Proactively ensure use of time, of resources, money, materials, or equipment is in line with policies and procedures.
Comply with corporate governance policies, procedures, and standards.
Operate within agreed mandates.
Quality people practices: Align own behaviour with the organisation culture and values.
Share and transfer product, process, and systems knowledge to colleagues.
Ensure achievement of own performance objectives.
Actively share information with other team members regarding successes, issues, trends, and ideas.
Actively participate in own professional development and career path.
Actively promote a culture of learning and high-performance culture amongst team members.
Experience, knowledge & skills required: Minimum of 3-5 years in leading a Short-term Insurance Product knowledge.
Minimum of 3-5 years' experience in the handling of non-motor related claims.
Bachelor's degree and/or Insurance Qualifications.
Experience in staff management.
The Recruitment process: TA Interview: A discussion with a member of the TA Team to give you an understanding of our business, our culture & values and more context on the role.
Panel Interview: A meeting with 2 members of the senior leadership of the data team and 1 member of the HC leadership team.
Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with MIE & Internal Verification.
Final Feedback.
All About OMI: Old Mutual Insure LinkedIn Post Closing Date: 12 September 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process.
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