Discovery - VitalityLife

 

Team Manager – Member Care Life

 

About Discovery VitalityLife

 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

 

About the VitalityLife Claims Team

 

At VitalityLife, we are committed to providing a market-leading claims management service. Our customers are our priority and we are dedicated to supporting them when they need us the most. We are committed to ensuring that compassion and empathy are a fundamental part of the claims experience for our customers.

 

Key Purpose

 

This role must ensure the efficient and effective operations of the Life Claims departments particularly as the department is the ‘face’ of Vitality Life. This is achieved through:

Monitoring team performance and output through use of volume and quality audit data to set or adjust targets and measure success against them and raise the standard of the team. Will be required to engage with both internal and external stakeholders. Responsible for the delivery of the service strategy through management of direct reports  Coach and support team members through regular 1:1s and reviews to identify and address development needs and construct development plans which will build a high-quality team.   Regular liaison with Relationship Managers to ensure escalations and complaint processes are adhered to in a timely and professional manner.  Take full responsibility for regularly updating own knowledge and monitoring teams’ knowledge of company products, processes and procedures to provide the best, accurate customer information at all times.   Responsible for standard of service provided by own team and involvement in achieving the overall department targets.  Responsible for reward, training and development of own team, establishing and maintaining a performance management framework for the team.  

 

Areas of responsibility may include but not limited to:

 

The successful applicant will be responsible for but not limited to the following job functions:

 

Development and Optimisation of Processes and Systems: Processes and systems which optimise the functioning of the Business Unit and improve customer

service levels are implemented. This is achieved by proactively seeking out service gaps, working in conjunction with relevant specialists e.g. Business Analysts, Quality Assurance etc, identifying and implementing appropriate solutions.

 

Query Resolution: Ensures the effective resolution of queries escalated within agreed timeframes. Performs trend analysis of queries and escalations to identify staff development areas, and implements remedial action (coaching, training etc) accordingly

 

Staff Management: Performs all staff related responsibilities (performance appraisals, development plans etc) as per expectation

 

Personal Attributes and Skills

 

Deciding and initiating action Working with People Able to work unsupervised and to take initiative Adhering to Principles and Values Presenting and Communicating Information Conflict handling and resolution Collaboration and team work Learning and Researching Delivering Results and Meeting Customer Expectations Following Instructions and Procedures Adapting and Responding to Change Coping with pressure and setbacks Achieving Personal Work Goals   Technical Skills Effective Communication Skills (verbal & written) Passionate about developing people  Good communication skills  Ability to prioritise   

 

Education and Experience:

 

Education

 

Matric/Grade 12 is essential At least 2 years' experience in a leadership role. At least 2 years’ experience in a Claims environment would be advantageous

 

 

Knowledge:

 

Business Processes Product Compliance UK Insurance Industry - advantageous System

 

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.