Manager: Recoveries And Settlement Australia Nightshift

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Manage the Recoveries and Settlements teams. Ensure effective delivery of service to all levels of inbound and outbound customer interactions. Implement operational plans to assist in achieving the required operational results and maintain effective relationships with internal and external stakeholders.

To manage teams that manage a portfolio of claim files within the Settlements claims department, helping our third parties directly, whilst achieving cost effective and quality claims handling through robust relationships with team members, internal and external service providers.

To manage teams that negotiates and manages a portfolio of claim files within the Liabilities Department. Review and assessment of insurer demands and liability determination to achieve effective claims cost outcomes.

Responsibilities

Operations Management

Oversee an operational area with guidance from senior colleagues. Could

involve responsibility for development or delivery (or both). Ensure that

operational activities are consistently executed according to operational and quality standards and manage exceptions proactively to meet or exceed customer expectations.

Operational Compliance

Monitor and review performance and behaviors within area of responsibility to

identify and resolve non-compliance with the organisation's policies and relvant

regulatory codes and codes of conduct.

Continually monitor and review the operational standards (Operating

Procedures) to maintain the correct quality of operational activities and stimulate

continuous improvement.

Ensure that non-conformance and variances within the function is rectified as a

high priority.

Stakeholder Engagement

Identify and manage stakeholders up to management level, finding out their

needs/issues/concerns and reacting to these by leading and coordinating the

development of stakeholder engagement plans to support the communication of business information and decisions.

Engage with all relevant people/other

departments in the claims business and co-ordinate relevant inputs (people,

systems and processes) to achieve or improve the required results (on time and

according to the relevant quality standards).

Engage with Attorneys regarding performance standards and improving busness

results.

Relationship management in professional forums to discuss adherence to

standards and service level agreements to improve business results.

Leadership and Direction

Communicate the actions needed to implement the function's strategy and

business plan within the team; explain the relationship to the broader

organisation's mission, vision and values; motivate people to commit to these

and to doing extraordinary things to achieve local business goals.

Performance Management

Manage and report on the performance of a substantial, diverse team; set

appropriate performance objectives for direct reports or project / account team

members and hold them accountable for achieving these; take appropriate

corrective action where necessary to ensure the achievement of team / personal objectives.

Develop and monitor performance standards accordingly in order to improve individual and operational performance. Plan, schedule and review workload to improve productivity by measuring results against targets. Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence.) Identify, support and implement the training needs for the department.

Customer Service

Manage a medium-sized customer service area or several customer service

sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

This relates to both own customer and other parties.

Improvement / Innovation

Identify shortcomings in existing business practices, then suggest and

implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.

Insights and Reporting

Prepare and coordinate the completion of various operational data and analytics reports.

Budgeting

Track budgets and report variances to more senior colleagues.

Control all associated operational cost in accordance with the annual budget.

Personal Capability Building

Develop own capabilities by participating in assessment and development

planning activities as well as formal and informal training and coaching; gain or

maintain external professional accreditation where relevant to improve

performance and fulfill personal potential. Maintain an understanding of

relevant technology, external regulation, and industry best practices through

ongoing education, attending conferences, and reading specialist media.

Education

Grade 12/ SAQA Accredited Equivalent (Essential); Degree in Law - BA Law. Bcom Law, LLB (Essential); FAIS Regulatory Qualification (Advantageous) ; RE 5 (Advantageous); RE 1 (Advantageous); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous)

Experience

4 to 6 years' in a decision-making position within the financial industry in the disciplines of Recoveries and/or Liabilities (Essential). 2 to 4 years' experience in managing others and managing managers (Essential)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.