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TEAM LEADER – OPERATIONS
Econet Life (Pvt) Ltd is looking for Team Leaders – Claims and Operations to join the EcoSure Team. The main purpose of the position is the management of back end product support, claims assessment and management, value chain management, system monitoring and reporting to ensure customer retention and satisfaction.
Qualifications and Experience
• A Commercial Degree in Risk and Insurance or equivalent
• A vocational qualification in Insurance; COP or equivalent
• 4-6 years’ experience in a related environment.
• An MBA will be an added advantage.
• Good interpersonal skills demonstrated by the ability to interact at all levels within the organization and with external parties.
Key Result Areas
• Supervises the short term insuretech operations section to ensure system and processes effectiveness throughout the short term insuretech value chain
• Oversees the effectiveness of first level support for the entire short term insuretech value proposition by ensuring all escalated queries are resolved within set timelines.
• Manages the registration of key stakeholders (Repairers/ partners/ Agents/ Brokers) through effective validation and verification of documents received and registration of the different partners in the various systems in line with set processes and procedures
•Conducts Value Chain Management to ensure an exceptional customers experience
• Carries out periodic system testing of all systems in use to ensure that anomalies are picked and tracking of resolution timelines.
• Ensures timely communication and responses to customer enquiries through the establishment and monitoring of relevant service level agreements and adherence to procedures
• Provides adequate reporting to management as to the performance of the operations section
• Maintains customer records and ensure accuracy of insurance coverage, termination of cover and/or blacklisting thereby ensuring data integrity
• Identifies potential fraudulent activities, records and maintains that feeds into the central fraud register to proactively mitigate against revenue loss and reputational damage
• Conducts training needs analysis for staff and recommends appropriate action
• Coordinates activities of system developers to ensure development is in line with set policy wording
• Ensures escalated queries are resolved timeously within acceptable time lines
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