Processing Team Manager

Client Telesure
Reference # NC -TM
Published 12/08/2017
Contract Type Permanent
Location Fourways, Gauteng, South Africa
The Processing Team Manager contributes to the organisations strategy and objectives by driving operational, financial and customer results through people.
Job Functions Client Services,Management
Industries Banking / Finance & Investment,Financial Services,Insurance
Job Objectives/Outputs

•Implement, drive and monitor group strategy and operational efficiency through team members and systems to achieve group targets and results (Rejection ratios, cost effectiveness, resource management etc.).
•Effectively lead, manage and align the team through the agreed methodologies and frameworks. Leading, coaching, recruiting, staff retention, development, performance management, empowerment etc.) in order to achieve organisational goals and objectives.
•Build and maintain effective relationships (internal and/or external) through networking and connecting.
•Investigate and explore innovative methods in which to lead, optimise and develop team and business through people, systems and processes.
•Responsible for all aspects of staff resourcing, succession planning,
management and development ensuring the right people are in place to support
service delivery, achieving production and performance targets at all times.
Educate staff on and consistently maintain the claim acceptance and rejection decision-making criteria.
•Deliver and drive the Telesure Service Way through personal effort and through others.

Essential Competency Requirements

The Ability to:As Demonstrated By;

Working with PeopleShows respect for the views and contributions of others; Reconciles conflict; Builds team spirit; Listens, supports and cares for others;
Consults others and shares information and expertise with them; Adapts to the team and fits in well

Adhering to Principles and Values
Upholds ethics and values; Demonstrates integrity

Achieving Personal Work Goals & ObjectivesAccepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities.

Deciding and Initiating Action
Takes responsibility for actions, projects and / or people; Initiates and generates activity and introduces changes into work processes; Makes quick, clear decisions which may include tough choices or considered risks; Applies sound judgement; Comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions

Customer Orientation / Telesure Service Way
Focussing on customer needs and satisfaction as per the Telesure Service Way

Results Focus / Driving for Results
Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Consistently achieves project goals; Works in a systematic, methodical and orderly way

Managing Change
Critically analysing evolving and fluid situations; Facilitating the implementation and acceptance of change within the workplace

Build and Retain Organisational Talent
Recruits staff of a high calibre; Provides staff with development opportunities (coaching, mentoring, training etc.); Sets appropriate standards of behaviour; Build and support retention strategies

Empowerment / Delegation
Provides others with a clear direction; Motivates and empowers others

Managing Performance
Set and monitor reasonable performance expectations;
Addressing performance gaps;
Rewarding and celebrating accomplishments; Clearly communicate confidence in the individual's ability to excel

Constantly learning and improving decision-making criteriaCollect information on acceptance and rejection of claims to consistently update the decision-making criteria and hold consultants accountable to these

Desirable Competency Requirements

The Ability to:As Demonstrated By;

Persuading, Influencing & Negotiation Gains clear agreement and commitment from others by persuading, convincing and negotiating; Makes effective use of political processes to influence and persuade others; Promote ideas on behalf of oneself or others; Makes a strong personal impact on others; Takes care to manage one's impression on others; Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement.

Adapting & Responding to ChangeAdapts to changing circumstances; Tolerates ambiguity (uncertainty / complexity); Accepts new ideas and change initiatives; Adapts interpersonal style to suit different people and / or situations; Shows an interest in new experiences

Resilience / Emotional IntelligenceMaintains a positive outlook at work; Works productively in a pressurised environment; Keeps emotions under control during difficult situations; Handles criticism well and learns from it; Balances the demands of a work life and a personal life; Coping with pressure and setbacks; Self-awareness EQ / Self-management EQ; Interpersonal / Social EQ

Applying Expertise & TechnologyApplying specialist and detailed technical expertise; Uses technology to achieve work objectives; Develops job knowledge and expertise (theoretical and practical) through continual professional development;
Demonstrates an understanding of different Telesure departments and functions


Level of Education:
•Standard 10/ Grade 12/ University entrance
•The required FAIS Accreditation

•A relevant 3 year Business related degree / diploma in e.g. ????
•Management Diploma
•At least 2-3 years in a customer services environment

•2 years’ experience at Team Manager level
•2 years’ experience in claims and policy services environment

Knowledge of:
•Company Products (internal Claims and LA – Essential?)
•Understanding Leadership and Management principles

•Company Policies and procedures
•Basic Knowledge of applicable legislation (FAIS, BCEA etc.)
Job Closing Date 25/08/2017
Share on