Team Leader-Policy Analysis - Umhlanga

We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.

We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience - bringing together the people, processes and knowledge businesses need to succeed.

Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today.

We ensure the right people are in the right place at the right time - whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question - working on their terms to share our insight whenever and wherever they need it.

Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change - offering ultimate flexibility to help clients create value and meet demand with confidence.

We are Huntswood. Your trusted partner for better outcomes.Job Responsibilities:

Ensure delivery of targets.

Provide reports to the Operations Manager on the status of objectives.

Assist and provide guidance to the analysts with any queries and handle the more complex cases, if and where appropriate.

Validate claims history whilst adhering to the relevant compliance procedures.

Ensure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets the agreed SLAs

Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome

Manage additional premium process to ensure outstanding debt is kept to a minimum

Ensure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectively

Provide sign off on all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service and Claims.

Responsible for conducting staff management duties including:

Conducting regular reviews to check the accuracy and quality of team's work.

Delivering coaching and feedback to the team to achieve KPI's and SLA's, and conducting regular performance reviews and 1-2-1's; including probationary reviews and annual appraisals

Deal with all employee issues including monitoring absence and conducting disciplinaries.

Assist the Operations Manager with the recruitment process

Monitor agents calls to ensure they are following company's policies and procedures at all times and are compliant with FCA regulations (including TCF principles)

Set targets for agents and deliver coaching and feedback to the team to achieve KPI's and SLA's, and conduct regular performance reviews, including probationary reviews and annual appraisals

Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.

Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.

Have input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.

Ensure all analysts are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.

Work closely with other CFS teams and other departments to ensure consistency and best practise

Ensure compliance with company and other relevant standards/ regulations at all times

Build and maintain relationships with CFS and other departments, as appropriate.

Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.

Job Requirements:

A minimum of Matric/NQF 4 qualification

RE or FAIS qualification is preferable

Excellent communication skills, both verbal and written

Negotiation and influencing skills

Good time management and organisation skills with the ability to prioritise work

Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment

Problem solving skills with the ability to adopt a logical approach to resolving problems

Strong customer service skills

Good numeracy and literacy skills

Computer literate

Extensive motor insurance experience

Extensive motor insurance policy fraud experience

Experience of performance management of a team

Experience of setting objectives

Solid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis/indemnity referral

Knowledge of fraud detection and analysis systems

Solid understanding of insurance fraud intelligence model and relevant systems

Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims

Solid understanding of the business objectives and operations delivery

Technical knowledge of insurance products and personal lines insurance

Comprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training

Sound knowledge of managing telephony systems

CII qualified or working towards this

Required. Skills:

Commercially focussed

Customer focussed

Self-motivated and enthusiastic

Takes initiative to make decisions

An organised and proactive approach

Emphasis on attention to detail and accuracy

Able to work on our own initiative and as part of a team

A flexible approach and positive attitude

Confident in presenting complex information in a clear and concise manner

Strives to deliver performance targets and drive business improvements to contribute to the success of the business