Team Leader - Insurance

The Team Leader Insurance supports CFSL’s insurance operations and strategy.

The Team Leader – Insurance supports CFSL’s insurance operations and strategy. The Key responsibilities include driving team performance, managing claims, customer service, complaints, and technical queries. The role also involves contributing to product implementation, structural changes, and team development, with additional coordination duties assigned by the Head of Insurance.

• Assist on the implementation of departmental customer service improvement and innovation opportunities across the organization
• Provide consistent aftersales customer service, facilitate the resolution of claims, customer service issues or complaints within prescribed SLAs
• Maintain customer experience levels and claim journey to KPIs
• Act as the voice of the customer through interactions with peers
• Assist in the development of compelling presentations and communications to all levels of the organization to gain buy-in
• Coaches, develops and motivates team. Evaluates performance for growth opportunities and provides regular feedback
• Ensure the right caliber of staff are recruited, and in accordance with company policy and procedures
• Ensure that poor performance is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues
• Plan objectives setting, coaching and performance monitoring of team
• Lead, influence, motivate and mentor both direct and indirect reports/staff to foster engagement, growth, talent retention and customer centricity whilst delivering on all business KPIs
• Set in place clear/transparent succession planning to build strength of team and ensure pipeline for critical roles
• Build a positive team culture with strong positive engagement
• Maintain good relationship with key stakeholders and provide good customer service
• Going above and beyond, by identifying our customers' needs to formulate “right fit” offers/solutions to them
• Ensure smooth and rapid processing of client requests
• Follow up for necessary approvals and compliance
• Ensure adherence to relevant policies and procedures
• Maintain efficient business relationship with all stakeholders
• To ensure that claims settlements and client onboarding concluded are profitable, at the correct insurance-profitable rate
• Ensure accuracy of the application file for new insurance policies
• Review and establish business processes for insurance distribution & administration in an efficient way, whilst, efficiently leveraging on existing business processes
• Ensure ongoing effective process management and compliance to all regulatory & risk management requirement
• Liaise with company’s support functions to ensure alignment of company policies and processes
• Proactively enhance processes and ways or working to support client retention, customer centricity, profitability and other relevant KPIs
• Preparation of claims/workflow reports (Follow-Ups on claims, etc…)
• Assist in the resolution of claims, customer service queries or complaints as per established guidelines/Handling Policy within prescribed SLAs
• Engaging with insurers to advocate on claims decisions/re-engineer insurer’s stands
• Reporting on validated claims as well as the various administrative related tasks present within or attached to the Aftersales functions
• Initiate Temporary Closure procedure coupled with release to Collections & Recovery with as per established guidelines/Handling Policy within prescribed SLAs
• Conducting close collaboration with Collections & Recovery for re-scheduling of agreements/ One-off approval/Special approvals and to assist on long outstanding cases as and when required
• Being a first-line checker for special cases/mandatory approvals/ Waivers/Ex-gratia cases – E.g Counter request for early settlement file
• Handling customers’ queries and complaints across communication channels, including but not limited to the Insurance Line 
• Engage in and achieve set targets and sales campaigns as communicated by management
• Assist in the development of 360 feedback exercises for consistent and reactive customers’ driven processes
• Keeping proper/updated customer records/Documentation on the company database
• Carry out administrative duties as and when required
• Perform any other cognate duties required for the good running of the business

• Minimum 3-5 years’ experience at supervisory in an Insurance environment will be an advantage
• Underwriting, distribution, markets, product and claims exposure (General /Short-Term Insurance and/or Life Assurance)
• Relevant experience in providing and planning for excellent customer service within the Insurance field; preferably
• Past Track record of building long-term relationships, and working in a team-oriented environment.