Website Hollard Insurance
All right, all right – let’s cut to the formalities. Here's the deal. At Hollard, we get up in the morning to ensure people sleep better at night. Our job is to look after the stuff our customers love. In fact, 5 million people already trust us with their stuff. That's pretty big deal… read more to us. http://www.hollard.co.za Impressum The Hollard Insurance Co. Ltd (Reg No 1952/003004/06) is an Authorised Financial Services Provider. Hollard Life Assurance Co. Ltd (Reg No 1993/001405/06) is an Authorised Financial Services Provider. Hollard Investment Managers Pty Ltd (Reg No 1997/001696/07) is an Authorised Financial Services Provider. Specialties Funeral insurance, Life insurance, Hospital Cash Back Plan insurance, Motor Xtender vehicle warranty insurance, Pay As You Drive usage-based car insurance, Motor and Household insurance, and Parnership philosophy – Flexible approach 22 Oxford Road, Parktown, Johannesburg
Role Objectives:
To effectively manage the Back Office Recovery Contingency specific area (Contingency Negotiators/ Contingency Agents/ Pothole Recovery Service Providers / SOP / SLA’s) with regards to service; quality and performance to create a culture of excellent service.
Key responsibilities:
Ensure teams’ targets are achieved.
Adherence to SLA and SOP. Ensure correct actions taken on reports as per Recovery standards
Ensure data integrity on financials and key data indicators. Track and audit. Track claims log and broker updates. Track and resolve operational and performance variations.
Performing inline quality assurance reviews.
Develop and encourage strong teamwork. Identify potential inter-departmental problems and escalate them to higher levels. Engage regularly in team or group problem-solving.
Manage areas of critical compliance and actively manage non-conformance. Actively manage non-performance.
Identify, accumulate and analyse statistics that reflect on your team’s performance
Continually assess the technical competence of your team and take steps to develop their knowledge and skill
Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
Ensure the work environment enables employees to “live” the organisation culture and values.
Actively participate in own professional development and career path. Inducting people into the specific team and job related issues. Ensure adherence to organisational policies, practices and procedures. Identify and recommend areas / ways to improve processes. Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals. Measure and monitor service delivery compliance of team.
Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to time of subordinates and utilisation of materials or equipment.
Take accountability for the management of business-related risks within own area.
Required Knowledge and Experience
3 years short term insurance motor and non-motor recovery and liability claims experience, alternatively
3 years debt collections experience
Strong delictual- and merit evalution competency
Ability to assess viability of contingency matters
Strong debt collections competency
Arguing and negotiating skills – both verbal and written
Strong administrative skills
Data accuracy and consciousness
Customer focused
Time Management & Prioritizing
Identifying and Solving Problems
Educational Requirements
Matric
LLB / BCom LLB or any alternative Legal qualification
Apply via company website ( http://www.hollard.co.za ) or
hollard.erecruit.co