Team Leader - First Central Policy Analysis

Job DescriptionJob Overview:To supervise and provide motivational direction to a team of Fraud Analysts to ensure delivery of an efficient and effective service to the business and Counter Fraud teams at the same time ensuring delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.Job ResponsibilitiesEnsure 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 SLAsProvide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcomeManage additional premium process to ensure outstanding debt is kept to a minimumEnsure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectivelyProvide 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 appraisalsDeal with all employee issues including monitoring absence and conducting disciplinaries.Assist the Operations Manager with the recruitment processMonitor 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 appraisalsDeal 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 practiseEnsure compliance with company and other relevant standards/ regulations at all timesBuild 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 RequirementsA minimum of Matric/NQF 4 qualificationMust have a minimum of 1 year TL experience in client experience, customer care (International Motor Insurance Experience is highly advantageous)Intermediate Excel skills is essentialRE or FAIS qualification is advantageousSolid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis/indemnity referral advantageousKnowledge of fraud detection and analysis systems advantageousSolid understanding of insurance fraud intelligence model and relevant systems advantageousExcellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims advantageousSolid understanding of the business objectives and operations deliveryTechnical knowledge of insurance products and personal lines insurance advantageousComprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training advantageousCII qualified or working towards this preferableRequired. SkillsCommercially focusedCustomer focusedSelf-motivated and enthusiasticTakes initiative to make decisionsAn organised and proactive approachEmphasis on attention to detail and accuracyAble to work on our own initiative and as part of a teamA flexible approach and positive attitudeConfident in presenting complex information in a clear and concise mannerStrives to deliver performance targets and drive business improvements to contribute to the success of the businessExcellent communication skills, both verbal and writtenNegotiation and influencing skillsGood time management and organisation skills with the ability to prioritise workStrong 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 problemsStrong customer service skillsGood numeracy and literacy skillsComputer literateStrong experience of setting successful team objectives and team managementSolid understanding of the business objectives and operations deliverySound knowledge of managing telephony systems Core BehaviourHuntswood’s employees are described as dependable, driven and collaborative.The job holder should align to our 6 Fundamental Values:Bring Your “A” GameStrive For Greater Enable and empower all employeesDo the right thingOwn itDeliver unbelievable service"It's not just about what we do, but the way we do it. And it's our values that make us special."NB: All appointments are subject to the positive outcome of pre-employment verification checks.Apply