Team – Member care Life, SA
Working Pattern - Hybrid – 2 Days per week in the Vitality Sandton Office. Full time, 37.5 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
- People Leadership and Coaching
- Claims & Insurance Expertise
- Performance Management and Continuous Improvement
What this role is all about:
As a Team Leader withing Life Claims, you will play a pivotal role in delivering an exceptional customer experience and ensuring the smooth, efficient running of the department. This role must ensure the efficient and effective operations of the Life Claims departments particularly as the department is the ‘face’ of Vitality Life. This is achieved through:
Key Actions
- Lead and manage a team of Life Claims professionals, driving high performance through clear objectives and regular feedback
- Monitor team output using volume and quality data, setting targets and implementing improvements where required
- Conduct regular 1:1s, performance reviews and coaching sessions to support individual development and build capability
- Establish and maintain an effective performance management framework
- Deliver against the Life Claims service strategy, ensuring excellent customer outcomes and adherence to SLAs
- Act as a key point of contact for internal and external stakeholders, building strong working relationships
- Work closely with Relationship Managers to manage escalations and complaints professionally and within agreed timeframes
- Take ownership of the standard of service delivered by your team and contribute to wider departmental goals
- Identify opportunities to improve processes and systems that enhance efficiency and customer experience
- Collaborate with Business Analysts, Quality Assurance and other specialists to implement solutions
- Analyse trends in queries and escalations to identify development needs and drive targeted training or coaching
- Ensure both you and your team maintain strong knowledge of products, processes and procedures
- Promote a culture of continuous learning, accuracy and customer focus
- Support the design and delivery of training and development initiatives
- Manage all aspects of the employee lifecycle including performance reviews, development planning and reward
- Coach and mentor team members to build a capable, motivated and high-quality team
What do you need to thrive?
- Proven people management experience, ideally in a claims or customer service environment
- Strong communication and stakeholder management skills
- Experience within UK insurance claims, ideally Life or long-term insurance
- Solid understanding of long-term insurance products and administration
- Ability to analyse performance data and drive improvements
- Competent in Microsoft Office (intermediate level)
- Minimum secondary education.
Desirable-
At least 2 years’ experience within a UK insurance environment
Previous experience in long-term claims and administration
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So, what’s in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- Retirement support – We will match your contributions up to 5% of your salary
- Health & wellbeing – Discovery Medical Health Scheme
- Financial protection - Life assurance, income protection and short and long-term disability insurance
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.