Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Execute on the full role of Plumbing Team Leader to ensure contribution to the achievement of the business strategy and ease of doing business.

• Strategically manage all non-motor Fast Track Plumbing claims across product lines within the designated area of responsibility.

• Ensure cost management for all non-motor claims, focusing on maintaining an optimal average claims cost.

• Oversee accurate calculations and decision-making for non-motor claims across various product lines.

• Champion a customer-centric approach in alignment with Treating Customers Fairly (TCF) principles.

• Implement and manage the Claims Strategic Plan for the designated area.

• Deliver exceptional service to ensure customer satisfaction.

• Manage staff by creating and maintaining a high-performance team through effective leadership and engagement practices.

• Manage complaints and escalations, ensuring timely resolution and enhancing client and broker satisfaction.

• Control and report on staff performance, ensuring alignment with the business strategy and achievement of relevant KPIs.

• Foster effective people management practices, promoting engagement and productivity.

• Ensure robust cost control and compliance with governance standards.

• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.

Accountability & Urgency

• Responsible for own effectiveness and related results.

• Operate efficiently in a highly pressurized and complex environment, treating claims and tasks with extreme urgency.

Business Acumen

• Understand main business drivers to impact decision-making.

• Maintain awareness of developments in the organizational structure and processes.

• Demonstrate financial awareness, controlling costs, and thinking in terms of profit, loss, and added value.

Teamwork

• Co-operates and works well with others in the pursuit of team goals; shares information; supports others.

Claims Processing

• Understand and effectively apply the claims processes.

• Drive intended results including service and costs.

• Possess technical expertise on vehicle damage.

Quality Driven

• Maintain high standards of quality without diminishing effectiveness.

• Support business objectives and deliver exceptional customer service and experience.

Customer Centricity

• Prioritize customer service and customer experience in decision-making.

• Base all decisions on providing excellent customer service.

Decision-Making and Problem Solving

• Apply complex reasoning to analyse challenges and implement effective solutions.

• Use skills and expertise in decision-making to achieve results.

Team Player

• Work well with others, supporting peers and colleagues to foster team success.

Relationship Management and Networking

• Build networks with parties enabling the achievement of team goals.

• Establish trust and rapport with customers.

• Present solutions that meet customer objectives.

Experience, knowledge & skills required

• Matric

• 5-8 years of non-life insurance experience.

• 2-5 years of relevant claims assessment experience in non-motor claims.

Preferred Qualifications/Competencies

• Expert ability to manage, report and present system compliance and statistics

• FAIS Credits

• Experience in Fast Track Plumbing assessments of non-motor claims.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!