The Disability Claims and Underwriting Team Manager will oversee a team of claims assessors and underwriting administrators to ensure the efficient and accurate management of processes. The role involves ensuring compliance with company policies, legal frameworks, and relevant industry regulations, while maintaining high levels of customer satisfaction and team performance. This individual will also be responsible for coaching, mentoring, and motivating the claims and underwriting team, ensuring that processing is done timely, accurately, and in accordance with the company’s guidelines and South African Disability Insurance legislation.

What to Expect:

Team Leadership:

• Lead, supervise, and manage a team of disability claims assessors and underwriting administrators, ensuring effective delivery of processing within set service level agreements (SLAs)
• Provide regular feedback, coaching, and training to improve team performance
• Develop a high-performance culture within the team, ensuring staff motivation, engagement, and adherence to key performance indicators (KPIs)
• Handle team resource planning, scheduling, and ensure the team is well-equipped to meet service delivery goals

Quality Assurance & Compliance:

• Conduct regular audits and quality assurance checks to ensure processing are in line with internal policies and external legislation
• Keep up to date with changes in disability and underwriting insurance laws and industry best practices, ensuring the team remains compliant at all times

Customer Service & Communication:

• Oversee the handling of customer inquiries and complaints, ensuring high levels of customer satisfaction
• Provide clear communication with claimants, beneficiaries, and other stakeholders regarding claims status and outcomes
• Manage escalations, ensuring swift and professional resolution of any disputes or issues

Reporting & Analytics:

• Provide regular reports to senior management on claims team performance, highlighting trends, risks, and opportunities for improvement
• Analyse trends and metrics to identify areas for process improvement and enhanced efficiency
• Monitor claims data to ensure accurate processing and prevent fraud or errors in claims payments

What You'll Bring:

Qualifications and Experience

• Bachelor’s Degree
• Minimum 5 years of experience in the disability claims and insurance sector, with at least 2-3 years in a leadership role
• Proven experience in managing teams, with a strong emphasis on performance management and development

Competencies

• Excellent leadership, coaching, and mentoring skills
• Strong decision-making abilities and problem-solving skills, especially in complex claims scenarios
• Excellent communication skills, both verbal and written, with a focus on clear and empathetic communication
• Ability to handle high-pressure situations while maintaining a customer-focused approach
• Strong analytical skills with a focus on data-driven decision-making
• Ability to work independently, while being part of a team

Contact information

Wilma Spitsbaard