Gap Claims Operations Team Leader

Overview

The Gap Claims Team Leader manages both the authorisation of claims and has specialised knowledge of the claims environment. There is a strong focus on accurately and efficiently resolving the claim received whilst ensuring exceptional customer service and satisfaction. The claims team leader has the responsibility of ensuring that the claims team carry out their responsibility while keeping the team motivated and efficient. The claims team leader works closely with the Claims Manager and Claims Operations Executive.

Key outcomes

• Reporting and Managing Key Team Deliverables
• Monitoring of the daily dashboard to ensure adherence to SLA
• Monitoring the teams accurate and efficient processing of claims
• Contribute towards continuous improvement and innovation at process and procedure level
• To ensure that all claims processing and queries are attended to accurately and within the agreed turnaround time
• Monitoring of daily performance statistics and workforce management
• Daily claims focus and work allocation
• Assist clients with escalated queries and provide suitable query resolution
• Accurate completion of people management tasks on a daily basis
• Ongoing feedback to clients
• People and Team Management
• People and team management
• Ensuring participative leadership and strong communication within the team
• Collaboration with all business areas
• Coaching and peer to peer learning
• Knowledge and Quality Management
• Developing of all employees and ensuring smooth onboarding for new employees.
• Review, maintenance and improvement of all processes and document management
• Quality assurance and trending
• Contribute toward risk management

Qualifications

SPECIAL REQUIREMENTS

Work Experience

PERSON DETAILS : REQUIRED

PREFERRED

Education and Qualifications

QUALIFICATIONS : ACCREDITATIONS WITH PROFESSIONAL BODY

Technical Skills

TECHNICAL SKILLS OR KNOWLEDGE

Personal Attributes

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