Manager General Merchandise

Job Description

Co-ordinate and oversee, manage, negotiate, and settle personal lines and commercial claims and account for the finalisation of the claim end-to-end.

Delegate authority to manage the process and resolve any conflict by negotiating, settlement, and finalisation functionality.

Administer and validate claims correctly and efficiently within the specifications of PPS Short-Term Insurance Company's policy terms and conditions.

Requirements

Education

1. NQF Level 4 : Grade 12
2. Certificate of Proficiency in related field

Experience

1. 5+ years experience in a Short-Term Insurance Claims environment
2. Short-term Insurance Industry experience will be advantageous.
3. Codeplex experience would be an advantage.

Knowledge And Skills

1. Strong communication skills (written & verbal).
2. Strong customer service skills.
3. Service driven, with a focus on accuracy and quality of information delivered within service levels.
4. Strong attention to detail.
5. A strong work ethic and a drive to exceed expectations.
6. Strong analytic and problem-solving skills.
7. Adaptability to different stakeholders, audiences, and environments.

Competencies

1. Adapting and responding to change.
2. Persuading and influencing.
3. Deciding and Initiating Action.
4. Coping with pressure.

Duties and Responsibilities

Validation of Insurance Claims

1. Validate claims in a friendly, courteous, and professional manner to all stakeholders within the prescribed turnaround times as documented and agreed in various service level agreements.
2. Accurately document all interactions, decisions, and transactions related to the claims process, including maintaining detailed records of claim documents, correspondence, and any investigation findings.
3. Investigate the merits of a specific claim and determine if the services of an assessor / loss adjustor would be required and appoint the most appropriate preferred assessor / loss adjustor where necessary to perform further investigations.
4. Verify that all requirements are met (e.g., alarm systems, etc.) in terms of the policy contract.
5. Confirmation of conflicting statements with relevant parties.
6. Make decisions within financial mandate and within the set-out processes.

Process Optimization and Efficiencies

1. Duties include working with cross-functional teams to deliver exceptional service to all intermediaries / members as set out in the relevant service level agreements.
2. Combat insurance fraud by ensuring strict compliance to mandates, set procedures, philosophies, and Company rules and regulations.
3. Identify opportunities for process improvements and efficiency enhancements within the claims handling department.
4. Offer feedback and suggestions to enhance customer experience and streamline operations.
5. Uphold all service excellence principles as communicated by management.

Stakeholder Management

1. Build and maintain relationships with internal and external stakeholders.
2. Collaborate effectively with peers to achieve business results.