Quality Assurance Team Leader

Job Title: Team Supervisor - Fraud Analysts

To supervise and provide motivational direction to a team of Fraud Analysts to ensure delivery of an efficient and effective service to the business and Counter Fraud teams while meeting business performance objectives, KPIs, and SLAs in accordance with company procedures and policies.

Job Responsibilities:

1. Ensure delivery of targets.
2. Provide reports to the Operations Manager on the status of objectives.
3. Assist and provide guidance to the analysts with any queries and handle the more complex cases, if appropriate.
4. Validate claims history while adhering to the relevant compliance procedures.
5. Ensure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets the agreed SLAs.
6. Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome.
7. Manage additional premium processes to ensure outstanding debt is kept to a minimum.
8. Ensure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectively.
9. Provide sign off on all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service, and Claims.
10. Conduct regular reviews to check the accuracy and quality of the team's work.
11. Deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews and 1-2-1's; including probationary reviews and annual appraisals.
12. Deal with all employee issues including monitoring absence and conducting disciplinaries.
13. Assist the Operations Manager with the recruitment process.
14. Monitor agents' calls to ensure they are following company policies and procedures at all times and are compliant with FCA regulations (including TCF principles).
15. Set targets for agents and deliver coaching and feedback to the team to achieve KPIs and SLAs, and conduct regular performance reviews, including probationary reviews and annual appraisals.
16. Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
17. Assist with the training of new recruits or re-training of current employees when required.
18. Have input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.
19. Ensure all analysts are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
20. Work closely with other CFS teams and other departments to ensure consistency and best practice.
21. Ensure compliance with company and other relevant standards / regulations at all times.
22. Build and maintain relationships with CFS and other departments, as appropriate.
23. Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.

Job Requirements:

1. A minimum of Matric / NQF 4 qualification.
2. RE or FAIS qualification is preferable.
3. Excellent communication skills, both verbal and written.
4. Negotiation and influencing skills.
5. Good time management and organisation skills with the ability to prioritise work.
6. Strong leadership and people management skills with the ability to motivate employees in a high-pressure environment.
7. Problem-solving skills with the ability to adopt a logical approach to resolving problems.
8. Strong customer service skills.
9. Good numeracy and literacy skills.
10. Extensive motor insurance experience.
11. Extensive motor insurance policy fraud experience.
12. Experience of performance management of a team.
13. Experience of setting objectives.
14. Solid understanding of all aspects of motor insurance, specifically regarding policy fraud investigation and analysis / indemnity referral.
15. Knowledge of fraud detection and analysis systems.
16. Solid understanding of insurance fraud intelligence model and relevant systems.
17. Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims.
18. Solid understanding of the business objectives and operations delivery.
19. Technical knowledge of insurance products and personal lines insurance.
20. Comprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training.
21. Sound knowledge of managing telephony systems.
22. CII qualified or working towards this.

Required Skills:

1. Commercially focused.
2. Self-motivated and enthusiastic.
3. Takes initiative to make decisions.
4. An organised and proactive approach.
5. Emphasis on attention to detail and accuracy.
6. Able to work on own initiative and as part of a team.
7. A flexible approach and positive attitude.
8. Confident in presenting complex information in a clear and concise manner.
9. Strives to deliver performance targets and drive business improvements to contribute to the success of the business.

Core Behaviour:

Huntswood's employees are described as dependable, driven, and collaborative. The job holder should be able to demonstrate they are: Confidential, reliable, and genuine. Dynamic, passionate, and determined. Friendly, compassionate, and cooperative.