Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of
South Africa’s leading financial long and short term insurance providers. Our
portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa’s first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.
Job Title: Manager Legal and Escalations
Location: Fourways, Gauteng, South Africa
Reference #: MLE/2021/10
Contract Type: Permanent
Salary: Market Related
Ensure resolution of escalated and legal complaints by applying contractual principles as well as principles of fairness and equity in order to minimize brand damage. Act in a manner that protects and promotes the Brands within the Group.
Manage turnaround times and timelines for responding to escalated complaints to ensure service delivery standards as agreed by departmental targets and service level agreements.
Information and Business Advice:
Provide specialist guidance on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
Leadership and Direction:
Communicate the local action plan; explain how this relates to the function’s strategy and action plan and the broader organization’s mission and vision; motivate people to achieve local business goals. Manage managers and consultants dealing with external and internal escalated complaints thereby achieving departmental and organisational goals on an on-going basis.
Insights and Reporting:
Prepare and coordinate the completion of various data and analytics reports. Identify trends in complaints, disputes and other reporting information in order to provide recommendations to reduce and avoid future service failures as required.
Use the external communications systems to access and supply specific information.
Organizational Capability Building:
Provide coaching and development to team members to develop their skills.
Grade 12/ SAQA Accredited Equivalent (Essential)
Industry related degree / diploma (Essential)
Regulatory Examination (Advantageous)
STI Qualification (Advantageous)
KI Regulatory Examination (Advantageous)
3 – 6 years experience in customer complaints / dispute resolution preferably in the insurance industry. (Essential)
2 – 3 years experience working in an insurance / policy administration / claims environment. (Advantageous)
3 – 6 years experience in planning and managing resources to deliver predetermined objectives as specified by more senior managers.
Application Deadline: 17/03/2021