Who we are is because of our people. 

We invest in them because they make us better. We value our people, putting our customers first, working fast and smart, and doing the right thing. TFG is a diverse, multi-faceted retail lifestyle group, woven into the lives of millions. We exist to genuinely be a part of our customers’ lives, and we are passionate about inspiring our customers to live their best lives. Our vision is to create the most remarkable omnichannel experiences for our customers. 

The Value Added Services division within TFG offers a host of insurance products in the Life and Non-Life product spectrum to all existing and new TFG customers under the TFG Insure brand. The Insurance Claims Department offers the support function of managing the insurance claims initiated by customers on their existing insurance policies in the event of a claim. 

The Coordinator will be responsible for managing Team Leaders within the Value Added Services department and will have as their key function driving operational efficiencies, risk management, employee relations, and customer experience within the department. 

Key Responsibilities:

Review, analyse and provide improvement solutions on management processes in line with product requirements.

Identify and manage risks in line with legislative and compliance requirements.    

Compile financial reporting and present such to relevant stakeholders.

Monitor customer touch points throughout the customer journey to help drive customer experience.

Collaborate with all key internal and external stakeholders to ensure high level of service delivery.

Ensure service levels are met within the department. 

Manage projects in line with new developments within the business area. 

Lead and direct management functions within the department. 

Qualifications and Experience

Must have Matric/Grade 12 or equivalent thereof – EssentialDiploma - desirable RE5 or Insurance qualification – DesirableDiplomaInsurance related qualification [desirable]3 years minimum Management experience 2 years analytical and reporting2 years customer service and claims experience - Essential

Skills 

Be proficient in Excel, Word

Experience working on Claims Management systems and platforms

Be logical and apply analytical thinking skills

Must have numerical ability

Be able to problem solve, handle objections and conflict.

Be attentive to information and detail

Be organised, thorough and accurate

Have good time management skills

Be assertive and able to work well under pressure

Have a high level of stress tolerance

Be an effective communicator (verbal, written, electronic, and interpersonal)

Be organised and able to work in a systematic manner

Be a team player and be able to work independently when required to.

Be knowledgeable of Employee Relations processes and proceduresBe able to lead and manage leaders.

Behaviours:  

Forms, develops, and leads a group of individuals toward the achievement of a common team objective 

Applies market and business insights in order to drive organisational objectives 

Conveys information and communicates ideas in a clear, concise, and impactful manner 

Creates an environment that fosters and nurtures a culture of creativity, which drives success 

Understands and navigates dynamics created by processes, systems, and people 

Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results 

Takes accountability and ensures others are held to account on agreed-upon performance targets 

Understands and applies financial concepts and principles to make informed financial decisions 

Interprets and simplifies complex and contradictory information when resolving organisational problems 

Assesses and improves the efficiency, effectiveness, and quality of various work processes 

Develops plans and prioritises initiatives that align with the organisational goals and objectives

 

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.