Commercial Team Manager

CAREER OPPORTUNITY
An exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion.

JOB DESCRIPTION
Duties and Responsibilities:
•Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative, and appropriate claims handling.
•Handling of performance related issues and disciplinary matters.
•Manage, support and develop a team of people to ensure service delivery and performance management applied consistently.
•Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
•Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.
•Demonstrates an effective communication style that motivates, across internal and external teams and individuals that may become involved with claim tasks.
•Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
•Meeting of set deadlines.
•Managing team’s task adherence (diary, message, and email management)
•Monitoring immediate first call resolution within the claims department.
•Management of outstanding claims monthly. (Outstanding listings)
•Authorise and validate claims that does not fall in the staff mandate.
•Ensure compliance in terms of “Under Supervision” and record keeping.
•Liaising, building excellent relationships and ensure accurate and timeous response to brokers and clients on queries.
•Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.
•Auditing of claims within your team monthly
•Monitor equal distribution of claims.
•Analyse training needs: identify possible problem areas and change weakness into strength.
•Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head
•Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.
•Provide policy wording interpretation.
•Courteous and professional attendance to telephonic queries.
•Deliver strategic results in term of the Brolink Vision and Mission.
•Align own behaviour with the organisation culture and values.
•Demonstrate commitment toward the team and participate in building team culture.
•Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation.
•Identify and recommend enhancements to processes.
•Monitoring of call procedures and availability within the department together with managing the contact centre.

•Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures.
•Comply with corporate governance policies, procedures, and standards.
•Manage own development to increase own competencies.
•Must fully understand the Complaints Process and Procedures.

QUALIFICATIONS AND EXPERIENCE
Qualifications
Minimum Requirements:
•Matric is an essential requirement
•FAIS Credits (as per FAIS requirement)
•Must be Fit & Proper in terms of the FAIS Act
•Regulatory Exam: Representatives
•Must not be debarred with FSCA
Work Experience
Minimum Requirements:
•Minimum of 5 -10 years’ experience: Commercial claims experience with all types of Motor and Non- Motor claims in the short-term insurance industry.
•Experience in Engineering-, Travel-, Agri-, Commercial Crime-, Cyber Insurance will be an advantage.

TECHNICAL COMPETENCIES
Minimum Requirements:
•Advanced proficiency in MS Office – Excel, Word, PowerPoint.
•Internet savvy.
•Tech understanding.
•Sound knowledge of Insurance principles.
•Ability to summarise, analyse and evaluate data.
•Ability to implement new processes.
•Comfortable working in a fast paced, constant changing environment, with new technology and tools.

ATTRIBUTES
Attributes required for the position include and are not limited to:
•Leadership and management
•Planning, organising, follow-up (time management)
•Stress tolerance, resilience
•Client service orientation
•Attention to detail
•Sound interpersonal and communication skills with the ability to relate at all levels
•Telephone etiquette
•Decision-making skills (with regards to claims)
•Excellent communication skills (verbal, listening skills and written)

ABOUT THE COMPANY
Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa’s top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.
As a short-term insurance administrator, Brolink provides a dedicated service to professional brokers in delivering on their clients’ business or professional insurance needs.
Applicants must have the following:
•Clear ITC
•Clear criminal record
•Excellent previous employment references.
Our values are Excellence, Integrity, Fairness & Innovation
Our Vision is to be the leading administrator and digital technology and integration platform for short-term insurance.
Qualified applicants are invited to apply by sending a CV to: careers@brolink.co.za before 30 September 2025.

Please note that this appointment will be made according to the company’s Employment Equity targets and strategy. Provided you are not contacted within 2 weeks of job application deadline, please consider your application unsuccessful.