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National Claims Team Leader
Claims Team Leader at Standard Bank managing national building claims and tracking quality with Power BI and Excel.
South AfricaNational Claims Team Leader at Standard Bank
Lead national claims operations for the Personal & Private Banking building claims portfolio, covering fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, landslide, and accidental damage claims end to end. Drive outbound follow-up on outstanding claims to protect turnaround times and service standards.
SalesforceAWSTCSRemedySNOWPower BIExcelClaims ManagementPolicy InterpretationCoverage AnalysisLiability DeterminationLoss Adjustment ExpenseFraud DetectionStakeholder Management
Pursuing a Bachelor of Business Administration with an expected completion in 2027.
Pursuing a Bachelor of Business Administration with an expected completion in 2027.
Completed a Generative AI certificate covering ethical AI use, LLMs, and AI-driven app development, including designing and implementing AI case studies for business improvement.
Completed a Bachelor of Education degree from 2008 to 2012.
Completed a Bachelor of Education degree from 2008 to 2012.
Directed operational performance across claims and IVR teams, ensuring SLA adherence and service recovery. Delivered live, real-time coaching to frontline consultants on call handling, tone, and resolution to improve first-contact outcomes.
RemedySNOWTCSCoachingTrainingSLA AdherenceService RecoverySystem EnhancementsBug Tracking
Oversaw national building/home claims call centre operations across fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, and landslide claims, ensuring cost containment and service levels. Conducted root-cause analysis to resolve customer complaints and reduce repeat contacts.
Claims ManagementCost ContainmentService Level ManagementRoot Cause AnalysisCoachingPerformance Management
Registered and managed homeowner claims spanning fire, storm, geyser, electrical, solar, plumbing, roofing, theft, subsidence, landslide, and accidental damage; validated processes and approved payments. Conducted deep dives on outstanding claims to accelerate resolution.
Claim registrationClaims VerificationPayment AuthorizationClaims Resolution
Led a team of claims consultants, delivering QA coaching, performance reporting, and compliance support. Recognized with the Innovation Award for driving a 6-week complaints management initiative.
Team LeadershipQA Coachingperformance reportingComplianceComplaints Management
Guided customers through claims processes and resolved escalations.
Claims ProcessingCustomer GuidanceEscalation Resolution
Provided inbound support to Australian insurance clients, processed payments, and improved retention.
Inbound SupportPayment ProcessingCustomer Retention
Converted leads into successful health and dental insurance sales, applying structured outbound cadences.
SalesLead ConversionOutbound Calling
Led a team of 13 consultants in inbound call performance and QA compliance.
Team LeadershipInbound Call ManagementQA Compliance
Trained and managed 12 consultants to consistently achieve outbound sales KPIs. Awarded Team Leader of the Month for exceeding sales targets.
Sales ManagementTrainingKPI AchievementOutbound Sales
Delivered property sales and educated first-time buyers. Served as MC for company seminars.
Property SalesCustomer EducationEvent Hosting
Profile sourced from Himalayas.