Manager: Personal Lines Sales & Services at Old Mutual

To effectively lead and manage the Personal Lines Sales and Services teams to ensure performance targets, customer targets and employee engagement targets are achieved in line with the Old Mutual Insure business strategy, and in line with the Old Mutual Insure values.

Job Objective

• Proactively manage an optimal employee experience and journey by recruiting, coaching, developing and motivating a customer services team to ensure the delivery and enhancement of the required customer experience, quality of service and business targets.
• Manage all costs, resource capacity planning and utilisation to support the achievement of set out business targets, volumes, operational budgets and plans.
• Identify and drive opportunities to improve and expand product and service offerings.
• Professionally and actively manage and report on the achievement of targets, trends and improvements.
• Lead the measurement, assessment and reporting on the performance of teams against targets and industry norms. Translate strategy into relevant service standards and processes.
• Creating, communicating and measuring the corresponding operational measures and targets.
• Analyse, improve and proactively resolve customer queries and complaints. Proactively identify and implement changes required in customer service and relations.
• Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction.
• Manage effective SLA’s with internal and external stakeholders.
• Streamline and integrate existing business processes and systems
• Keep up to date with Best Operating Practice
• Evaluate and implement new systems and best operating practices
• Empower emerging leaders to achieve excellence and encourage innovation
• Define and benchmark competitive performance measures
• Create an aligned balanced scorecard of operational measures in order to optimally mange performance.
• Manage poor performance constructively and decisively.
• Demonstrate leadership behaviour of personal involvement, commitment and dedication to the business area in support of the organisation’s culture.
• Create a collaborative environment which allows for employees within a functional area to work together thereby leveraging constructive team dynamics and innovation.
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Budget by weighing up costs and risks pertaining to workforce, technology, materials and equipment used.
• Take accountability for the management of business-related risks within own area.
• Operate within agreed mandates as documented in the business rules.

Minimum Requirements

• More than 3 years’ experience in Managing Team Leaders and operational teams.
• More than 1 years’ Short-Term Insurance experience will be advantageous.
• A relevant Operational/Business Management degree/diploma will be advantageous.