Personal Lines Team Leader at Old Mutual South Africa

Job Description

Lead a team of people to maintain and grow Old Mutual Insure businesses by ensuring exceptional service delivery and applying aggressive sales strategies and long term relationship management. This role must contribute to profitability and growth of the organization.

• Proactively lead a team of people to deliver on growth, expense and service targets.
• Identify innovative methods to maximise sales and service opportunities within the set-out responsibilities.
• Identify cross & up selling opportunities across all products and lead a team of people to deliver on the identified opportunities.
• Review quotations and conversion ratio data to guide conversations / provide status updates and identify trends.
• Analyze the team’s performance data and identify tactical ways to maximise opportunities and business growth.
• Provide input into the business by sharing analysis and providing recommendations on an ongoing basis.
• Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities.
• Make decisions on risk acceptance for certain referred policies.
• Collaborate with training to facilitate training interventions to create aware ness regarding the processes and operational aspects of the different products and processes.
• Lead a team of people to offer exceptional administration and business support in facilitating the completion of requests with SLA.
• Ensure standard operating procedures are followed and adapted by the team.
• Effectively solve escalations/complaints and the management of expectations whilst correcting/processing is done.  Coach and train individuals on corrections.
• Proactively assess, clarify, and validate broker and client needs on an ongoing basis.
• Identify issues that impede the business relationship between Old Mutual Insure and brokers/clients.
• Build networks and form strong relationships with important stakeholders.
• Lead a team to deliver exceptional service that exceeds customer’s expectation through proactive, innovative, and appropriate solutions.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.
• Manage all HR matters within the team including the disciplinary processes as set out by Old Mutual Insure.
• Proactively lead a team of people to deliver on growth, expense and service targets.
• Identify innovative methods to maximise sales and service opportunities within the set-out responsibilities.
• Identify cross & up selling opportunities across all products and lead a team of people to deliver on the identified opportunities.
• Review quotations and conversion ratio data to guide conversations / provide status updates and identify trends.
• Analyze the team’s performance data and identify tactical ways to maximize opportunities and business growth.
• Provide input into the business by sharing analysis and providing recommendations on an ongoing basis.
• Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities.
• Make decisions on risk acceptance for certain referred policies.
•  Collaborate with training to facilitate training interventions to create awareness regarding the processes and operational aspects of the different products and processes.
• Lead a team of people to offer exceptional administration and business support in facilitating the completion of requests with SLA.
• Ensure standard operating procedures are followed and adapted by the team.
• Effectively solve escalations/complaints and the management of expectations whilst correcting/processing is done.  Coach and train individuals on corrections.
• Proactively assess, clarify, and validate broker and client needs on an ongoing basis.
• Identify issues that impede the business relationship between Old Mutual Insure and brokers/clients.
• Build networks and form strong relationships with important stakeholders.
• Lead a team to deliver exceptional service that exceeds customer’s expectation through proactive, innovative, and appropriate solutions.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.
• Manage all HR matters within the team including the disciplinary processes as set out by Old Mutual Insure.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organizational policies, practices and procedures
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Manage quality people practices

• Align own behaviour with the organization culture and values.
• Share and transfer product, process and systems knowledge to colleagues and team members.
• Collaborate and work with the business to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas

Job Requirements : Experience & Qualifications

• Matric/Grade 12.
• Relevant insurance related qualifications advantageous RE5, Full qualification, CPD and COB.
• More than 1 years’ experience in a Team Leader role.
• More than 1 years’ Short-Term Insurance experience will be advantageous

Closing Date

12 April 2023