Job Opportunities at MiWay Insurance Limited

What will you do?

• To ensure staff are performing against targets, while reviewing their performance and coaching them to do so to assist in chieving the required operational results 

What will make you successful in this role?

• Grade 12/Standard 10/NQF 4 
• Completed FAIS credits 
• Regulatory Exam – (RE 5)
• Relevant tertiary qualification (3 years qualification) – Advantageous 

Minimum Experience Needed:

• 6 or more years insurance sales call centre experience
• 3 or more years’ experience of general supervision of more junior colleagues (advantageous)
• Strong People Skills
• General understanding of Sales systems and applicable processes 
• Strong analytical capabilities
• Proficient in excel

Responsibilities

• Continuous business improvement strategies
• Improve call centre sales efficiencies and increase departmental profits
• Drive sales while optimizing the operation
• Operations Management
• Driving and achieving monthly sales targets
• Responsible for operational needs
• Leading, coaching and directing teams
• Investigate factors impacting performance.
• Direct the sales team in generating proposals that define a clear path to client satisfaction
• Ensure that the overall area of responsibilities people indicators such as absenteeism, turnover and employee employment, these areas should be maintained and remain healthy. 
• Investigate factors impacting performance of staff
• Plan, schedule and review workload to improve productivity, and the ability to measure results against targets (Gearing).
• Reporting and Data Analysis
• Work under guidance (but not constant supervision) to analyze data to identify trends and risks
• Creating and submission of required of reports 
• Learning, Growth and Development
• Works without supervision and provides technical guidance when required on motivating all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to assist the organization to reach their goals.
• Drive staff engagement across the business
• Lead and direct the team to be able to reach operational efficiencies.
• Communicate the plan from senior management to staff in a simple and understandable manner in order to reach organizational goals. 
• Encourage your management team to commit to reaching a common goal and achieve departmental business goals
• Work with established development framework to build your own capabilities and those of direct reports
• Provide a quarterly analysis to senior management with a gearing plan to HR and L&D in order to support organizations demand on training and recruitment needs
• Establish own goals as well as team goals then implement a plan to track progress and measure accordingly to support and improve work performance.  
• Responsible for ensuring disciplinary code and procedures are enforced.

Technical Competencies

• Action Planning
• Use comprehensive knowledge and guide and train others to plan, organize. Prioritize and oversee activities to efficiently meet business objectives.
• Customer Services
• Work independently using skills and experience to guide and train others to reach customer’s expectations and exceptional service delivery
• Policy and Procedures
• Use knowledge and tools available to guide staff members. Work independently to provide guidance in terms of local policies and procedures.
• Computer Skills
• Support business processes by understanding and effectively using standard tools and standard software packages, while providing technical guidance as needed. Proficient in MS office
• Writing Skills
• Use clear and effective writing skills and provide, technical guidance when required to speak in a clear, concise and compelling manner
• Presentation creation and skills
• Apply comprehensive knowledge/skill when creating a presentation. 
• Reporting
• Provide technical guidance when required to review and create relevant, lucid and effective reports
• Data collection and analysis
• Provide technical guidance when required to analyze data trends for use in reports to help guide decision making

Essential Requirements

• Target Driven
• Forward thinker
• Must be highly proficient in dealing with clients and external partners at all levels 
• Strong Written and verbal communication skills 
• Attention to detail  
• Management skills  
• Self-motivated, inspire others  
• Problem solving skills and solution oriented  
• Flexibility 
• Ability to multi-task and cope with pressure  
• Performance management experience 
• Commitment to personal and team goals 
• Ability to apply business rules and processes 
• Provide technical guidance to team members 

Knowledge and Skills

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses
• Stakeholder communication
• Management of employees

Personal Attributes

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently

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What will you do?

• We’re looking for BIG thinkers!!!
• Take a step up and form part of the dynamic Claims Management Team. In these changing times, you will need to take control, stay calm and make sure that we live up to our client’s expectations! Agility is key

What will make you successful in this role?

• Grade 12/Standard 10/NQF 4 
• BCom Degree (Optional)

Minimum Experience

• Minimum 5 years short term insurance experience
• Minimum 3 years Claims experience
• Minimum 2 years Supervisory/Management experience

Essential Attributes

• Written and verbal communication skills
• Attention to detail 
• Supervisory skills
• Client Centric
• Self-motivated, inspire & lead others 
• A high motivation and desire to excel
• Problem solving skills and solution oriented 
• Flexibility
• Ability to multi-task and cope with pressure 
• Performance management experience
• Commitment to personal and team goals through regular coaching 
• Professionalism
• Ability to apply business rules and processes
• Good interviewing skills
• Provide technical guidance to ensure your team reaches and exceeds their goals
• Aspire to be the Manager’s successor 
• Analyse your team’s claims to ensure optimal quality through adhoc audits
• Design and monitor your team’s roster schedule 

People and Team Management

• Ensuring participative leadership and strong communication within the team
• Collaboration with all business areas
• Coaching and peer to peer learning
• Developing of all employees and ensuring smooth on boarding for new employees.

Reporting and Managing Key Team Deliverables

• Monitoring of the daily dashboard to ensure adherence to SL
• Monitoring the teams accurate and efficient processing of claims
• Contribute towards continuous improvement and innovation at process and procedure level
• To ensure that all claims processing and queries are attended to accurately and within the agreed turnaround time
• Monitoring of daily performance statistics and workforce management
• Daily claims focus and work allocation
• Must be highly proficient in dealing with clients at all levels
• Assist clients with escalated queries and provide suitable query resolution
• Accurate completion of people management tasks on a daily basis
• Ongoing feedback to clients
• Prepare monthly reports of your team’s performance

Knowledge and Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees
• Personal Attributes
• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently