Jobs at Discovery Limited

To manage, guide and coach a team of high performing individuals across various skills and provinces, in order to achieve and exceed agreed service standards.

Key outputs

• Manage a team comprising of various skills across various provinces
• Develop, coach and motivate a team of onsite consultants and client liaison managers to excel in performance and service delivery in line with the Bankmed value proposition
• Work closely with stakeholders based at the Bankmed Scheme Office
• Identify quality issues and take corrective steps by actioning quality trends
• Identifying opportunities and providing a value added service
• Recognizing and managing potential risk
• Setting annual initiatives
• Extensive relationship building
• Improving process efficiencies, TAT and communications between clients and Bankmed
• Recognizing and managing risk and potential threats, providing solutions
• In-depth understanding of Scheme’s industry, trends and environment
• Relationship building with internal clients to achieve objectives
• Available to work overtime when required
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems
• Use root cause analysis as a tool to identify areas for improvement across various business units

Job Description

• The roles and responsibilities of this role should be seen as flexible in order to meet the challenges of this new and changing environment
• This role will be managing a blended team of staff with various skills which could include clinical, non-clinical, CRM, and onsite staff
• Develop, coach and motivate a team of individuals to excel in performance and service delivery Responsible for the performance management of staff
• Build the team and identify talent
• Ensure that the service levels are maintained

Handle The Administrative Functions Required

• Identify quality issues and take corrective steps by actioning quality trends
• Responsible for doing call assessments where applicable and resolving escalated calls
• Relationship building with internal clients to achieve objectives
• Available to work overtime when required

Behavioral Competencies

• Comfortable with virtual reporting
• Be a self-starter who is able to work independently
• Deciding and initiating action
• Persuading and Influencing
• Planning and Organizing
• Delivering Results through others
• Integrity and trust
• Analytical Ability
• Diversity Management
• Adapting and Responding to Change
• Strategic Thinking
• Achieving personal work goals
• Written Communication

go to method of application »

Discovery Business Insurance is the commercial insurance offering of Discovery Insure to be launched in South Africa. Discovery Insure is committed to creating a nation of great drivers. Our commitment is backed up by our innovation and a driving program that really works. Discovery Business insurance will launch to market with unique business attributes as well as an innovative and compelling business insurance solution and are looking for industry experts to be part of a dynamic founding team.

Key Purpose

Assist brokers with new business queries and/or updates on existing business either telephonically or via correspondence.

Areas of responsibility may include but not limited to

• Assist Brokers with information required regarding policies and benefits
• Activating of quotes and policy changes
• Log escalations to departments for resolution
• Financial advice to Brokers on Commercial product in support of decision making process
• Adhering to Service Level Agreements (SLA), Turnaround time (TAT) and work schedules
• Maintain relationships with Brokers and internal clients

Personal Attributes and Skills

• Deciding and initiating action
• Working with People
• Persuading and influencing
• Presenting and communicating information
• Writing and Reporting
• Planning and Organising
• Delivering results and meeting customer expectations
• Following Instructions and Procedures
• Coping with pressure and setbacks
• Communication skills (verbal and written)
• Conflict handling
• Telephone etiquette
• Administrative skills
• Time management

Education and Experience

Education

• Essential Qualifications: Matric/Grade 12
• FAIS – Minimum credits as required (Personal Lines and Commercial) (Essential)
• RE 5 (Representative) (Essential)
• Short term insurance qualification (IISA designation) (Advantageous)
• Successful candidates who have not completed an IISA designated qualification need to complete this within an agreed time frame

Minimum Experience

• Min 1 year Inbound Call Centre experience in the Commercial Short Term Insurance industry
• Min 1 year Commercial Broker Servicing experience within the Commercial Short Term Insurance industry (essential)