Team Leader Operations (Travel Insurance and IoT) 2024Business Unit: Discovery Insure
Function: Insurance (Short Term)
About Discovery Insure Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa's fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor, home and business insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well.
Key Purpose The Team Leader will be responsible for overseeing the Travel Insurance and IoT call centre operations from a service and sales perspective while maintaining SLAs. Defined sales and API targets will fall within the candidate's scope of responsibility across the respective product lines. In addition, the Team Leader will oversee the month-end processes in collaboration with their direct report.
Areas of responsibility may include but are not limited to: Staff management: Leading and managing a team of service, sales and multiskilled agentsOngoing team member support, training and coachingDrive staff to achieve required targets and accountability for teams overall sales targetsProvide periodic product/service training to staffAssessment of consultants calls and mailbox responses – QAAssisting with interviews & role playsClient service and outbound sales: Management of the SLA of the inbound, outbound, and service lines and mailboxesOverseeing that queries are being responded to correctlyManaging data uploads into the dialler dailyRegular reporting on the outbound campaignMeeting/exceeding the sales and API targets for the respective product linesTravel Insurance Claims oversight: Claims are processed within the agreed turnaround timesClaim assessment where required and within mandated authorityAll client queries when escalated are managed optimallyMonth end oversight: Oversight of declaration/bordereaux partner reconciliation (vendor & distributor)Invoice preparation and submission for approval (incl. self-invoicing)Liaise with finance on premium collection and paymentsSystems: Monitoring of system performance to ensure optimal experience for customersEngage PMO & business architecture to log system defectsLiaising with vendors regarding defect loggingGeneral: Assist with general administrationManual policy/rewards uploadsSystem testing (UAT) when requiredMonitor and attend to compliance supervisions for staffTechnical Skills and Knowledge: Strongly customer service-focusedExcellent relationship building skillsExcellent verbal and written communication skills with an ability to influence, convince and negotiate effectivelyAnalytical and attentive to detailSystematic and organized with an ability to plan and prioritize effectivelyResilient, with an ability to work under pressure and adapt to changeGood team playerResults and deadline-drivenQuick learnerEducation and Experience: Matric (Essential)FAIS CompliantRE5Technical knowledge and understanding of short-term insurance2 – 3 years' experience working within the short-term insurance industryMinimum 1 year leadership experienceTravel Insurance experience (claims handling and management) – AdvantageousEMPLOYMENT EQUITY:
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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