Team Leader Operations (Travel Insurance and IoT)Business Unit: Discovery Insure
Function: Insurance (Short Term)
About Discovery Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best.
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.
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.
General administration will be included within the candidate's mandate. The candidate will assist with general Travel Insurance and IoT queries/inquiries, issue invoices and endorsements, assist with preparing documents for offline sales, troubleshoot problems, log production issues to prod support, provide information, and handle complaints.
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, conversion rates, and accountability for the team's 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 optimally, avoiding escalation to the Insurance ombudMonth 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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