Broker Manager: Liabilities at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Manage and oversee all operational and support activities related to broker distribution channel. Build, maintain and enhance relationships with new and existing traditional Brokers by offering the entire value chain of TIH, in order to ensure profitable sales growth in this market.

Responsibilities

Operations Management

• Supervise others working within established operational systems. Ensure effective management of broker distribution system and ensure quality standards are met and maintained. Optimize operational efficiencies by managing team members and allocating work load accordingly. Draft and review processes and procedures to ensure optimal efficiency of division. Ensure that all broker correspondence is recorded and saved. Liaise with marketing to ensure business targets are met for the broker distribution channel. Responsible for overall service delivery to broker channel.

Broker Relationships Development

• Execute on the Broker sales strategy to achieve targeted financial results by developing and implementing a Broker contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues and complaints to the senior managers and ensuring that the customer receives an appropriate and speedy response.

Broker Customer Service

• Provide a quality service to Brokers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems. Where relevant, effectively manage the entire Broker's portfolio, including but not limited to sales, leads, closing, cancellations, premium income, and claims ratios in line with business objectives and compliance requirements. Ensure Broker's are continuously up to date with regards to training, products and processes across TIH's entire value chain, in order to drive sales and ensure adherence to business and statutory requirements. Deliver on TCF principles in alignment with regulatory requirements.

Broker Needs/Experience Research

• Contribute to the understanding of Broker segments, trends, needs, and expectations by reporting and providing feedback on client interactions. Ensure that possible constraints for Brokers are constantly assessed and that ideas for improvement are given to business using fact based evidence to enhance growth and ‘deal making’ opportunities.
• Data Collection & Reporting Collate and analyze data using pre-set tools, methods and formats. Involves working independently. Ensure accurate and timeous reporting to broker partners as required. Analyze business performance and identify trends and opportunities for improvement.

Stakeholder Engagement

• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Provide reports to key stakeholders (internal and external partners) highlighting any issues which need to be addressed to ensure effective service delivery.
• Coordinate interdepartmental delivery and mobilization as it pertains to the division through stringent SLA management practices. Participate actively in the development and nurturing of networks and relationships internally and externally by attending all the necessary industry functions.

Budgeting and Costing

• Monitor and analyze data using budgeting systems and protocols. Apply effective cost management practices as per the group financial management policy. This includes budgeting and expense control.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, competitors, external regulation, and industry best practices through ongoing education, attending events and reading specialist media.

Leadership and Direction

• Lead and empower the team and communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Performance Management

• Develop and propose own performance objectives and manage and report on team performance. Align scorecards to overall business drivers and customer experience focus and ensure that work processes are adhered to and targets are met in order to drive effective and efficient service delivery.
• Ensure the achievement of operational and performance targets and take appropriate corrective action where necessary to ensure the achievement of team objectives.

Improvement / Innovation

• Analyze business conducted monthly - considering feedback received, trends analysed and action plan put in place to test, improve, and innovate systems, processes and communication. Plan, maintain and manage feedback loops and results recorded.
• Find new ways of generating efficiencies and effectiveness across the specialist liability broker division and manage and oversee projects for the specialist liability broker division with TIH development teams, and ensure requirements for these projects are met.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory Examination and relevant short term personal lines and business qualifications (e.g. Business Insurance) (Essential);
• All relevant FAIS requirements (Essential);
• Relevant CPD accreditation (Essential)
• B.Com/Higher Diploma or equivalent business related qualification (Advantageous)

Experience

General Experience

• 3 - 5 years' experience in an Insurance sales or key account management role (Essential);
• 3- 5 years' specialist liability experience in the Insurance industry (Essential)

Managerial Experience

• 3 or more years' management experience (Advantageous)