Broker Services Consultant at Discovery Limited

Key Purpose of the role

To effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders –internal and external clients.  Ensure that quality service is delivered to Stakeholders. 

Principle Accountabilities

Innovation

• Catalyst for Innovation. Provides suggestions and recommendations to enhance current processes and systems functionality
• Develop strategic and operational plans to drive, lead, and represent all projects and key initiatives impacting the division in support of the objectives

Service Recovery

• Effective communication on all complaints and escalated queries to change perception
• Ensuring completion of Resolution of escalations and complaints within SLA
• Monitor errors in the team/area by utilizing the information available on the CERM Tool regarding Escalations, Complaints, Red Alerts etc.
• Attending internal Service Recovery Meetings

Managing relationships External/Internal

• Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
• Builds relationships through support and co-operation with New Business Consultants and other SC’s.
• Builds relationships with other areas/teams/leaders within and outside of Discovery Life

Product Awareness Sessions

• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Present and communicate pre-renewals and renewals annually to existing clients.
• Effective product presentations and enhancements to existing clients.
• Acquire installation package and present to Brokers and Clients in person to ensure effective understanding of the product and internal processes.

SPS (Broker and Employer Surveys)

• Conduct effective root cause analysis for all SPS low ratings
• Broker and New Business SPS

Retention

• Management of the re-broke process to ensure retention of existing clients
• Monthly Employer and Broker Meetings
• Key Account Client Management
• Managing of the red alert process through business conservation process
• Effective updating of the Red Alerts system and engaging with relevant teams for retention

Effective management of Clients and Brokers Engagements

• Collate weekly and monthly stats for submission to the management team.
• Issuing of minutes, and agenda to all external and internal meetings
• Resolution of all identified matters
• Trend analysis of queries raised
• Project management of complex installations, benefit enhancement and renewals
• Review of complex scheme to meet business and client requirements
• Quarterly broker/ employer operational overview reporting
• Pre -Renewal engagements for all critical clients

Personal Attributes and Skills   

The successful candidate must demonstrate the following competencies:

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning folder.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Develops Talent - Developing people to meet both their career goals and the organization’s goals.
• Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
• Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Optimises Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Directs Work - Providing direction, delegating, and removing obstacles to get work done.

Education and Experience

• Matric – Essential.  Minimum NQF level 6 qualification.
• Excellent presentation skills. 
• Advanced MS Office skills. 
• Excellent verbal and written communication skills
• Minimum 2-4 years Employee Benefits/Group Risk and Retirement Fund experience.