Insure Select Executive Relationship Manager at Discovery Limited

Key Purpose 

• The role is accountable for providing world-class client service by integrating high-quality claims management with strategic relationship building.
• The successful candidate will manage a portfolio of high-net-worth clients and broker portfolios, including the end-to-end handling of complex claims. This position requires a proactive, solution-driven professional with the ability to manage escalations effectively, strengthen client retention, and support ongoing business growth.

Areas of responsibility may include but not limited to

Responsibilities (including but not limited to)

• Act as the primary point of contact for either a portfolio of Platinum and VIP brokers and clients or Purple clients, ensuring a consistently world-class of service.
• Manage end-to-end claims processes (motor and non-motor), ensuring accurate, efficient, and timely resolution of complex claims.
• Provide intermediary services, including short-term insurance customer support and the processing of policy amendments and new additions as requested.
• Professionally manage escalated queries, complaints, and service failures, demonstrating empathy and sound judgement.
• Conduct detailed portfolio reviews to identify retention, upsell, and cross-sell opportunities.
• Support new business placement by ensuring competitive, accurate, and timely quoting.
• Collaborate with internal teams and external service providers to resolve issues and optimise service delivery.
• Educate brokers and clients on systems, processes, and digital tools to promote effective self-service.
• Participate in regular broker meetings, providing insights and strategic input to enhance service outcomes.
• Demonstrate strong teamwork, effective self-management, and alignment with Discovery’s values and ways of working.
• Ensure ongoing adherence to risk, governance, and compliance requirements.

Skills required and demonstration thereof

• A strong sense of ownership and accountability for tasks and outcomes. Proactively takes responsibility when challenges arise, works independently to resolve issues, and remains focused on achieving positive results through personal initiative and follow-through.
• Resilience and composure when faced with obstacles or setbacks that impede goal achievement. Effectively manages frustration by identifying sources of interference, maintaining a constructive mindset, and taking positive, solution-oriented actions to achieve successful outcomes.
• A strong ability to engage with challenges on conceptual, interpersonal, and practical levels. Effectively analyses problems, considers multiple perspectives, and applies appropriate solutions to successfully resolve complex issues and achieve desired outcomes.
• The ability to manage situations involving opposing interests in a constructive and professional manner. Effectively addresses conflict by facilitating open dialogue, maintaining respect for all parties, and working towards mutually acceptable solutions with minimal negative impact.
• Consistent willingness to support and assist others, acting with empathy and professionalism without expectation of personal gain. Actively contributes to individual and team success by offering help, sharing knowledge, and prioritising collective outcomes.
• The ability to apply conceptual thinking effectively in the execution of the role. Utilises analytical and abstract reasoning to understand complex information, identify patterns, and translate concepts into practical actions and sound decision-making.
• A strong level of effectiveness in executing job responsibilities. Consistently completes tasks accurately and within agreed timeframes, prioritises work efficiently, and utilises resources optimally to achieve high-quality outcomes.
• A positive, engaged, and respectful attitude, characterised by kindness and emotional maturity. Maintains calm and professionalism under pressure, and when required, adopts an assertive and actively involved approach to overcome challenges and drive constructive outcomes.

Education and Experience 

• Matric (Essential)
• Degree at NQF level 6 and higher with a minimum of 360 credits related to the financial services industry or FAIS full qualification (Essential)
• RE5 certification (Advantageous) – must be completed within 12 months of employment date.
• Class of Business certificate (COB) (Advantageous/Essential)
• Continuous Professional Development (CPD) certificate (Advantageous/Essential)
• Minimum of 5 years’ short term insurance portfolio management experience, including claims and/or client service experience (Essential)
• Claims processing – motor and non-motor
• Client and broker servicing
• Portfolio and relationship management
• Working with service providers and escalations