Personal Lines Team Lead at RBS

Description

• To provide expert advice and management of the personal lines underwriting team and to ensure operations align to the organisation strategy for quality, service and growth. 

Financial

• Ensure new business targets are met
• Ensure retention of existing business  
• Ensure and contribute to minimisation of general expenses 

Client

• Ensure that all stakeholder (e.g. clients, AE’s, insurers) communication is accurate, timeous, professional and relevant  
• Build and maintain mutually beneficial relationships with internal and external stakeholders 
• Ensure and contribute to achieving own and company required client satisfaction targets 

Business processes 

• To provide expert personal lines advice to internal and external stakeholders 
• Act as liaison between client facing and internal servicing teams to channel information, request for documentation etc. 
• Deal with service complaints or escalations and ensure that client needs are satisfied within operational constraints 
• Ensure that personal lines underwriting practices adhere to compliance and quality requirements 
• Conduct regular audits of personal lines underwriting to ensure high standards of quality are maintained 
• Compile, and distribute reports in order to ensure clear reporting to internal and external stakeholders  
• Use monthly reports on the department performance and address discrepancies between expectations and actual performance (new business, clients retained, client cancellation, clients per underwriter etc.) 
• Deal with cancellation requests and take every appropriate step to attempt to retain the business 
• Assist with the design of training material and standard operating procedures 
• Adhere to company mandates 
• Participate and contribute in ad hoc projects 
• Report any suspected fraud, misrepresentation and/or dishonesty 
• Ensure continuous process improvement and alignment of processes with organisational goals and objectives

Business processes 

• Live the RBS values 
• Ensure continuous self-development 
• Provide training and share information and knowledge with the team 
• Continuous coaching and mentoring of team 
• Ensure own and team performance objectives are met 
• Contribute towards and ensure continuous improvement in own and team performance 
• Conduct formal performance review according to company processes 
• Ensure personal development plans are implemented and executed 

Requirements

Minimum Requirements

• Matric of equivalent  
• FAIS Compliant 
• Computer Literate 
• Excellent communication skills 
• Excellent customer services skills 
• Excellent team management skills 
• A minimum 8 years experience in Personal Lines Underwriting 
• A minimum of 3 years management experience in a similar role