Senior Manager: Travel Insurance at Old Mutual South Africa

Management of the Travel Insurance Product

• Recruit, coach, develop and motivate staff to ensure they deliver the required customer experience, quality of service and personal targets.
• Drive exceptional relationships with the broker channel and ensure effective broker service levels.
• Drive the Travel portfolio profitability and growth.
• Identify and create coordinated business development opportunities.
• Drive a consistent, detailed understanding amongst all team members of the business development targets, goals, performance levels, products, business rules and conditions.
• Drive campaigns and interventions in line with opportunities, available resources, product scope and best practises in short-term insurance.
• Drive all costs, resource capacity planning and utilisation to support the achievement of business development targets, volumes, operational budgets and plans.
• Identify and drive opportunities to improve and expand product and service offerings.
• Drive the active management and reporting of achievement of business development targets as well as industry performance and trends.
• Lead the measurement, assessment and reporting on the performance of teams against targets and industry norms.
• Effectively manage staff to ensure they deliver the required customer experience to maximise their potential and the profitability of Old Mutual Insure
• Design the Travel strategy with the Head Specialty and transpose into relevant service standards and processes, setting, communicating and measuring the corresponding operational measures and targets.
• Manage the collation, monitoring and resolution of customer queries and complaints within the Travel portfolio.
• Lead the management and monitoring of all required management activities within the portfolio.
• Management and implementation of strategic and operational projects involving internal and external stakeholders / business partners.
• Keep abreast of market conditions and trends.
   

Continuous improvement to ensure effective service

• Lead the statutory and legislative knowledge transfer and ensure that it is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Lead adherence to organisational policies, practices, guides, mandates and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
   

Service delivery to ensure customer satisfaction

• Manage the maintenance of service, quality and desired outputs within the Travel portfolio through ensuring compliance to tactical policies, procedures and standards.
• Lead the establishment productive operational relationships with key stakeholders in the various channels and administrative teams.
• Manage the development of work routines in line with operational plans / schedules in order to ensure achievement of service delivery goals.
• Lead Travel knowledge sharing and participate in the creation of new standards, control systems and procedures to maintain service delivery.
   

Job Requirements

• Bachelor of Commerce degree and Postgraduate degree in general insurance / Business management
• 5 – 8 years’ relevant experience – business or general commercial experience
• 3 – 5 years’ experience leading a team
• Travel Industry experience an advantage
   

Additional Details
Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Ensure compliance of the team to corporate governance policies, procedures and standards.
• Manage the operation of the team within agreed mandates.
   

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
• Actively promote a culture of learning and high performance culture amongst team members.