Team Lead: Quality Assurance at Sanlam Group

What will you do?

PURPOSE OF THE ROLE

• To contribute towards minimised risk in the Distribution Division through leading the delivery of any one of the following capabilities in the Quality Assurance function:
• Quality Assurance
• Replacements and Complaints
• To lead a team of Administrators responsible for checking and verifying adherence to standards, policies, procedures, and regulatory frameworks.
• To ensure operational efficiency and manage the execution of processes by a team of Administrators in line with policies, procedures, regulatory frameworks and Service Level Agreements.
• Implement process changes to increase productivity, enhance client experience and achieve a low expense ratio.

Key Responsibilities

Operational management and efficiency

• Work with Manager to translate business objectives into short- and medium-term goals and targets in line with functional strategy.
• Communicate targets and SLAs to team members and ensure an adequate understanding.
• Implement and maintain processes, procedures and systems to ensure optimal operational effectiveness.

Technical task management

• Oversee the efficient execution of processes in any one of the following areas:

In case of: Quality Assurance

• Work with Manager to develop and set QA standards and targets in line with regulatory frameworks and requirements. Communicate standards and targets to the team executing QA on Distribution areas.
• Engage with Distribution Operations to socialise standards.
• Oversee and lead the execution of QA assessments of areas across Distribution (Onboarding, Terminations, Replacements, Commissions, Recoveries).
• Verifying recruitment of advisors, conducting FAIS compliance checks, verifying loss recoveries in terms of monetary value, verifying commissions calculations, verifying replacement of policies, verifying terminations in line with protocols, etc.

In case of: Replacements and Complaints

• Work with Manager to develop and implement complaints management and replacement processes and procedures to address complaints arising from Distribution Operations.
• Lead the monitoring of the complaint’s inbox by Administrators, guiding resolutions, next steps and escalations within agreed SLAs.
• Work with relevant business owners to ensure that complaints raised have been addressed.
• Lead the analysis of complaints to identify trends. Participate in the existing Complaints Forum to address frequent complaints. Monitor and ensure corrective action has been implemented. 
• Review operational processes across Distribution to identify potential areas that may contribute to complaints being received.
• Lead and oversee the quality assurance of replacements of policies to determine whether the correct processes have been followed. 

Reporting

• Oversee accurate recording of data by team members. 
• Monitor and report on daily and weekly targets  or SLAs.
• Utilise dashboards or digital platforms and analytical tools to monitor performance data in the area. Identify trends and areas of development.
• Collate and deliver timeous and accurate daily, weekly, monthly, quarterly and annual reporting to Management. 

Continuous improvement

• Identify opportunities for improvement relating to internal / team systems and processes and propose solutions to optimise efficiencies.
• Provide operational insight and support ad hoc projects aimed at establishing and improving the area.
• Standardise and align ways of work to minimise duplications and inefficiencies.

Team leadership 

• Actively participate in recruitment of team members as required.
• Responsible for the effective onboarding of new team members.
• Performance-manage the team through individual performance contracting and review, clearly communicating performance expectations and addressing performance issues.
• Ensure that personal development plans are agreed to, contracted and discussed to ensure that the team members take ownership for their personal development; follow up on agreed action plans at agreed intervals.

Qualifications

• Matric (Grade 12)
• Minimum 3-year Degree / National Diploma in Business Management or a related field.

Knowledge and Experience

Knowledge:

• Understanding and application of digital platforms / operational performance measurement tools
• Operational management principles
• Legislation and regulatory frameworks relating to Risk, Compliance, QA
• Team leadership principles
• Client engagement principles
• Relevant regulatory frameworks pertaining to an operational environment, like TCF, is essential.

Experience:

• 3 - 5 Years’ experience in an operational environment within the financial services / insurance or retail industries (experience in the insurance industry would be advantageous).
• Proven experience in customer engagement and relationship management.
• Advanced report writing experience.
• Previous leadership experience is essential.
• Previous supervisory experience is advantageous

Conditions of Employment

• Clear criminal and credit check
• Smart phone
• Own transportation

Personal Attributes

• Organisational savvy - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others