Team Leader Admin & Support at Discovery Limited

Key Purpose of the role

• The Back Office Support Team Leader is responsible for leading, coaching, and overseeing a team of Client Relationship Partners, ensuring consistent service delivery, SLA adherence, and high‑quality query resolution in support of the Account Management function.
• The role focuses on people leadership, service performance, operational excellence, and continuous improvement, ensuring CRPs operate as an effective centre of excellence and enable Account Managers to focus on relationship management and strategic engagement.

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• Lead, coach, and manage a team of Client Relationship Partners (CRPs) including conducting of  regular performance management and development discussions.
• Ensure end‑to‑end ownership and timely resolution of queries in line with agreed SLAs and quality standards.
• Monitor and manage daily workflow, capacity, and backlog across CRP work pools.
• Act as a first point of escalation for complex or high‑risk queries before further escalation where required.
• Monitor accurate query logging, data capture, and reporting.
• Partner closely with Corporate Service Managers and Account Managers to support proactive client servicing.
• Ensure CRPs maintain strong knowledge of Discovery products, systems, processes, and protocols.
• Support onboarding, training, and accreditation of new CRPs.
• Contribute to service forums, operational planning, and change initiatives.
• Foster a strong service excellence, accountability, and customer‑centric culture within the team.
• Ensure alignment with compliance, risk, and regulatory requirements.
• Manage and strengthen relationships with internal and external stakeholders, including brokers and clients, handling complaints and escalations in line with governance frameworks
• Actively identify opportunities for process, system, and service innovation, and provide recommendations to improve efficiency, quality, and client experience.
• Support quality assurance, audit readiness, and resolution of internal and external audit findings, including conducting root cause analysis and implementing corrective actions.
• Present and communicate service performance trends, volumes, and root cause insights to relevant stakeholders to support informed decision‑making.

Personal Attributes

• Strong people leadership and coaching capability
• Service excellence and customer‑centric mindset
• Highly organized with strong attention to detail
• Confident decision‑maker with sound judgement
• Excellent verbal and written communication skills
• Resilient and calm under pressure
• Strong problem‑solving and prioritization skills
• Collaborative and stakeholder‑focused
• Proactive, accountable, and results driven

Education and Experience

• Matric (required)
• Relevant tertiary qualification (advantageous)
• 5+ years’ experience in Client servicing, operations, or employee benefits administration
• 1–3 years’ experience in a team leadership or senior servicing role (advantageous)
• Strong working knowledge of Employee Benefits (Group Risk and/or Umbrella Funds)
• Proven experience managing service delivery, SLAs, and operational performance
• Intermediate to advanced computer literacy in Microsoft Office
• Experience working with servicing platforms, work pools, or workflow tools (advantageous)