Team Leader- Commercial Broker Servicing at Discovery Limited

Key Purpose
To efficiently lead, manage and coach a team of inbound broker service consultants, who service Brokers with new business quotes, policy changes, policy advice, complaints, escalations and all ongoing support within agreed service levels.

Areas of responsibility may include but are not limited to

• Ongoing team member support, training and coaching.
• Accurate, timely administration and reporting.
• Achievement of monthly product and soft skills knowledge targets (QA/ Assessments).
• Stakeholder engagement.
• Adherence to Reinsurance, risk and compliance requirements.
• Teamwork, self-management and alignment with Discovery values.
• Achievement of Service Level Agreement

Personal Attributes And Skills

• Strongly customer service-focused
• Excellent relationship building skills
• Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively (critical)
• Conflict handling skills
• Analytical and attentive to detail
• Resourceful problem solver
• Systematic and organized with an ability to plan and prioritize effectively
• Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
• Good team player
• Results and deadline-driven
• Quick learner
• Excellent people management skills

Education
Education and Experience

• Essential Qualifications: Matric/Grade 12
• FAIS Complaint (NQF Level 4 Short Term Insurance Qualification)
• RE5 essential (RE1 advantageous)
• Continuous Professional Development (CPD) certificate

Minimum Experience

• Technical knowledge and understanding of short term insurance
• 3 - 5 yrs. internal broker servicing/ service consultant/ broker consultant experience
• 5 – 10 yrs. commercial underwriting