Team Leader Commercial Broker Servicing(Talent Pool) 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)
• RE1

 

Minimum Experience

• Technical knowledge and understanding of short term insurance
• Broker knowledge and understanding
• 2-years Call Centre experience and at least 1-year Operational experience
• Experience in leading a team in a Call Centre environment
• 3 - 5 yrs. internal broker servicing/ service consultant/ broker consultant experience
• 5 – 10 yrs. commercial underwriting