Team Leader: Insure Select- Short-Term at Discovery Limited

Key Purpose

• The Platinum Select Team Leader is responsible for leading a high-performing, multi-skilled team of Executive Consultants who manage portfolios of Platinum, VIP brokers and clients. This role combines operational leadership, claims management, and client service excellence to ensure high performance, retention, and satisfaction across all servicing and claims functions.

Areas of responsibility:

(including but not limited to)

Operational and Team Management

• Lead and manage a team of consultants handling high-net-worth clients and brokers.
• Assign duties, manage schedules, and ensure efficient operations.
• Drive performance across measurable metrics (NPI growth, SLA adherence, claims turnaround, retention).
• Conduct call and work quality audits, coaching, and development.
• Set individual goals and monitor progress.
• Manage monthly incentives and team morale.

Client and Broker Engagement

• Serve as the primary escalation point for Platinum and VIP brokers.
• Resolve complex queries and complaints effectively.
• Maintain strong relationships with franchises and partners to support sales and retention.
• Enhance broker and client perception through consistent, high-quality service.

Claims Oversight

• Oversee large and complex claims processes from assessment to settlement.
• Ensure claims are paid in accordance with policy cover and within turnaround times.
• Identify bad risks and conduct ad hoc audits of finalized files.
• Improve loss ratios through strategic claims management.

Education and Experience

Essential:

• Matric
• FAIS Credits – Full Qualification
• RE5 Certification
• Minimum 5 years in short-term insurance claims and customer service
• Minimum 3–5 years in a team leader role within an operational or claims call centre environment

Advantageous:

• Degree or Diploma in Insurance and Risk Management
• Class of Business (COB)
• Continuous Professional Development (CPD) Certification
• IISA designation
• Experience in a High-net-worth environment