Team Leader: Life Client Services at Old Mutual South Africa

• Manage the team’s delivery by allocating work according to complexity of the request and underwriter mandates.
• Oversee data entry and processes and ensure the team adequately manages their workloads by setting targets and adjusting priorities according to seasonal volume variations.
• Maintain expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Review policy information, quote submissions, endorsements and renewal information that is captured into the in-house systems to evaluate whether the team interpret and implement decisions based on organisational rating guides that are within their defined mandate.
• Facilitate the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• Represent the support team to relevant governance groups and co-ordinate audit activities as well as manage subsequent team actions.
• Manage the compliance reporting on a monthly basis for the Speciality and RI lines of business.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
   

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
• Manage the team’s performance.
• Actively promote a culture of learning and high performance culture amongst team members

Job Requirements

• Diploma and/or equivalent NQF Level 6 qualification in general insurance.
• 3 – 5 years’ experience in long term assurance.
• 1 – 2 years’ experience in managing a team of client service consultants would be advantageous.