Team Leader Operations (Travel Insurance and IoT) at Discovery Limited

Key Purpose

• The Team Leader will be responsible for overseeing the Travel Insurance and IoT call centre operations from a service and sales perspective while maintaining SLAs. Defined sales and API targets will fall within the candidate’s scope of responsibility across the respective product lines. In addition to this, the Team Leder will be responsible for overseeing the month end processes in collaboration with their direct report.
• General administration will be included within the candidate’s mandate. The candidate will be required to assist with general Travel Insurance and IoT queries/inquiries, issue invoices and endorsements, assist with preparing documents for offline sales, troubleshoot problems, log production issues to prod support, provide information and handle complaints.

Areas of responsibility may include but are not limited to

Staff management:

• Leading and managing a team of service, sales and multiskilled agents
• Ongoing team member support, training and coaching.
• Drive staff to achieve required targets, conversion rates and is accountability for teams overall sales targets
• Provide periodic product/service training to staff.
• Provide support to direct report regarding client queries, complaints etc.
• Assessment of consultants calls and mailbox responses - QA.
• Assisting with interviews & Role plays

Client service and outbound sales:

• Management of the SLA of the inbound, outbound, and service lines and mailboxes
• Overseeing that queries are being responded to correctly
• Managing data uploads into the dialler daily
• Regular reporting on the outbound campaign
• Meeting/exceeding the sales and API targets for the respective product lines.

Travel Insurance Claims oversight:

• Claims are processed within the agreed turnaround times
• Claim assessment where required and within mandated authority
• All client queries when escalated are managed optimally, avoiding escalation to the Insurance ombud

Month end oversight:

• Oversight of declaration/bordereaux partner reconciliation (vendor & distributor)
• Invoice preparation and submission for approval (incl. self-invoicing) 
• Liaise with finance on premium collection and payments.

Systems:

• Monitoring of system performance to ensure optimal experience for customers.
• Engage PMO & business architecture to log system defects.
• Liaising with vendors regarding defect logging

General:

• Assist with general administration.
• Manual policy/rewards uploads 
• System testing (UAT) when required
• Monitor and attend to compliance supervisions for staff.

Technical Skills and Knowledge

• 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 skill

Education and Experience

Education:

• Matric (Essential)
• FAIS Compliant
• RE5

Minimum Experience:  

• Technical knowledge and understanding of short-term insurance
• 2 – 3 years’ experience working within the short-term insurance industry
• Minimum 1 year leadership experience
• Travel Insurance experience (claims handling and management) - Advantageous