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

Key Purpose

• The Team Leader will be responsible for overseeing the general operations of the travel insurance area. This will include (but not limited to) the month end processing; policy processing (manual policies and supporting documents), invoicing vendors and suppliers. Weekly, monthly & quarterly reporting, attending to claims, logging production issues to prod support, and serving escalations, complaints and monitoring service SLAs. The travel call centre (client service & claims) will be reporting into the candidate. Additionally, the candidate will be responsible for overseeing the performance of the IoT call centre once it has been operationalised. The candidate should have strong excel skills, the ability to troubleshoot problems, build rapport with direct reports and engage with staff at varying levels of seniority.

Areas of responsibility may include but are not limited to

Reporting and Analytics:

• 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.
• Prepare and present regular reports on operational performance, client satisfaction, and financial status.
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
• Good with MS office.

Staff management:

• Lead, mentor, and develop multiskilled staff, fostering a positive and collaborative work environment.
• Ongoing team member support, training and coaching.
• 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
• Conduct performance reviews
• Drive staff to achieve required targets, conversion rates and is accountable for teams’ overall sales targets

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

Client service and outbound sales:

• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).
• 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.

General:

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

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 (experience with managing a team in services and/or claims
• Travel Insurance experience (claims handling and management) – Advantageous
• Strong MS Excel and reporting skills -  Advantage