Team Leader Personal Lines at Old Mutual

Purpose:

• To lead a dynamic insurance broker servicing team, within a contact centre environment, with integrity and a focus on championing the customer. The role ensures the delivery of client-centric solutions, fosters strong stakeholder relationships, and empowers team members to perform at their best. It champions a culture of accountability, continuous learning, and innovation, while aligning daily operations with strategic business goals and targets.

Responsibilities:

Operational Oversight & Service Excellence

• Oversee daily contact centre operations, ensuring smooth handling of requests, item quotations, and policy servicing.
• Ensure all client interactions meet quality standards and regulatory requirements.
• Analyse, report on and manage key contact centre metrics such as daily service level targets, turnaround times and adherence to service protocols.
• Identify and implement process improvements to enhance operational efficiency and broker experience.

Team Leadership & Performance Management

• Lead a team of insurance service consultants to maintain and grow the business and ensure consistent service delivery in line with set performance targets.
• Monitor and review team performance against defined servicing targets aligned with business objectives.
• Conduct regular performance reviews, coaching sessions, and feedback discussions to drive continuous improvement and accountability.
• Foster a high-performance culture that emphasizes service, business growth, compliance, and ethical practices.
• Identify cross and ups selling opportunities across all products and lead the team to deliver on the identified opportunities.

Stakeholder Engagement & Relationship Management

• Serve as a key escalation point for broker-related queries, ensuring timely and effective resolution.
• Build and maintain strong, professional relationships with stakeholders to support policy retention and business growth.
• Actively engage with stakeholders to gather feedback, identify service gaps, and recommend improvements.

Communication & Collaboration

• Facilitate regular team meetings to share updates, align on objectives, and encourage open communication.
• Collaborate with internal departments (e.g., distribution, claims, compliance) to resolve issues and streamline processes.
• Promote a culture of knowledge sharing, transparency, and mutual support within the team.

Talent Development & Workforce Planning

• Identify training needs and coordinate development initiatives to enhance team capabilities in servicing, product knowledge, and broker engagement.
• Support recruitment and onboarding of new team members in line with company values and Employment Equity principles.
• Drive a culture of continuous learning, professional growth, and team cohesion.
• Forecast staffing needs. Manage workforce and leave planning to ensure service continuity.

Strategic Contribution & Innovation

• Provide insights and recommendations to improve servicing effectiveness.
• Contribute to strategic initiatives and projects aimed at enhancing the broker channel and overall business performance.
• Encourage innovation and proactive problem-solving within the team.

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.
• Actively promote a culture of learning and high-performance culture amongst team members.

Experience: [ Knowledge & skills required]:

• Matric and/ or equivalent
• Diploma and/or equivalent NQF Level 6 qualification in general insurance.
• Relevant insurance related qualifications.
• 5 - 7 years’ experience in personal lines insurance.
• 2 – 3 years’ experience leading a Call Centre team.
• 2 - 3 years’ experience in managing an insurance servicing team

Competencies:

• Customer: Putting the customer at the heart of business decisions and driving to improve value for customers
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to manage a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing: Displays consistent energy, drive, and perseverance to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Skills

• Backlog Management, Building Trust, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Understanding, Executing Plans, Oral Communications, Policies & Procedures, Sales Software, Strengthening Customer Relationships

Competencies

• Action Oriented
• Builds Networks
• Business Insight
• Collaborates
• Communicates Effectively
• Customer Focus
• Ensures Accountability
• Interpersonal Savvy

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

• 23 October 2025