Team Leader: Personal Lines Underwriting at iMasFinance

About the Role

• We are seeking an energetic, innovative, and results-driven Team Leader to join our Customer Service Department in our Short-term Insurance Division at our Contact Centre in Centurion. As a Team Leader, you will be responsible for managing the day-to-day activities of the team who is responsible for claims, policy renewals and policy retention; thus driving performance, and ensuring business objectives are met through effective people management. Your leadership will inspire excellence in customer centricity, enhance productivity, and support continuous development through coaching and training.

Key Responsibilities: 

As the Team Leader, you will:

• Monitor and manage claims activities to ensure claims are handled accurately and timeously and in accordance with processes and procedures.
• Monitor and manage underwriting activities to ensure customer requests are handled accurately and timeously and in accordance with processes and procedures.
• Completing of month end processes
• Ensure compliance with regulatory standards.
• Ensure that monthly campaigns are managed and completed successfully.
• Daily monitoring and reporting on the Robotic Process Automation (RPA) active projects.
• Daily measurement of team’s performance and reporting.
• Liaise with internal external stakeholders and insurers to ensure smooth service delivery.
• Handle all escalated complaints and cancellations.
• Manage the underwriting team, retention, amendment, renewal efforts and cancellation ratio of policies.
• Complete special exercises on upselling.
• Identify compliance risk and recommend corrective action
• Implement and monitor corrective measures to minimise compliance risk
• System testing according to new releases.
• Ensure the resolution of all audit items in the Customer Service department
• Recruitment, selection, and onboarding of new employees.
• Proactive performance and consequent management
• Facilitate on the job training as and when required.
• Implement disciplinary processes and reward/recognition initiatives.
• Coach and mentor the team to drive continuous improvement.

Qualifications and Experience

• National Senior Certificate (Matric)
• Regulatory Exam (RE 5)
• FSCA-recognized qualification on NQF Level 4
• 2-3 years’ claims experience within the short-term insurance industry, in a Contact Centre environment
• 2-3 years’ experience in a supervisory role 
• Valid Driver’s License (manual transmission)

Knowledge and Skills

• Proficient in MS Office (Advanced Excel)
• In-depth knowledge of relevant legislation and the financial sector’s regulatory landscape
• Strong people management and leadership skills
• Excellent written and verbal communication skills
• Negotiation and selling skills
• Contact centre technology
• Time management and coping under pressure
• Conflict handling and problem-solving abilities
• Technical product knowledge and customer-centric approach

Deadline:16th October,2026