Team Leader - Workforce Management at Hollard Insurance

Job Purpose:

• To lead, manage and optimise workforce operations across Client Services and the Administration & Indexing teams. This role ensures resources are dynamically aligned to business demand, driving service excellence, operational efficiency, and effective task distribution based on staff skills and capacity.

Key Responsibilities:

• Manage a cross-functional team across client service, admin, and indexing units
• Allocate tasks and shift resources dynamically based on skillset, business volume, and priority
• Implement agile workforce planning and reallocation models to improve efficiency and reduce bottlenecks
• Partner closely with both Admin and Client Service managers to align on daily and long-term goals
• Monitor KPIs across all units; implement coaching plans and targeted interventions as needed
• Ensure quality standards, service level agreements, and compliance metrics are consistently met
• Support and track individual and team performance through regular audits and reviews
• Drive end-to-end optimization of admin, client service, and indexing workflows
• Identify opportunities to cross-skill staff for greater flexibility and coverage
• Lead continuous improvement initiatives and collaborate on change management projects
• Build a high-performance, agile, and adaptable team culture
• Lead daily huddles, training sessions, and development planning
• Manage workforce engagement and retention through structured leadership and support
• Deliver consistent workforce reporting to Admin and Client Service managers
• Identify and escalate operational or financial risks in workflow and task assignments

Required Knowledge and Experience    

• Strong understanding of client servicing, admin processing
• Ability to manage cross-functional teams and flex resources based on need
• Leadership experience in the long-term insurance industry
• Experience in the role/ Similar role 

Educational Requirements    

• Matric
• Post matric studies/qualification an advantage
• RE5