Job Openings at Old Mutual

•  Ensure operational effectiveness by maintaining a high standard of administrative support that is aligned with the company’s systems, policies & procedures.
• Ensure filing system updated and maintained.
• Engages with others in line with organisational guidelines, policies, culture and values
• Organise/ Coordinate meetings and functions.
• Make travel arrangements.
• Manage/Administer all assets/equipment.
• Able to correspond to all stakeholders verbally and non-verbally in both English and Afrikaans.
• Assist proactively to ensure that the Department complies with all HR policies/requirements.
• Deliver assigned work by the set or agreed deadlines with the result meeting the expected quality standards.
• Adhere to specified standards, policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable

Job Requirements

• Grade 12/ Matric
• 3 years’ experience in field of secretarial/administration work with preferably short-term insurance related experience included.
• Computer literacy and knowledge of Microsoft Word, Excel, & PowerPoint presentation

Additional Details

• Organization and Attention to Detail
• Results Orientation
• Decision making and problem solving
• Teamwork and Cooperation
• Data Capturing
• Business Administration Skills

go to method of application »

•  Analyse commercial lines accounts to make decisions based on individual risk characteristics, exposure analysis, hazard recognition and controls.
• Use underwriting guidelines and organisational best practices to ensure compliance with guidelines / regulations.
• Price business according to organisational underwriting and pricing guidelines. Use creativity and underwriting knowledge to write appropriate risks and retain profitable business within delegated authority levels.
• Partner with Sales to support marketing activities to develop ongoing relationships with brokers to discuss market appetite, quality and profitability of submissions, service standards, and underwriting and/or product changes.
• Partner with Sales to communicate with customers on underwriting issues including, but not limited to, decisions on cancellations, declinations, exposure concerns, and survey results.
• Partner with Sales to identify patterns to resolve or improve issues.
• Participate in customer planning and review processes to identify sales and marketing opportunities.
• Promote the organisation’s product through customer networks and stay abreast of changes within the industry and at competitors.

Continuous improvement to ensure effective service

• Actively participate in problem solving activities to define problems, assess current state root causes, design and test solutions, implement solutions, and sustain and continuously improve to permanently eliminate problems.
• Actively participates in continuous improvement by fully engaging in daily huddles, generating suggestions, following appropriate procedures and continuous process improvement work principles, participating in problem solving activities, and utilizing continuous improvement tools to support the work of the team.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Cost control and governance adherence
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

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

Job Requirements

• Grade 12
• Insurance Level IV qualification (or studying towards)
• 2 year underwriting experience
• Any form of sales/marketing experience in insurance will be advantageous
• Computer literate

go to method of application »

•     Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
•     Telephonically guide customers through the product offering, pricing, terms and conditions.
•     Provide accurate and efficient quotation/s to customers.
•     Maintain an agreed lead to sale ratio.
•     Maintain an agreed lead to quote ratio.
•     Maintain an agreed quote to sale ratio.
•     Required to work shifts as scheduled.
•     Manage all allocated leads.
•     Sell according to agreed targets for the day.
•     Maintain a 90% QA average on all calls.
•     Accurately and efficiently capture all customer data.
•     Finalise calls at point of contact, where possible.
•     Forward accurate policy documents to customers within mandated timeframes.
•     Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
•     Manage time and workloads to ensure that deadlines and targets are met.
•     Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.

Quality service delivery

•     Provide customer services in line with quality and performance standards.
•     Build positive customer relations and solve or escalate customer queries and complaints.
•     Gather feedback on customer satisfaction and report to the relevant parties.
•     Proactively suggest improvements in customer service and relations where applicable.
•     Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Cost control and governance adherence

•     Proactively ensure use of time, of resources, money, materials or equipment is in line with organisational policies and procedures.
•     Comply with corporate governance policies, procedures and standards.
•     Operate within agreed mandates.

Quality people practices

•     Align own behaviour with the organisation culture and values.
•     Share and transfer product, process and systems knowledge to colleagues.
•     Collaborate and work with the iWYZE team to deliver required service levels.
•     Actively participate in the iWYZE team to ensure functional balanced scorecard objectives are achieved.
•     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.

Job Requirements

•     Grade 12
•     Appropriate insurance qualification (FAIS & RE non-negotiable)
•     2 years’ experience working in a call centre. Long Term Insurance experience would be advantageous.