Jobs at Old Mutual South Africa

• Ensure that clients/staff/brokers get assisted in the best turn around times
• Ensure that clients/staff/brokers get professional and correct advice first time every time
• Ensure deadlines with regards to clients schedules and faxes are adhered to
• Ensure all activity and work allocated is completed and necessary feedback given
• Ensure all product, systems and process training completed
• Ensure regular meetings and discussion sessions are attended in order to stay abreast of any developments and enhancements in the National Contact Centre
• Ensure adherence to SLA ’s and Call Centre service levels
• Ensure effective implementation and compliance of Call Centre Admin/operational systems or procedures
• Ensure ALL calls are answered according to Call Centre standards
• Ensure adherence to QA Standards at all times
• Practice service with a SMILE
• Ensure activity is captured correctly to assist team leaders in drawing accurate stats for reporting
• Ensure adherence to scheduling times
• Ensure escalation and tracking of queries outside own ambit and responsibility
   

Job Requirements

• 1 year relevant experience
• Call centre experience
• Computer literate
• Appropriate Insurance Qualification
• Completed a Service Excellence Programme
• FAIS compliant
• Minimum period required to perform productivity in this job 6-12 months

Additional Details

• Strategic : Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Building Relationships : Build and Maintains strong relationships to better understand our partners and customers better. Identify people’s needs, interests, and inform and influence easily. Interact with people and engages through simple and powerful communication.
• Old Mutual Insure way of selling : Wins and retains partners and customers by identifying their needs of business challenges and matching them to the OMI products and services. Identifies opportunities to win more business through up-selling.
• Negotiating & Deal closing : Understand partner and customer drivers and leverage them to create negotiation power. Responds positively to objections and addresses our partner and customer’s needs to successfully close a sale. Use range of techniques and approaches to make agreements that add value for OMI and our partners and customers (Win:Win)
• Competing to win : Knows OMI’s products, value propositions and differentiations and leverages it against the competition. Knows what the competitors are offering, how OMI compares and used market data/tools to beat the competition.
• 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 handle a wide range of relational challenges to ensure collaboration across boundaries.
• 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 in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

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• Manage the team’s delivery by allocating work according to complexity of the request and underwriter mandates.
• Oversee data entry and processes and ensure the team adequately manages their workloads by setting targets and adjusting priorities according to seasonal volume variations.
• Maintain expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Review policy information, quote submissions, endorsements and renewal information that is captured into the in-house systems to evaluate whether the team interpret and implement decisions based on organisational rating guides that are within their defined mandate.
• Facilitate the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• Represent the support team to relevant governance groups and co-ordinate audit activities as well as manage subsequent team actions.
• Manage the compliance reporting on a monthly basis for the Speciality and RI lines of business.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.

Continuous improvement to ensure effective service

• 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.
• Manage the team’s performance.
• Actively promote a culture of learning and high performance culture amongst team members

Job Requirements

• Diploma and/or equivalent NQF Level 6 qualification in general insurance.
• 3 – 5 years’ experience in long term assurance.
• 1 – 2 years’ experience in managing a team of client service consultants would be advantageous.