Team Leader Operations (Travel Insurance and IoT) 2024
Business Unit: Discovery Insure
Function: Insurance (Short Term)
About Discovery Insure
Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor, home and business insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well.
Key Purpose
The Team Leader will be responsible for overseeing the Travel Insurance and IoT call centre operations from a service and sales perspective while maintaining SLAs. Defined sales and API targets will fall within the candidate’s scope of responsibility across the respective product lines. In addition, the Team Leader will oversee the month-end processes in collaboration with their direct report.
Areas of responsibility may include but are not limited to:
Staff management:
- Leading and managing a team of service, sales and multiskilled agents
- Ongoing team member support, training and coaching
- Drive staff to achieve required targets and accountability for teams overall sales targets
- Provide periodic product/service training to staff
- Assessment of consultants calls and mailbox responses – QA
- Assisting with interviews & role plays
Client service and outbound sales:
- Management of the SLA of the inbound, outbound, and service lines and mailboxes
- Overseeing that queries are being responded to correctly
- Managing data uploads into the dialler daily
- Regular reporting on the outbound campaign
- Meeting/exceeding the sales and API targets for the respective product lines
Travel Insurance Claims oversight:
- Claims are processed within the agreed turnaround times
- Claim assessment where required and within mandated authority
- All client queries when escalated are managed optimally
Month end oversight:
- Oversight of declaration/bordereaux partner reconciliation (vendor & distributor)
- Invoice preparation and submission for approval (incl. self-invoicing)
- Liaise with finance on premium collection and payments
Systems:
- Monitoring of system performance to ensure optimal experience for customers
- Engage PMO & business architecture to log system defects
- Liaising with vendors regarding defect logging
General:
- Assist with general administration
- Manual policy/rewards uploads
- System testing (UAT) when required
- Monitor and attend to compliance supervisions for staff
Technical Skills and Knowledge:
- Strongly customer service-focused
- Excellent relationship building skills
- Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively
- Analytical and attentive to detail
- Systematic and organized with an ability to plan and prioritize effectively
- Resilient, with an ability to work under pressure and adapt to change
- Good team player
- Results and deadline-driven
- Quick learner
Education and Experience:
- Matric (Essential)
- FAIS Compliant
- RE5
- Technical knowledge and understanding of short-term insurance
- 2 – 3 years’ experience working within the short-term insurance industry
- Minimum 1 year leadership experience
- Travel Insurance experience (claims handling and management) – Advantageous
EMPLOYMENT EQUITY:
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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