Insurance Sales Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Mukuru Full time

Insurance Team Leader

About Mukuru:
Mukuru is a rapidly expanding fintech company committed to delivering world-class financial services. We are looking for a dynamic Insurance Team Leader to oversee our Insurance team, ensuring exceptional customer service, compliance with regulatory requirements, and continuous improvement of processes and systems. This role is a fantastic opportunity to lead a high-performing team in a fast-paced environment while driving efficiency, customer satisfaction, and operational excellence.

Key Responsibilities1. To Oversee and Manage the Daily Operation of the Insurance Team

  1. Monitor, train, and manage the insurance team to ensure delivery of World Class Service.

  2. Hold monthly Insurance Team meetings.

  3. Prepare for and conduct bi-annual KPI meetings with each team member.

  4. Conduct assessments based on sales stats, Zendesk tickets, email responses, and phone calls, evaluating communication, problem resolution, and customer interaction.

  5. Ensure staff roles align with their strengths and competencies.

  6. Achieve and maintain an internal NPS score of higher than 8.

2. To Reduce Costs and Increase Efficiency While Delivering World Class Customer Service

  1. Take ownership of the processes and systems used within the Insurance team.

  2. Escalate system issues directly to relevant support/IT teams for investigation and resolution.

  3. Identify and implement tech & non-tech improvements to enhance sales, service levels, and cost efficiency.

  4. Monitor service levels and assess the impact of system and process changes.

  5. Establish and track S.M.A.R.T deliverables in collaboration with the line manager on a 90-day cycle.

3. To Ensure Policies Are Sold and Updated Correctly with No Errors Within Stipulated KPIs

  1. Oversee policy sales, updates, and claims processing.

  2. Ensure all customer queries are handled appropriately and within set KPIs.

  3. Address escalated customer queries, maintaining high service standards.

  4. Manage user access and limits across all systems to ensure data integrity.

4. To Effectively Communicate with Internal Stakeholders

  1. Collaborate with other departments to ensure a seamless customer experience.

  2. Identify and recommend training topics to improve customer service levels.

  3. Work with the training department to develop relevant training material.

5. To Fulfil All Duties of an Insurance Consultant Within Set KPIs

  1. Contact clients to promote and sell insurance policies.

  2. Follow the standardised sales process, including reading disclosures.

  3. Confirm client details and required information for coverage.

  4. Capture all relevant data for beneficiaries and covered individuals.

  5. Explain payout options, costs, and payment processes to customers.

  6. Update the applicable systems with sales and customer details.

6. To Compile and Submit Accurate Reports

  1. Attend stand-up meetings with the manager.

  2. Submit monthly performance reports.

  3. Provide accurate reports on insurance product performance from a sales, cost, and customer service perspective.

  4. Evaluate and present team performance metrics at monthly team meetings.

7. To Perform General HR Functions to Ensure Policy Compliance and Team Capacity Management

  1. Hold monthly KPI discussions with team members.

  2. Conduct formal bi-annual performance reviews.

  3. Provide coaching, mentoring, training, and disciplinary measures as needed.

  4. Ensure adherence to HR and IR policies and procedures.

  5. Manage disciplinary and performance management processes.

  6. Approve leave requests while maintaining team capacity for customer service.

  7. Schedule weekend and overtime shifts as required.

8. To Manage Own Professional and Self-Development

  1. Monitor and manage personal performance targets.

  2. Attend monthly and bi-annual KPI meetings with the Head of Wallet and VAS.

  3. Complete training courses for new products.

  4. Participate in weekly team strategy meetings.

Job RequirementsKnowledge & Skills

  1. Knowledge of money transfer procedures

  2. Knowledge of FICA and FIAS regulations

  3. Understanding of African currencies

  4. Multitasking and organisational skills

  5. Computer literacy and typing proficiency

  6. Strong verbal communication and telephone skills

  7. Sales, time management, and conflict resolution abilities

  8. Attention to detail and customer service excellence

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