Team Leader Operations
2 weeks ago
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Team Leader OperationsBusiness Unit: Discovery Insure
Function: Call Center / Contact Center
Date: 3 Apr 2025
Discovery – InsureTeam Leader Retentions – Short Term InsuranceAbout Discovery
Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
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 and home 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. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East.
The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.
Key Purpose
To lead and manage a team of retention and outbound service consultants who are responsible for retaining and upselling on existing business.
Areas of responsibility may include but are not limited to:
- Full line management function within scope of role
- Work allocation to the teams
- Reporting to MANCO on Ops dashboard and team stats
- Escalated query handling from various stakeholders
- Reporting to various stakeholders on business retained, potential losses, premium rejection, non-preferred clients
- Call quality audits on own teams
- Call coaching
- Monthly 1:1's and performance discussions
Education and Experience
- Matric (Essential)
- Full FAIS qualification Short term Insurance (Essential)
- RE5 for representative (Essential)
- Class of business certificate (Essential and/or advantageous)
- Continuous Professional Development (CPD) certificate (Essential and/or advantageous)
- 3 years' short-term insurance retentions experience in the short-term insurance industry (Essential)
- Minimum of 3 years' leadership experience in a call centre environment (Advantageous)
- Degree (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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