Team Leader Operations

3 days ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Insure

**Function**:Insurance (Short Term)

**Date**:20 Feb 2025

**Discovery - Insure**

**Team Leader Operations (Travel Insurance and IoT)**

**About 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 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**

**Areas of responsibility may include but are not limited to**

**Reporting and Analytics**:

- 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.
- Prepare and present regular reports on operational performance, client satisfaction, and financial status.
- Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
- Good with MS office.

**Staff management**:

- Lead, mentor, and develop multiskilled staff, fostering a positive and collaborative work environment.
- Ongoing team member support, training and coaching.
- Provide periodic product/service training to staff.
- Provide support to direct report regarding client queries, complaints etc.
- Assessment of consultants calls and mailbox responses - QA.
- Assisting with interviews & Role plays
- Conduct performance reviews
- Drive staff to achieve required targets, conversion rates and is accountable for teams’ overall sales targets

**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, avoiding escalation to the Insurance ombud

**Client service and outbound sales**:

- Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
- Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
- Ensure adherence to established policies, procedures, and service level agreements (SLAs).
- 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.

**General**:

- Monitoring of system performance to ensure optimal experience for customers.
- Engage PMO & business architecture to log system defects.
- Liaising with vendors regarding defect logging
- 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 (critical)
- Conflict handling skills
- Analytical and attentive to detail
- Resourceful problem solver
- Systematic and organized with an ability to plan and prioritize effectively
- Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
- Good team player
- Results and deadline-driven
- Quick learner
- Excellent people management skills

**Education and Experience**

**Education**:

- Matric (Essential)
- FAIS Compliant
- RE5

**Minimum Experience**:

- Technical knowledge and understanding of short-term insurance
- 2 - 3 years’ experience working within the short-term insurance industry
- Minimum 1 year leadership experience (experience with managing a team in services and/or claims
- Travel Insurance experience (claims handling and management) - Advantageous
- Strong MS Excel and reporting skills - Advantageous
- EMPLOYMENT E

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