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Insurance Team Leader
3 weeks ago
Our client based in Cape Town is looking for a Insurance Team Leader to join their growing department
Essential Functions
Meeting the SLA Targets
Team management and Transaction/Call Monitoring
Productivity Improvement and Employee engagement
Client interaction, if required at supervisory level
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Driving Quality initiatives in the process to attain measurable positive results
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Primary Internal Interactions
Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation
Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs
Quality Analyst for the purpose of feedback and audit
Primary External Interactions
Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
Take inbound calls to assist Prudential clients, if required at times
Technical Skills
High level computer proficiency including
Good computer navigation skills and PC skills
Strong Excel, with knowledge of other Microsoft Office Suite
Preferably good typing speed and accurate system updating
Phone call/master handling skills
Keyboarding skills ( at least 30 wpm)
Process Specific Skills
Knowledge about US Life Insurance processes
Flexibility to work in various shifts
Knowledge about US culture
Knowledge on quality procedures
Soft Skills (Minimum)
Team mentoring, engagement and coaching skills
Clear writing and verbal communication
Demonstrated problem solving skills and the ability to do multi-tasking
Excellent Communication Skills
Strong customer service focus
Ability to empathize with the customer
Prioritizing customer needs
Good problem solving, reasoning and analytical skills
Negotiation and influencing skills
Ability to deliver messages/responses in a clear and concise manner
Education Requirements
Undergraduate - With minimum of 2 years of College Education or equivalent work experience
Work Experience Requirements
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