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Personal Lines Underwriting Team Lead

2 weeks ago

Cape Town, South Africa RBS Insurance Brokers Full time

To provide expert advice and management of the personal lines underwriting team and to ensure operations align to the organization strategy for quality, service and growth.

**Financial**
- Ensure new business targets are met
- Ensure retention of existing business
- Ensure and contribute to minimisation of general expenses

**Client**
- Ensure that all stakeholder (e.g. clients, AE’s, insurers) communication is accurate, timeous, professional and relevant
- Build and maintain mutually beneficial relationships with internal and external stakeholders
- Ensure and contribute to achieving own and company required client satisfaction targets

**Business processes**
- To provide expert personal lines advice to internal and external stakeholders
- Act as liaison between client facing and internal servicing teams to channel information, request for documentation etc.
- Deal with service complaints or escalations and ensure that client needs are satisfied within operational constraints
- Ensure that personal lines underwriting practices adhere to compliance and quality requirements
- Conduct regular audits of personal lines underwriting to ensure high standards of quality are maintained
- Compile, and distribute reports in order to ensure clear reporting to internal and external stakeholders
- Use monthly reports on the department performance and address discrepancies between expectations and actual performance (new business, clients retained, client cancellation, clients per underwriter etc.)
- Deal with cancellation requests and take every appropriate step to attempt to retain the business
- Assist with the design of training material and standard operating procedures
- Adhere to company mandates
- Participate and contribute in ad hoc projects
- Report any suspected fraud, misrepresentation and/or dishonesty
- Ensure continuous process improvement and alignment of processes with organisational goals and objectives

**Business processes**
- Live the RBS values
- Ensure continuous self-development
- Provide training and share information and knowledge with the team
- Continuous coaching and mentoring of team
- Ensure own and team performance objectives are met
- Contribute towards and ensure continuous improvement in own and team performance
- Conduct formal performance review according to company processes
- Ensure personal development plans are implemented and executed

Minimum Requirements
- Matric of equivalent
- FAIS Compliant
- Computer Literate
- Excellent communication skills
- Excellent customer services skills
- Excellent team management skills
- A minimum 8 years experience in Personal Lines Underwriting
- A minimum of 3 years management experience in a similar role