Insurance Team Leader

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