Discovery – Insure

Manager Operations (24-hour Roadside and Home Assistance) – Short Term Insurance

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 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 the 24-hour roadside and home emergency services operations call centre and associated administration functions.

Implement, drive and manage set strategy and targets for area and provide a service of high standard and support to customers and business stakeholders.

Areas of responsibility may include but not limited to

• Manage all service levels and standard operating procedures of the 24-hour roadside and home emergency services call centre, and all associated functions
• Full line management function within scope of role
• Analyse trends relative to area
• Effectively manage operating costs within the call centre as per budget
• Effectively implement, drive and manage strategy and targets as set out for the business area.
• Develop, mentor and coach direct reports
• Escalated query handling from various stakeholders
• Reporting to various stakeholders on business
• Cultivate Discovery culture within business area
• Effectively lead and develop the team to enable growth, ensure career developments across all levels of staff within the team
• Auditing of any operational gaps and ways to improve service delivery
• Service provider management

Education and Experience

• Matric (Essential)
• Minimum 4 years’ experience in a leadership role within an emergency services call centre (Essential)
• Minimum of 3 years’ 24-hour roadside and home emergency services (Essential)
• Minimum of 3 years’ vehicle tracking and recovery experience (Advantageous)
• PSIRA accreditation (Advantageous)
• Degree (Advantageous)

You need to agree to polygraph testing as part of your employment.

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.