Discovery Life

Operations Manager

Client Services

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 Life

Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders.  It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships

Key Purpose

The primary purpose of this role is to lead and coach multiple diverse teams across more than one job level in order to align and adhere to business delivery and strategies. By driving process and operational improvements, managing objectives and targets and improving people management. While being accountable for building relationships with internal and external parties to ensure effective service delivery.

Areas of responsibility may include but not limited to

• Manage and monitor team performance and activities in order to achieve objectives and service excellence.
• Building effective relationships to improve overall service delivery.
• Plan team resourcing to ensure the team functions are not compromised due to poor resource planning
• Continuous improvement of processes and automation where possible, ensure improved deliverables and service.
• Monitoring and maintaining monthly statistics to ensure objectives are being tracked and delivered timeously.
• Building relationships with franchises and advisors/brokers to ensure perception excellence is met.
• Conduct office visits (DFC/DCS) to train admin and support staff as well as to build successful work relationships with the offices.
• Ability to plan strategically within the environment

Education and Experience

Essential:

• Matric
• At least 2 – 3 years of experience leading a servicing team
• At least 2 years of working experience in a call centre role within the financial services / life insurance industry

Advantageous:

• 2 – 3 years’ of working experience within an administrative role in the financial services / insurance industry
• Certificate in Financial Planning
• Business Degree /Diploma

Technical Skills and Knowledge 

Essential:

• Good understanding of Discovery Life products, processes and systems
• People management, 
• Analytical ability and effectively manage time
• Leadership skills
• Effective Communication Skills
• Ability to thing strategically and implement strategical solutions

Advantageous:

• Good understanding of Discovery Life products, processes and systems

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.