Discovery Insure | Select Team Manager | Manager level

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 

The Team Manager role is accountable for leading and managing a team of Insure Select Executive Relationship Managers who deals with a portfolio of high-net-worth clients and broker portfolios, including the end-to-end handling of complex claims, servicing and other associated responsibilities.

This position requires a highly effective, proactive, solution-driven professional with the ability to lead an effective team whilst always providing world class client service across the full short-term insurance value chain and support ongoing business growth.

Areas of responsibility: (including but not limited to)

Team Leadership

• Achieve the Insure Select Vision and support the divisional purpose through leading an effective team of Select Executive Relationship Managers.
• Ensure all staff has individual goals and monitor progress in support of the team strategy of continuous growth.
• Own, imbed, influence the team in relation to the Discovery Insure Culture and Mindset
• Identify performance, skills, knowledge, information and attitude gaps for the team and implement effective coaching.
• Ensure high level of customer service through appropriate training, development and coaching initiatives as it specifically relates to Discovery Insure Mindset principles (Echoes).
• Drive a Culture of Customer service excellence.
• Maintain a high team morale and effective team connection.

Operational Management

• Assign duties, manage schedules, and ensure efficient operations.
• Drive performance across measurable metrics (NPI growth, SLA adherence, claims turnaround, retention, etc.).
• Broker and client perception management across all functions
• Conduct call and work quality audits.
• Manage monthly performance.
• Manages performance and efficiency of direct reports and ensures recommendations and decisions taken on technical functions are within mandate and that a high level of customer service is maintained.

 Client and Broker Engagement

• Serve as the primary escalation point for Insure Select stakeholders.
• Effective query handling and resolving of escalated complaints, self and through others on behalf of Insure Select stakeholders.
• Maintain strong relationships with franchises and partners to support sales and retention.
• Enhance broker and client perception through consistent, high-quality service, engagement and connection.

Claims Oversight

• Oversee large and complex claims processes from assessment to settlement.
• Ensure claims are paid in accordance with policy cover and within turnaround times.
• Identify bad risks and conduct ad hoc audits of finalized files.
• Improve loss ratios through strategic claims management.

Skills required and demonstration thereof

• Demonstrates a strong habit of taking full ownership of tasks, challenges, and outcomes. Proactively steps up when issues arise, works independently and persistently on required activities, and remains accountable for driving matters through to successful resolution.
• Exhibits resilience when progress toward goals is obstructed. Effectively identifies sources of frustration or interference and responds constructively by maintaining focus, managing emotions, and taking positive, solution-driven actions to achieve desired outcomes.
• Consistently acts with urgency and decisiveness. Responds promptly to client, broker, and operational needs, addresses escalations without delay, and ensures momentum is maintained in all areas of responsibility.
• Manage situations involving opposing interests in a professional and constructive manner. Facilitates open dialogue, maintains respect for all parties, and works toward practical solutions that minimise negative impact while preserving relationships.
• Displays a genuine willingness to support and assist others without expectation of personal gain. Actively contributes to team and organisational success by sharing knowledge, offering help, and prioritising collective outcomes.
• Applies strong conceptual and analytical thinking to complex situations. Effectively interprets information, identifies patterns and root causes, and translates insights into practical actions and sound decision-making.
• Demonstrates high effectiveness in executing job responsibilities. Completes tasks accurately and within agreed timeframes, prioritises work appropriately, and utilises resources optimally to achieve consistent, high-quality results.
• Maintains a positive, engaged, and respectful demeanour. Operates with kindness and emotional maturity, remains calm under pressure, and, when required, adopts an assertive and actively involved approach to overcome challenges and drive constructive outcomes.
• Demonstrates ability to manage conflict and solve complex problems by facilitating constructive dialogue, making sound decisions, and driving resolution in a fast-paced environment.

Education 

• Matric (Essential)
• Degree at NQF level 6 and higher with a minimum of 360 credits related to the financial services industry or FAIS full qualification in short term insurance (Essential)
• RE5 certification (Essential)
• Class of Business certificate (COB) (Essential)
• Continuous Professional Development (CPD) certificate (Essential)
• RE1 (Key Individual) (Advantageous) - to be obtained by June 2027

Experience

• Minimum of 5 years leading a team in an Operational environment (Essential)
• Minimum of 8 years working experience in claims and customer service and/or portfolio management environment (Essential)
• Claims processing – motor and non-motor

• Client and broker servicing
• Portfolio and relationship management
• Working with service providers and escalations

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.