Team Leader Operations (Travel Insurance and IoT)

Discovery – Insure

Team Leader Operations (Travel Insurance and IoT)

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 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, home and business 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 Leader will be responsible for overseeing the Travel Insurance and IoT call centre operations from a service and sales perspective while maintaining SLAs. Defined sales and API targets will fall within the candidate’s scope of responsibility across the respective product lines. In addition to this, the Team Leder will be responsible for overseeing the month end processes in collaboration with their direct report.

General administration will be included within the candidate’s mandate. The candidate will be required to assist with general Travel Insurance and IoT queries/inquiries, issue invoices and endorsements, assist with preparing documents for offline sales, troubleshoot problems, log production issues to prod support, provide information and handle complaints.

Areas of responsibility may include but are not limited to

Staff management:

• Leading and managing a team of service, sales and multiskilled agents
• Ongoing team member support, training and coaching.

• Drive staff to achieve required targets, conversion rates and is accountability for teams overall sales targets
• Provide periodic product/service training to staff.
• Provide support to direct report regarding client queries, complaints etc.
• Assessment of consultants calls and mailbox responses - QA.
• Assisting with interviews & Role plays

Client service and outbound sales:

• Management of the SLA of the inbound, outbound, and service lines and mailboxes
• Overseeing that queries are being responded to correctly
• Managing data uploads into the dialler daily
• Regular reporting on the outbound campaign
• Meeting/exceeding the sales and API targets for the respective product lines.

Travel Insurance Claims oversight:

• Claims are processed within the agreed turnaround times
• Claim assessment where required and within mandated authority
• All client queries when escalated are managed optimally, avoiding escalation to the Insurance ombud

Month end oversight:

• Oversight of declaration/bordereaux partner reconciliation (vendor & distributor)
• Invoice preparation and submission for approval (incl. self-invoicing) 
• Liaise with finance on premium collection and payments.

Systems:

• Monitoring of system performance to ensure optimal experience for customers.
• Engage PMO & business architecture to log system defects.
• Liaising with vendors regarding defect logging

General:

• Assist with general administration.
• Manual policy/rewards uploads 
• System testing (UAT) when required
• Monitor and attend to compliance supervisions for staff.

Technical Skills and Knowledge

• Strongly customer service-focused
• Excellent relationship building skills
• Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively (critical)
• Conflict handling skills
• Analytical and attentive to detail
• Resourceful problem solver
• Systematic and organized with an ability to plan and prioritize effectively
• Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
• Good team player
• Results and deadline-driven
• Quick learner
• Excellent people management skills

Education and Experience

Education:

• Matric (Essential)
• FAIS Compliant
• RE5

 Minimum Experience:              

• Technical knowledge and understanding of short-term insurance
• 2 – 3 years’ experience working within the short-term insurance industry
• Minimum 1 year leadership experience
• Travel Insurance experience (claims handling and management) - Advantageous

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.