Location: Centurion
Employment: Permanent
Available: ASAP
Closing date: 31 January 2019
EE/AA: Applicable

Overall purpose of the position:
The Team Leader: Client Care Centre will be responsible for the supervision of a team of Service Consultants. This will include the day-to-day operations of the department, to oversee activities and to ensure that underwriting requests are resolved in accordance with the company underwriting guidelines and procedures.

Job Specifications:
• Supervise a team of Service Consultants
• Identify the training and development needs of staff
• Motivate staff and promote positive team dynamics
• Responsible to manage the attendance and attendance register of the team
• In conjunction with the Underwriting Manager, responsible to monitor team performance
• Coordinate daily utilisation, ensure SLA’s are maintained and manage outstanding JIRA’s
• Effectively manage, support and maintain healthy relationships with internal and external stakeholders
• Support the team by getting involved in disputes and complex queries
• Assist in decision making to retain existing clients
• Focus and assist in achieving the company’s organic growth objectives (Endorsement/Renewals/VAP’s)
• Manage and achieve due dates of Ad Hoc projects that may arise from time to time
• Monthly reporting, analysis of data and improve reporting function
• Ensuring that deadlines are met and high TCF principles are maintained
• Follow through of financial processes (Refunds)
• Attract, motivate, coach and develop team members in building a high-performance culture

Qualifications & Experience:
• Full NQF Level 4 Short Term Insurance qualification or minimum credits are required by FAIS regulations
• Successfully completed the RE Examination Level 1 (Representatives)
• A minimum of five (5) years´ working experience within the insurance industry, specifically within a client care or underwriting environment
• A minimum of three (3) years’ personal lines experience

Skills/Competencies:
• Very good communication skills (both written & verbal – English and Afrikaans)
• Very good interpersonal skills
• Good problem solving and negotiating skills
• Good policy, product and systems knowledge
• Solutions orientated, and deadline driven
• High stress tolerance and resilience
• High understanding of Coaching, Development and Mentoring
• High understanding of KPI’s for business & staff target requirements
• Able to address performance gaps
• Drive targets
• Apply analytical thinking to ensure best possible outcomes/results
• Workload management and distributions