Team Leader Personal Lines

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Purpose: To lead a dynamic insurance broker servicing team, within a contact centre environment, with integrity and a focus on championing the customer. The role ensures the delivery of client-centric solutions, fosters strong stakeholder relationships, and empowers team members to perform at their best. It champions a culture of accountability, continuous learning, and innovation, while aligning daily operations with strategic business goals and targets.

Responsibilities:

Operational Oversight & Service Excellence

• Oversee daily contact centre operations, ensuring smooth handling of requests, item quotations, and policy servicing.
• Ensure all client interactions meet quality standards and regulatory requirements.
• Analyse, report on and manage key contact centre metrics such as daily service level targets, turnaround times and adherence to service protocols.
• Identify and implement process improvements to enhance operational efficiency and broker experience.

Team Leadership & Performance Management

• Lead a team of insurance service consultants to maintain and grow the business and ensure consistent service delivery in line with set performance targets.
• Monitor and review team performance against defined servicing targets aligned with business objectives.
• Conduct regular performance reviews, coaching sessions, and feedback discussions to drive continuous improvement and accountability.
• Foster a high-performance culture that emphasizes service, business growth, compliance, and ethical practices.
• Identify cross and ups selling opportunities across all products and lead the team to deliver on the identified opportunities.

Stakeholder Engagement & Relationship Management

• Serve as a key escalation point for broker-related queries, ensuring timely and effective resolution.
• Build and maintain strong, professional relationships with stakeholders to support policy retention and business growth.
• Actively engage with stakeholders to gather feedback, identify service gaps, and recommend improvements.

Communication & Collaboration

• Facilitate regular team meetings to share updates, align on objectives, and encourage open communication.
• Collaborate with internal departments (e.g., distribution, claims, compliance) to resolve issues and streamline processes.
• Promote a culture of knowledge sharing, transparency, and mutual support within the team.

Talent Development & Workforce Planning

• Identify training needs and coordinate development initiatives to enhance team capabilities in servicing, product knowledge, and broker engagement.
• Support recruitment and onboarding of new team members in line with company values and Employment Equity principles.
• Drive a culture of continuous learning, professional growth, and team cohesion.
• Forecast staffing needs. Manage workforce and leave planning to ensure service continuity.

Strategic Contribution & Innovation

• Provide insights and recommendations to improve servicing effectiveness.
• Contribute to strategic initiatives and projects aimed at enhancing the broker channel and overall business performance.
• Encourage innovation and proactive problem-solving within the team.

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process, and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends, and ideas.
• Actively participate in own professional development and career path.
• Actively promote a culture of learning and high-performance culture amongst team members.

Experience: [ Knowledge & skills required]:

• Matric and/ or equivalent
• Diploma and/or equivalent NQF Level 6 qualification in general insurance.
• Relevant insurance related qualifications.
• 5 - 7 years’ experience in personal lines insurance.
• 2 – 3 years’ experience leading a Call Centre team.
• 2 - 3 years’ experience in managing an insurance servicing team

Competencies:

• Customer: Putting the customer at the heart of business decisions and driving to improve value for customers
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to manage a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing: Displays consistent energy, drive, and perseverance to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Skills

Backlog Management, Building Trust, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Understanding, Executing Plans, Oral Communications, Policies & Procedures, Sales Software, Strengthening Customer Relationships

Competencies

Action OrientedBuilds NetworksBusiness InsightCollaboratesCommunicates EffectivelyCustomer FocusEnsures AccountabilityInterpersonal Savvy

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

31 July 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!