Discovery Limited
Key Purpose of the Role
To lead and manage operations teams within the Short-Term Insurance Servicing Call Centre, including all related administrative and support functions. The role is responsible for implementing strategy, achieving performance targets, and ensuring high-quality service delivery to customers and stakeholders.
Key Responsibilities
Oversee and manage service levels and standard operating procedures across the call centre and associated functions.
Perform full line management duties within the scope of the role.
Analyse operational trends and identify improvement opportunities.
Manage relationships with internal and external stakeholders.
Drive staffing efficiency and optimise operational performance.
Review and align processes and SOPs regularly.
Manage operating costs in line with budgetary constraints.
Implement and monitor strategic objectives and performance targets.
Mentor, coach, and develop direct reports.
Handle escalated queries from various stakeholders.
Provide regular reporting to business stakeholders.
Foster a culture aligned with Discovery’s values.
Conduct monthly one-on-one meetings and performance reviews.
Candidate Requirements
Education
Matric (Essential)
FAIS full qualification – Short Term Insurance (Essential)
RE5 certification (Essential)
CPD certificate (Essential and/or advantageous)
Relevant tertiary qualification (Advantageous)
Degree (Advantageous)
Experience
Minimum 3 years’ experience in a call centre (inbound or outbound) within client servicing teams in the short-term insurance industry (Essential)
Minimum 4 years’ experience in a leadership role within a call centre environment (Essential)
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