Key Purpose of the Role<\/p>\n
\tTo 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.<\/p>\n
Key Responsibilities<\/p>\n
\tOversee and manage service levels and standard operating procedures across the call centre and associated functions.
\n\tPerform full line management duties within the scope of the role.
\n\tAnalyse operational trends and identify improvement opportunities.
\n\tManage relationships with internal and external stakeholders.
\n\tDrive staffing efficiency and optimise operational performance.
\n\tReview and align processes and SOPs regularly.
\n\tManage operating costs in line with budgetary constraints.
\n\tImplement and monitor strategic objectives and performance targets.
\n\tMentor, coach, and develop direct reports.
\n\tHandle escalated queries from various stakeholders.
\n\tProvide regular reporting to business stakeholders.
\n\tFoster a culture aligned with Discovery\u2019s values.
\n\tConduct monthly one-on-one meetings and performance reviews.<\/p>\n
Candidate Requirements<\/p>\n
Education<\/p>\n
\tMatric (Essential)
\n\tFAIS full qualification \u2013 Short Term Insurance (Essential)
\n\tRE5 certification (Essential)
\n\tCPD certificate (Essential and\/or advantageous)
\n\tRelevant tertiary qualification (Advantageous)
\n\tDegree (Advantageous)<\/p>\n
Experience<\/p>\n
\tMinimum 3 years\u2019 experience in a call centre (inbound or outbound) within client servicing teams in the short-term insurance industry (Essential)
\n\tMinimum 4 years\u2019 experience in a leadership role within a call centre environment (Essential)<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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