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Req ID 26146 – Posted 20/12/2018 – Discovery Insure – Gauteng – Sandton – Function (1)


Discovery – Insure

Broker Servicing Team Leader


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 Business Insurance is the commercial insurance offering of Discovery Insure that launched in South Africa in June 2018. Discovery Insure is committed to creating better businesses through shared value. Our commitment is backed up by our product innovation and a driving program that really works. Discovery Business insurance launched to market with unique business attributes as well as an innovative and compelling business insurance solution and are looking for industry experts to be part of a dynamic founding team.


Key Purpose

To efficiently lead, manage and coach a team of inbound broker service consultants, who service Brokers with new business quotes, policy changes, policy advice, complaints, escalations and all ongoing support within agreed service levels.


Areas of responsibility may include but not limited to

Ongoing team member support, training and coaching. Accurate, timely administration and reporting. Achievement of monthly product and soft skills knowledge targets (QA/ Assessments). Stakeholder engagement. Adherence to Reinsurance, risk and compliance requirements. Teamwork, self-management and alignment with Discovery values. Achievement of Service Level Agreement.


Personal Attributes and Skills

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


Essential Qualifications: Matric/Grade 12

FAIS Complaint (NQF Level 4 Short Term Insurance Qualification)


Minimum Experience:               

Technical knowledge and understanding of short term insurance

Broker knowledge and understanding

2-years Call Centre experience and at least 1-year Operational experience

Experience in leading a team in a Call Centre environment

3 – 5 yrs. internal broker servicing/ service consultant/ broker consultant experience

5 – 10 yrs. commercial underwriting


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.


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