Team Leader: Personal Lines Underwriting

iMasFinance Co-operative (Ltd); Centurion; On-site; ZAR 350,000 - 520,000; Full time

Job summary

iMas Insurance Brokers seeks a proactive Team Leader for the Customer Service Department in the Short-term Insurance division at the Centurion contact centre. The role drives claims handling, policy renewals, retention, and coaching to achieve business targets.

The successful candidate will manage day-to-day team activities, ensure compliance with regulations, and lead ongoing development through training and performance monitoring.

Qualifications

• Matric and regulatory exams completed.
• FSCA-recognized qualification on NQF Level 4 is required.
• 2–3 years’ claims experience in short-term insurance and 2–3 years in a supervisory role.

Responsibilities

• Monitor and manage claims activities to ensure accuracy and timeliness.
• Monitor and manage underwriting activities for accurate handling.
• Complete month end processes and ensure regulatory compliance.
• Manage campaigns, RPA projects, and reporting of performance.
• Recruit, onboard, and coach staff; implement disciplinary processes.

Skills

Leadership

People management

Customer service

Coaching & training

Regulatory knowledge

MS Excel

Time management

Education

National Senior Certificate (Matric)

Regulatory Exam (RE 5)

FSCA-recognized qualification on NQF Level 4

Tools

MS Office Suite

Job description

At iMas Insurance Brokers, we are committed to driving transformation and diversity in the workplace. In support of our transformation strategy, preference will be given to candidates from designated groups, specifically targeting African Males and candidates with disabilities

Why Join Us?

At iMas Insurance Brokers, you’ll be part of a dynamic and growing team where your leadership will directly contribute to our success. You will have the opportunity to inspire others, develop new talents, and make a significant impact in our Short term (non-life) Insurance division.

About the Role

We are seeking an energetic, innovative, and results-driven Team Leader to join our Customer Service Department in our Short-term Insurance Division at our Contact Centre in Centurion. As a Team Leader, you will be responsible for managing the day-to-day activities of the team who is responsible for claims, policy renewals and policy retention; thus driving performance, and ensuring business objectives are met through effective people management. Your leadership will inspire excellence in customer centricity, enhance productivity, and support continuous development through coaching and training.

Key Responsibilities

As the Team Leader, you will:

• Monitor and manage claims activities to ensure claims are handled accurately and timeously and in accordance with processes and procedures.
• Monitor and manage underwriting activities to ensure customer requests are handled accurately and timeously and in accordance with processes and procedures.
• Completing of month end processes
• Ensure compliance with regulatory standards.
• Ensure that monthly campaigns are managed and completed successfully.
• Daily monitoring and reporting on the Robotic Process Automation (RPA) active projects.
• Daily measurement of team’s performance and reporting.
• Liaise with internal external stakeholders and insurers to ensure smooth service delivery.
• Handle all escalated complaints and cancellations.
• Manage the underwriting team, retention, amendment, renewal efforts and cancellation ratio of policies.
• Complete special exercises on upselling.
• Identify compliance risk and recommend corrective action
• Implement and monitor corrective measures to minimise compliance risk
• System testing according to new releases.
• Ensure the resolution of all audit items in the Customer Service department
• Recruitment, selection, and onboarding of new employees.
• Proactive performance and consequent management
• Facilitate on the job training as and when required.
• Implement disciplinary processes and reward/recognition initiatives.
• Coach and mentor the team to drive continuous improvement.

Qualifications and Experience

• National Senior Certificate (Matric)
• Regulatory Exam (RE 5)
• FSCA-recognized qualification on NQF Level 4
• 2-3 years’ claims experience within the short-term insurance industry, in a Contact Centre environment
• 2-3 years’ experience in a supervisory role
• Valid Driver’s License (manual transmission)

Knowledge and Skills

• Proficient in MS Office (Advanced Excel)
• In-depth knowledge of relevant legislation and the financial sector’s regulatory landscape
• Strong people management and leadership skills
• Excellent written and verbal communication skills
• Negotiation and selling skills
• Contact centre technology
• Time management and coping under pressure
• Conflict handling and problem-solving abilities
• Technical product knowledge and customer-centric approach