Job Ref #: OLI-1829
Industry: Insurance
Job Type: Permanent
Positions Available: 1

Job Description

JOB PURPOSE

Build, maintain and enhance relationships with new and existing External Partners and leveraging their partner relationships in order to deliver end-end business results to ensure optimal business development.

RESPONSIBILITIES

Broker Customer Service

Provide a quality service to Brokers, while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems. Ensure continuous enforcement of new and existing marketing strategies through Brokers/External Partner relationships. Ensure Brokers/External Partners are continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements. Ensure the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners. Enhance Broker/External Partner relationships through continuous motivational sales support and recognition.

 

Customer Relationships Development

Make or receive calls (by telephone) to allocated Brokers to generate additional leads and maintain existing ones. Act as a first point of contact for resolving broker queries and complaints. Effectively build, maintain and manage new and existing Broker/External Partner relationships, departmental relationships as well as relationships within the TIH Group. Proactively source new Brokers/External Partners, on-board, grow 1Life’s share of wallet within panel of Brokers/External Partners, provide ongoing support and servicing to Brokers/External Partners paneled. Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

 

Data Collection & Analysis

Collate and analyse data using POL360 system to identify trends, opportunities and risks. Involves working independently. Monitor relevant information available in the POL360 system after each contact with a customer to ensure that the organisation maintains turn around time (TAT). Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

 

Insights and Reporting

Generate daily, weekly and monthly reports on broker contacts, as well as broker panel performance. Provide daily performance reports on incoming contacts and sales.

 

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance (panel penetration, ensuring not more than 40% of lapse ratios and NTU ratios) of the Brokers/External Partners. Ensure quarterly targets are met and provide guidance to Brokers/External Partners to ensure sales targets are met.

 

Work Scheduling

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done. Leverage all available information from Brokers/External Partners, the industry and internally to ensure constant review departmental processes, systems and protocols to improve efficiencies.

 

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.

 

Operational Compliance

Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

 

BEHAVIORAL COMPETENCIES

*Communicates Effectively**

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

 

*Customer Focus**

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

 

Ensures Accountability**

Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

 

*Drives Results**

Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

 

*Plans and Aligns**

Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.

 

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

 

*Interpersonal Savvy**

Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

 

*Being Resilient**

Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

 

Situational Adaptability

Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, takes steps to adapt to changing needs, conditions, priorities, or opportunities. Understands the cues that suggest a change in approach is needed; adopts new behaviors accordingly.

 

Builds Networks**

Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.

 

Demonstrates Self-Awareness**

Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. For example, seeks balanced feedback from others and is receptive to both positive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style impacts others.

 

Action Oriented**

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.

 

Instills Trust**

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.

 

Manages Conflict**

Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

 

Decision Quality**

Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

 

Business Insight**

Applies knowledge of business and the marketplace to advance the organization's goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.

 

Self-Development**

Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.

 

SKILLS

Verbal Communication

Use clear and effective verbal communication skills and provide technical guidance when required to express ideas, request actions and formulate plans.

 

Account/Client Management

Provide technical guidance when required to manage client accounts in a way that provides benefits both for the organisation and its clients. Build Relationships with Brokers/External Partners.

 

Sales Planning and Coordination

Achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.

 

Computer skills

Support business processes by understanding and effectively using standard office equipment and standard software packages. Excel trend analysis, Proficient in MS Office.

 

Writing skills

Use clear and effective writing skills to express ideas, request actions and formulate plans or policies.

 

Planning and Organising

Plan, organise, prioritise and oversee activities to efficiently meet business objectives. Provide technical guidance when required.

 

Customer System Operation

With guidance, understand and effectively operate all customer management systems.

 

Data Collection and analysis

Analyse data trends with guidance for use in reports to help guide decision making.

 

Review and Reporting

Review and create relevant, lucid and effective reports with some guidance.

 

Data Management

With guidance, acquire, organise, protect and process data to fulfill business objectives.

Job Requirements

EDUCATION

General Education

Grade 12/ SAQA Accredited Equivalent (Essential)

BCom or similar qualification (Advantageous)

 

EXPERIENCE

General Experience

3-4 years experience in sales and distribution in long-term insurance (Essential)

Experience in marketing or sales in banking / financial / insurance / business services (Advantageous)

 

ADDITIONAL INFORMATION

*SAQA Accredited Equivalent - it is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.