Talent.com
This job offer is not available in your country.
Team Leader Personal Lines

Team Leader Personal Lines

Old MutualJohannesburg, ZA
30+ days ago
Job description

Job title : Team Leader Personal Lines

Job Location : Gauteng, Johannesburg

Deadline : December 30, 2025

Quick Recommended Links

  • Jobs by Location
  • Job by industries

Job Description

  • Purpose : To lead a dynamic insurance broker servicing team, within a contact centre environment, with integrity and a focus on championing the customer.
  • The role ensures the delivery of client-centric solutions, fosters strong stakeholder relationships, and empowers team members to perform at their best.
  • It champions a culture of accountability, continuous learning, and innovation, while aligning daily operations with strategic business goals and targets.

    • Responsibilities :

    Operational Oversight & Service Excellence

  • Oversee daily contact centre operations, ensuring smooth handling of requests, item quotations, and policy servicing.
  • Ensure all client interactions meet quality standards and regulatory requirements.
  • Analyse, report on and manage key contact centre metrics such as daily service level targets, turnaround times and adherence to service protocols.
  • Identify and implement process improvements to enhance operational efficiency and broker experience.

    • Team Leadership & Performance Management

  • Lead a team of insurance service consultants to maintain and grow the business and ensure consistent service delivery in line with set performance targets.
  • Monitor and review team performance against defined servicing targets aligned with business objectives.
  • Conduct regular performance reviews, coaching sessions, and feedback discussions to drive continuous improvement and accountability.
  • Foster a high-performance culture that emphasizes service, business growth, compliance, and ethical practices.
  • Identify cross and ups selling opportunities across all products and lead the team to deliver on the identified opportunities.

    • Stakeholder Engagement & Relationship Management

  • Serve as a key escalation point for broker-related queries, ensuring timely and effective resolution.
  • Build and maintain strong, professional relationships with stakeholders to support policy retention and business growth.
  • Actively engage with stakeholders to gather feedback, identify service gaps, and recommend improvements.

    • Communication & Collaboration

  • Facilitate regular team meetings to share updates, align on objectives, and encourage open communication.
  • Collaborate with internal departments (e.g., distribution, claims, compliance) to resolve issues and streamline processes.
  • Promote a culture of knowledge sharing, transparency, and mutual support within the team.

    • Talent Development & Workforce Planning

  • Identify training needs and coordinate development initiatives to enhance team capabilities in servicing, product knowledge, and broker engagement.
  • Support recruitment and onboarding of new team members in line with company values and Employment Equity principles.
  • Drive a culture of continuous learning, professional growth, and team cohesion.
  • Forecast staffing needs. Manage workforce and leave planning to ensure service continuity.

    • Strategic Contribution & Innovation

  • Provide insights and recommendations to improve servicing effectiveness.
  • Contribute to strategic initiatives and projects aimed at enhancing the broker channel and overall business performance.
  • Encourage innovation and proactive problem-solving within the team.

    • Quality people practices

  • Align own behaviour with the organisation culture and values.
  • Share and transfer product, process, and systems knowledge to colleagues.
  • Ensure achievement of own performance objectives.
  • Actively share information with other team members regarding successes, issues, trends, and ideas.
  • Actively participate in own professional development and career path.
  • Actively promote a culture of learning and high-performance culture amongst team members.

    • Experience : [ Knowledge & skills required] :

  • Matric and / or equivalent
  • Diploma and / or equivalent NQF Level 6 qualification in general insurance.
  • Relevant insurance related qualifications.
  • 5 - 7 years’ experience in personal lines insurance.
  • 2 – 3 years’ experience leading a Call Centre team.
  • 2 - 3 years’ experience in managing an insurance servicing team

    • Competencies :

  • Customer : Putting the customer at the heart of business decisions and driving to improve value for customers
  • Collaboration : Creates trust, respect and builds meaningful relationships. Able to manage a wide range of relational challenges to ensure collaboration across boundaries.
  • Leading with Influence : Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
  • Innovation : Generates creative / out of the box solutions. Challenges the status quo and / or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
  • Personal Mastery : Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
  • Executing : Displays consistent energy, drive, and perseverance to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

    • Skills

  • Backlog Management, Building Trust, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Understanding, Executing Plans, Oral Communications, Policies & Procedures, Sales Software, Strengthening Customer Relationships

    • Competencies

  • Action Oriented
  • Builds Networks
  • Business Insight
  • Collaborates
  • Communicates Effectively
  • Customer Focus
  • Ensures Accountability
  • Interpersonal Savvy

    • Education

  • NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

    • Closing Date

  • 21 September 2025
  • Customer Service  jobs
    • Create a job alert for this search

    Team Leader • Johannesburg, ZA