Exciting Leadership Opportunity: Team Leader – Operations (Travel Insurance & IoT)

About Discovery

Discovery is dedicated to enhancing and protecting lives by investing in outstanding individuals who align with our mission. We foster a dynamic and fast-paced environment where talented professionals can thrive. As a global leader in innovation, Discovery is committed to driving positive societal change while achieving financial excellence.

About Discovery Insure

Discovery Insure is revolutionizing the short-term insurance industry in South Africa by promoting safer driving through our Shared-value Insurance model. Our award-winning Vitality Drive program incentivizes clients to adopt better driving habits, expanding its impact locally and internationally. With over 1,000 employees, we are committed to delivering unparalleled service and innovative insurance solutions.

Role Overview

We are seeking a Team Leader – Operations to oversee travel insurance operations, ensuring seamless policy processing, invoicing, claims management, and service delivery. The role will also involve leading the IoT call center once fully operationalized. The ideal candidate will be an analytical problem-solver with strong Excel skills, leadership abilities, and a talent for fostering collaborative work environments.

Key Responsibilities

Reporting & Analytics:

• Oversee partner reconciliations and vendor invoicing.
• Manage financial transactions, including premium collections and payments.
• Utilize data analytics to identify trends and drive operational improvements.
• Generate and present performance and financial reports.

Team Management:

• Lead and mentor a multiskilled team, fostering a positive work culture.
• Provide ongoing training and performance coaching.
• Conduct quality assurance on consultant communications.
• Drive sales targets and monitor key conversion rates.

Claims & Customer Service Oversight:

• Ensure timely processing of travel insurance claims.
• Conduct claims assessments and manage escalations efficiently.
• Maintain client satisfaction, preventing unnecessary escalations to the Insurance Ombud.
• Oversee daily operations to ensure efficiency and service excellence.

Sales & Service Management:

• Monitor and enhance service delivery across various client touchpoints.
• Optimize outbound sales performance and track campaign success.
• Manage data uploads and maintain compliance with service-level agreements.

General Administration & Compliance:

• Monitor system performance, report defects, and liaise with vendors.
• Assist in policy processing, manual updates, and rewards allocation.
• Conduct system testing (UAT) and compliance supervision.

Required Skills & Competencies

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to build and maintain strong professional relationships.
• Conflict resolution and problem-solving capabilities.
• Strong analytical skills and attention to detail.
• Adaptability in a fast-changing environment.
• Leadership and team management expertise.
• Results-driven with strong time management skills.

Qualifications & Experience

• Matric (Essential) & FAIS Compliant.
• RE5 Certification.
• 2–3 years of experience in the short-term insurance industry.
• Minimum 1 year of leadership experience in claims or customer service.
• Travel Insurance claims experience (Advantageous).
• Strong proficiency in MS Excel and reporting (Advantageous).

Diversity & Inclusion

As an Equal Opportunities Employer, Discovery promotes inclusivity and welcomes candidates from diverse backgrounds, including individuals with disabilities.