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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

An amazing opportunity for a Team Leader: Operation role is available at our Head Office in Parktown.

Purpose:

Manage and implement the direct channel’s operational business model to optimize processes and ensure seamless delivery of products and services. Support the integration of an end-to-end financial services offering, enhancing efficiency and alignment with organizational objectives. 

Responsibilities:

Manage and implement the direct sales business operating model:

• Implement sales plans and pipelines for assigned agents.
• Develop and implement contact plans and track productivity.
• Support the business to deliver business targets and objectives and create a high performance orientated culture
• Accountable for the direct acquisition of sales
• Maintain lead to quote
• Maintain quote to conversion ratios
• Maintain NTU – and cancellation ratios
• Manage discount mandates to ensure that profitability targets are achieved
• Identify through insights action plans to improve lead, quote and conversion ratios
• Manage cost to serve indicators
• Facilitate the sharing of best practice across teams to improve sales acquisition.
• Driving a high performance sales culture.
• Maintain a high level of product knowledge by engaging staff in innovative ways.
• On the Job Sales Coaching for employees by having a traceable coaching process.
• Manage the resource capacity planning and implementation.

Manage and ensure best practice delivery of customer experience standards nationally:

• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Co create and implement business processes and systems to achieve sales targets and improve customer experience
• Build and maintain excellent relationships between own team and key internal external stakeholders.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure professional services are provided; where expectations are managed in terms of outcomes.
• Implement Quality Assurance findings.

Continuous improvement in product, process and systems to deliver strategic advantage within the market :

• Ensure process, product and systems optimisation is prioritised in order to deliver targeted strategic advantage.
• Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain.
• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.

Drive change methodology and ensure implementation across all projects:

• Ensure project and change initiatives meet objectives on time and on budget by increasing broker, customer or employee adoption and usage
• Responsible for  implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact brokers / customers and employees by increasing benefit realization, value creation, ROI and the achievement of results and outcomes.
• Provide direct support and coaching to all direct reports.

Ensure cost efficiency through financial and corporate governance:

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets sales
• Contribute to the development and implementation of fit for purpose budgets.

Manage quality people practices:

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the HR and IT teams to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Ensure training and development plans are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary

Experience, knowledge & skills required:

• Grade 12.
• Relevant Tertiary – or Insurance Qualification. 
• FAIS Compliant 
• 3 years’ experience in leading a high performing team – with proven track record of achieving targets
• 3 – 5 years’ experience in direct sales environment within the financial services industry.
• 2 – 3 years’ experience in Short-Term insurance (Personal and Commercial Lines). 
• Experience in virtual management of resources advantageous
   

Competencies:

• Strategic
• Customer
• Collaboration
• Leading with Influence
• Innovation
• Personal Mastery
• Executing

Skills

Action Planning, Claims Management, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Oral Communications, Policies & Procedures, Typology

Competencies

Builds Effective Teams

Business Insight

Collaborates

Communicates Effectively

Decision Quality

Directs Work

Ensures Accountability

Financial Acumen

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent (Required)

Closing Date

25 January 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!