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.
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 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
Group.
Proactively source new Brokers/External Partners, on-board, grow 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 analyze data using 360 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 organization maintains turn around time.
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 organization's policies and
procedures and of relevant regulatory codes and codes of conduct to ensure
own work adheres to those standards. Obtain authorization 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.
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 organization 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
General Education
Grade 12/ SAQA Accredited Equivalent (Essential); BCom or similar qualification
(Advantageous)
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)
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