Experience

Indwe Risk Services

• South Africa
• Insurance
• 300 - 400 Employee

• Personal Lines Manager

  • Aug 2013 - Present

  Managed & oversaw a team of 6 sales & 6 service advisors, training & developing staff to ensuring client retention programs & growth programs were in place & being practised. Translated the retention & service plans into individual team's performance objectives to ensure the profitability & sustainability of our client portfolio. Ensured the effective management of the claims process & motivating problematic or ex-gratia claims. Responsible for change management, & oversaw the implementation of new systems, products & system enhancements. Identifying & creating opportunities for cross & up-selling, contributing to the development of the integrated sales plan to achieve revenue goals & translating these sales plans into the individual team's performance objective. Managing the sales process & provide leadership for the 5 Business Development Specialists, ensuring they write quality business, pro-actively reporting & managing bottlenecks to achieve & exceed targets. Managing the 3 distribution channels identified by Indwe as growth channels, developing & improving the branch's standard operating procedures & delivering quality service by identifying specific client needs & providing solutions. Responsible for managing customer service delivery, ensuring all client concerns, queries & requests are resolved in accordance with minimum standards. Tasked with recruitment & retention of key personnel, managing employee relations including conflict resolution, disciplinary & grievances & contributing to the implementation of performance management systems to build a high-performance ecology. Responsible for keeping abreast of industry developments & insurance principles & structuring. Show less



PSG Financial Services

• South Africa
• Financial Services
• 700 & Above Employee

• Service Consultant | Client Service Manager (Promotion) | Liaison Officer (Promotion)

  • May 2004 - Jul 2013

  Service Consultant Personal Lines Support & Team Leader | May 2004 – April 2011 Client Service Manager (Promotion Position) | May 2011 – May 2012 Liaison Officer Sales & External Business (Promotion Position) | June 2012 – August 2012 Assistant Business Development Manager to 3 Branch Managers (Promotion Position) | September 2012 – July 2013 Tasked with increasing the PSG market share through growth & sales, identifying new business & cross-selling of personal & commercial clients, but also ensuring client retention from renewals by managing customer service & relationships. Analysed business systems & processes & identified areas of improvement to ensure operational efficiency to reach targets & deadlines. Managed the quality of customer service on complaints & compliments processes ensuring customer satisfaction & client retention & increasing the success rate of future cross-selling. Assisted the underwriting & claims department teams of 18 short-term advisors & 5 support staff when needed, identifying skill aperture & facilitating staff development & training. Coordinated the team's workload as well as the duties & responsibilities of individual team members. Translated retention & service plans into individual team's performance objectives to facilitate the sustainability & profitability of portfolios the team was responsible for. Promoted a positive & proactive approach to compliance & risk management 7 compiled monthly statistics & sales reports. Oversaw the implementation of new systems, product launches & system enhancements. Assisted advisors with information concerning insurance-related products & faultless client product presentations. Assisted & recommended the best possible insurance products & services to clients, managed, controlled & captured all new business & motivated problematic, ex-gratia claims. Show less



Nedcor

• Banking
• 1 - 100 Employee

• Internal Sales Support

  • Nov 2001 - Apr 2004

  In this role, I served as a liaison between the company & its customers, & performed a number of responsibilities related to engaging new & existing clients, with the goal of generating sales & retaining customers. Performed, organised, & streamlined operational tasks to reduce the potential for errors. Provided assistance to clients, & developed trustworthy & transparent relationships with bank staff. Monitored process' to proactively identify problems, taking immediate action where possible & escalating when required. Interacted with clients, resolved problems, & provided information. Recorded & tracked incoming leads by branches or suits. Generated my 5 quotation quota daily & obtained fully completed proposals with the required supporting documents for sign off by the Regional Sales Manager. Managed process' administration, compiled & updated monthly reports for the Regional Sales Manager for distribution to Bank Managers. Show less



Unify Africa Insurance Administrators

• Pretoria Area, South Africa

• Recoveries Claims Clerk

  • Sep 1999 - Oct 2001

  Unify Africa Insurance Administrators was an insurance underwriting management agency, specialising in providing administrative support to the small to medium brokerage. As Claims Clerk for Recoveries, I was responsible for contributing to the organisational goals by processing claims efficiently & timeously. Processed & administration of incoming claims from different brokerages. Typed up general letters of demand & followed up on process'. Tasked with appointing assessors, tracers & attorneys. Responsible for capturing new business on the insurance operating management system. Exercised discretion with classified & sensitive information. Show less