Job Description

Duties and Responsibilities:

• Ensure that all stakeholder (e.g. clients, insurers etc) communication is accurate, timeous, professional and relevant
• Build and maintain mutually beneficial relationships with internal and external stakeholders
• Ensure and contribute to achieving own and company required client satisfaction targets
• Ensure cancellations are minimized
• Ensure retention targets are achieved
• Ensure growth targets are achieved
• Provide expert personal lines advice to internal and external stakeholders
• Act as liaison between client facing and internal servicing teams to channel information, request for documentation etc.
• Deal with service complaints or escalations and ensure that client needs are satisfied
• Ensure that personal lines underwriting practices adhere to compliance and quality requirements
• Conduct regular audits of personal lines underwriting to ensure high standards of quality are maintained
• Compile, and distribute reports in order to ensure clear reporting to internal and external stakeholders
• Use monthly reports on the department performance and address discrepancies between expectations and actual performance (new business, clients retained, client cancellation, clients per underwriter etc.)
• Assist with the design of training material and standard operating procedures
• Adhere to company mandates
• Participate and contribute in ad hoc projects
• Ensure continuous process improvement and alignment of processes with organisational goals and objectives
• Live the companies values
• Ensure continuous self-development
• Provide training and share information and knowledge with the team
• Continuous coaching and mentoring of team
• Ensure own and team performance objectives are met
• Contribute towards and ensure continuous improvement in own and team performance
• Conduct formal performance review according to company processes
• Ensure personal development plans are implemented and executed

Desired Experience & Qualification

• FAIS Compliant
• 8 years Personal Lines underwriting experience
• 3 years management experience in managing a personal lines underwriting team
• Brokerage experience
• Excellent communication, client service and team management skills