Broker Support Policy Administrator Manager

Job ID

138253

Closing Date: 25 February 2025

Leadership Pipeline

FAIS Affected (Yes)

Job Purpose

To manage the Broker Support functions within Nedbank Insurance Operations. Drive the Nedbank Insurance brand and service strategy in achieving targets. Maximize operational efficiency and superior client services. To be accountable for effective risk mitigation around policy amendments, underwriting and premium payments. Provide support to and maintain relationships with all stakeholders.

Job Responsibilities

• Effective team management.
• Manage internal insurance client relationships with a Broker support lens.
• Manage outsourced external insurers within SLA terms and conditions.
• Prioritise escalated client and Risk Advisor complaints. 
• Track team performance against established goals. Report on KPI’s of team and consistently achieve world class industry benchmarks.
• Adhering to audit requirements; report protentional audit findings identified and take actions to close the gap.
• Manage adherence to underwriting criteria and application.
• Manage FAIS requirements and staff to be fully compliant.
• Performance management.
• Manage retention and analysing stats from external insurance companies.
• Ensure team leader QA and process driven management within the team. Manage quality results, coaching and corrective actions done.
• Improvement to client data.
• Recruitment of staff and manage the onboarding process of new employees.
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Oversee and manage Stakeholder relationships. 
• Team meetings – structured and informal.
• Reward and recognition practices.
• Succession planning and talent management.
• Implement changes to improve turnaround time.
• Meet with brokers to ensure service standards are being met.
• Manage Business Continuity plan.
• Identify self-service opportunities or be part of testing and sign-off.
• Driving implementation of Operations strategy.
• Management and reporting of losses, take corrective actions and share learnings. Report losses timeously from date discovered.
• Encourage team to identify and recommend ways to improve business processes and systems to operate more effectively and adding value to clients and business.
• Support the achievement of the business vision, strategy, and values.
• Development and review of curriculum / training program and collaboration with Learning & Development team.
• Keep up to date with industry developments, legislation and compliance issues.
• Comply with Risk standards, policies and procedures as required by Compliance.
• Share knowledge and industry trends with team and stakeholders during formal and informal interactions.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Build effective organisational culture and manage organisational climate. Pulse/Nedbank way.
   

Essential Qualification

• Matric / Grade 12 / National Senior Certificate 
• Qualification as per FSCA list: Cat 1.2 and 1.6 (Short-term Insurance Personal & Commercial lines)
• Regulatory Examination: Representatives (RE5) and Key Individual (RE1)
   

Preferred Certifications

• NQF 5 Higher certificate in Short-term Insurance 

Minimum Experience Level

• 10 years working experience in the short-term insurance industry (Personal & Commercial lines), including experience in a brokerage.
• 5 years working experience in a leadership role managing short-term insurance products (Personal & Commercial lines), including experience in a brokerage.
• DOFA for Cat 1.2 and 1.6 for 12 months or more.
   

Technical / Professional Knowledge

Behavioural Competencies