Posting Description:

Aon is in the business of better decisions

What the day will look like

Other responsibilities include:

• Set and drive daily & weekly targets.
• Establish high productivity and quality standards by driving strategic focus areas and best practice.
• Monitor call metrics; call time, quality and customer experience.
• Monthly call and quote audits to supervise accuracy of work, quality of advice and adherence to MOS, underwriting mandate and processes.
• Provide daily, weekly and monthly reporting to consultants and National Sales Manager.
• Resolve client complaints (escalate where applicable).
• Resolve client queries raised by consultants (escalate where applicable).
• Handle underwriting and claims queries when necessary.
• Responsible for resource capacity planning – work times, training rosters, etc. to support achievement of monthly targets and service delivery goals.
• Ensure client service delivery within the team to maintain client satisfaction level.
• Collaborate with colleagues from other departments to improve efficiency and overall service delivery.
• Identify and recommend process, technology, measurement and reporting improvements.
• Provide prompt reports on crucial issues to direct senior officers and suggest solutions where necessary.
• Supervise crucial key account possibilities.
• Make propositions, provide suggestions and designate sales target and job obligations to each sales staff member.
• Ongoing coaching and mentoring of consultants including regular progress meetings.
• Appraise performance of staff; give suggestions, reward or award corrective action and offer proposals on dismissal of personnel where applicable.
• Generate action plans to enhance performance and productivity of underperforming personnel.
• Recommend hiring additional staff and make required resources available to accomplishing target objectives and goals.
• Take part in interview of candidates while supporting decision making to hire successful applicants.
• Successfully empower and manage the national sales center in achieving the new business target, including training on how to attain business sales objectives.
• Ensure that schemes run profitably by adhering strictly to the underwriting criteria.
• Leads team initiatives and any new divisional or branch strategies.
• Keeps up with market trends within the insurance industry and is aware of competitors’ products/ offerings.
• Works with employees to ensure high quality, efficient and compliant delivery of all clients servicing administrative/transactional activities.
• Has close working relationships with the client management and bid management teams and brings them into the relationship at the appropriate times.

How this opportunity is different

Skills and experience that will lead to success

• A minimum of Grade 12 or equivalent.
• A Bachelor’s degree is preferable.
• Must be registered as a representative with the FSB in terms of the FAIS Act.

Knowledge

• Individual with knowledge of the principles and practices within a technical/ professional discipline.
• Be computer literate with advanced experience in MS Word & Excel
• Very good knowledge of Policy wordings
• Has a broad knowledge of Aon generally and a deeper knowledge within the sector/territory.
• Quality Control/Assurance knowledge
• Has a good working knowledge of all the relevant product offerings.

Skills and Attributes

• Applies acquired skills with company policies and procedures to complete assigned tasks.
• Possesses sophisticated analytical, technical and problem-solving skills and abilities.
• Ability to communicate effectively.
• Good interpersonal and organizational skills
• Have the ability to conduct meetings and make presentations (both verbal and written).

Experience

• Have a minimum of 5 - 8 years’ experience within Commercial Lines Insurance
• Have at least 5 years within the Sales environment (Short Term Insurance)
• Previous management experience is a requirement.
• Have previous managerial experience with the Insurance Industry
• Sales Centre managerial experience would be an added advantage.

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