What you’ll be doing if you get the job:As a member of our team, the purpose of this role is to manage new business team and take responsibility to execute instructions received via processes within the framework of the team. You’ll also be responsible to ensure that day to day tasks and outputs and adhoc initiatives are actioned and SLA's adhered to. This includes ensuring that the service provided to internal stakeholders and external clients is available as per SLA agreed, sufficient planning is performed to ensure capacity for continued task execution and service delivery and being accountable for all activities within the team.Who’ll you report to:• You’ll be based within our Client Operations division at our head office in Sandton, Johannesburg, and you’ll report to our Head of New Business and Policy Administration, who is accountable for our New Business and Policy Administration functions.Your qualifications:• Grade 12 (Essential)• Relevant tertiary qualification; Business Administration diploma/degree beneficialYour Outputs (include but is not limited to):• Oversee a team of 15 Consultants• Monitoring workflow and service levels• Manage escalated queries process and ensure the efficient resolution of these queries with reference to establishing the root cause for the error as well as establishing procedures and processes to avoid re occurrence.• Ensure escalation rate reduction• Implement resource and capacity planning methodology• Identify training requirements• Manage and improve the overall customer experience• Provide optimal staff capacity with correct skills. Contain and improve cost effectiveness of functions provided• Implementation of agreed initiatives to improve operational efficiency and customer experience• Insure that the various SLAs are adhered to and delivered at agreed quality standards, set targets to facilitate continuous improvement of both SLA and quality standards• Monitor external perception rating and ensure that the scores are within the agreed targets• Identifying and reporting on service failures and errors• Ensure training and development of staff• Contribute to the various cross functional forums to help improve efficiencies in other areas• Ensuring that all correspondence is professional and in line with standards and protocols of the organisation• Help manage and determine the budget of the business area• Interact with executive management in other business areas to ensure clear communication and service delivery to other business functions• Assist with the development of junior and middle management Help formulate strategy of business areaYour experience:• Minimum 3 - 5 years experience in New Business environment• Sound Business and Operational knowledge of Insurance Industry administrative processes• Good knowledge of the business administration platforms• Familiar with Compliance Processes and Procedures in the Insurance IndustryYour skills and character traits:• MS Office and PC literate• Motivating• Excellent verbal and written communication skills• Quality driven• Ability to pay attention to detail as accuracy is important• Using effective interpersonal skills to resolve conflict situations• Ability to work effectively with others and contribute to team task accomplishment• Ability to multi-task and manage multiple priorities• Have the ability to operate effectively under pressure• Task and deadline orientated• Analytical mind and above average problem-solving techniques• Strong sense of ownership• Pro-active and innovative• Relationship Management