Responsible for ensuring delivery of quality documents to brokers and clients, as well as assessing potential risks and non-compliance with prescribed rules, procedures and standards of quality. Mainly responsible for carrying out quality assurance audits as per business unit standard operating procedures, ensuring that proper methodologies and processes are being followed. Also liaise with Compliance and Audit functions to ensure all required audit preparations are concluded as required.

Exhibit a deep understanding of the market Elite operates in whilst finding solutions to unique risk challenges associated with the high net-worth market.

Execute excellent verbal and written communication skills to ensure continuous relationships with intermediaries.

Ensure internal compliance to standard operating procedures with a focus on service excellence, accuracy, and customer service.

Regularly review and update standard operating procedures to ensure adherence to Best Practice and broker expectations.

Identify and document any risks associated with the various areas of operation.

Consider controls currently in place to mitigate the identified risks and determine their effectiveness in mitigating risks and threats, making recommendations for improvement where required.

Continuously analyse business operations to determine compliance and identify improvements.

Assist management in the identification of potential process inefficiencies.

Provide assurance of compliance to statutory requirements, policies, and procedures.

Prepare and present audit findings and recommendations for improvement.Assist with the review of the outcome of the audit process in terms of its objectives.

Contribute positively to the continuous review and improvement of existing auditing methodologies, audit scope, and report writing styles, to ensure continuous value add as the business develops.

Continuous self-development to ensure personal skills and abilities remain relevant.Show tolerance and patience in understanding customer’s emotional state and turning any negative situation into positive.

Ability to closely collaborate with Elite senior management, subordinates and the wider Old Mutual environment to support Elite’s strategic objectives.

Show strong ability to consult with internal and external stakeholders in order to find solutions to a wide range of underwriting- and claims-related challenges.

Exhibit the ability to maintain service levels to business partners and ensuring client satisfaction through innovative solutions to complex challenges.

Showing a strong ability to maintain excellent stakeholder relationships.

Showing a can-do attitude.

Risk management

• Research all problems and risk related issues by using initiative in problem solving that involves Elite management in decision making as necessary.
• Responsible for monitoring service delivery in collaboration with team leaders.
• Accountable for the accuracy and completeness of policy data.
• Accountable for quality assurance of policy data and information.
• Promote the organization’s product through customer networks and stay abreast of changes within the industry and at competitors.

Effective Communication skills (verbal and written)

• Effective Report writing skills.
• Display good analytical reasoning skills.

Continuous improvement to ensure effective service

• Actively participate in continuous improvement by fully engaging in team meetings, generating suggestions, following appropriate procedures and continuous process improvement work principles, participating in problem solving activities, and utilizing continuous improvement tools to support the work of the teams.
• Ensure statutory and legislative knowledge is always current in order to resolve issues, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• High levels customer service orientation.
• Ensure maintenance of service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key internal and external stakeholders.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
• Actively promote a culture of learning and high-performance amongst team members.

Personal Mastery

• Solution-based thinking.
• Display good attention to detail.
• Ability to perform without or with limited supervision.
• Ability to use own initiative when dealing with out of the ordinary scenarios.
• Ability to be flexible and adaptable to change.
• High levels of self-perception (confidence, self-empowerment, optimism, self-respect).
• Effective Time management skills.
• Demonstrate high levels of accountability.

Experience, knowledge & skills required:

• At least 3 years relevant work experience doing internal quality assurance audits.
• Matric.
• Further Education and Training Certificate (FETC) in Short-Term Insurance.
• Previous work experience in Short-Term Insurance Sales and Service.
• Sound knowledge and understanding of short-term insurance sales and service and underwriting operations – essential. Must have sufficient understanding of the life cycle of a short-term insurance policy, and related risk management.
• Computer literate – Microsoft Word, Excel, and Outlook.