Commercial Team Manager – Operations Department

CAREER OPPORTUNITY

An exciting opportunity exists for a Commercial Team Manager to join the Operations Department. This position is based in Centurion.

JOB DESCRIPTION
Duties and Responsibilities:
•Deliver exceptional client service that exceeds customers’ expectations through proactive and innovative appropriate to underwriting queries.
•Capacity to handle own underwriting portfolio and renewals.
•Handling of performance related issues and disciplinary matters.
•Manage, support and develop a team of people to ensure service delivery and performance management applied consistently.
•Manage people-related matters, i.e. attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.
•Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
•Weekly team meetings, participation on one-on-one discussions and other meetings required from time to time.
•Demonstrates an effective communication style that motivates internal and external teams and individuals that may become involved with underwriting tasks.
•Identify, investigate, and resolve any challenges relating to underwriting being handled in line with policies and procedures such as SLAs.
•Meeting of set deadlines.
•Managing team’s task adherence (diary, message, and email management).
•Monitoring immediate first call resolution within the Operations department.
•Management of outstanding lists.
•Authorise and validate refunds to set mandate.
•Ensure compliance in terms of “Under Supervision” and record keeping.
•Liaising, building excellent relationships and ensure accurate and timeous response to brokers and clients on queries.
•Auditing of underwriting within your team monthly.
•Monitor the equal distribution of underwriting endorsements.
•Analyse training needs: identify possible problem areas and change weakness into strength.
•Provide supporting reports and information to Operations Manager to compile feedback to Executive Head.
•Ensuring client satisfaction improvement: QA processes.
•Provide policy wording interpretation.
•Courteous and professional attendance to telephonic queries.
•Deliver strategic results in term of the Brolink Vision and Mission.
•Align own behaviour with the organisation culture and values.
•Demonstrate commitment toward the team and participate in building team culture.
•Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation.
•Identify and recommend enhancements to processes.
•Monitoring call procedures and availability within the department together with managing the contact centre.

•Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and procedures.
•Comply with corporate governance policies, procedures, and standards.
•Manage own development to increase own competencies.
•Must fully understand the Complaints Process and Procedures.
• Be able to translate product requirements into system functionality – e.g. What information is required to be captured and how should it be validated. Minimums, Maximums, Accumulations, Computations (for when item Sums Insured must be computed from another item within a risk/section), etc.
•Not afraid to investigate and learn new skills.

QUALIFICATIONS AND EXPERIENCE
Qualifications
Minimum Requirements:
•Matric is an essential requirement
•FAIS Credits (as per FAIS requirement)
•Must be Fit & Proper in terms of the FAIS Act
•Regulatory Exam: Representatives
•Must not be debarred with FSCA
Work Experience
Minimum Requirements:
•Minimum of 5 -10 years’ experience in the short-term insurance industry.
•Experience in Commercial, Engineering, Travel, Agri, Commercial Crime, Cyber Insurance will be an advantage.

TECHNICAL COMPETENCIES
Minimum Requirements:
•Minimum 5 years’ experience on Websure.
•Advanced proficiency in MS Office – Excel, Word, PowerPoint.
•Internet savvy.
•Tech understanding.
•Sound knowledge of Insurance principles.
•Ability to summarise, analyse and evaluate data.
•Ability to implement new processes.
•Comfortable working in a fast paced, constant changing environment, with new technology and tools.

ATTRIBUTES
Attributes required for the position include and are not limited to:
•Leadership and management
•Self-Disciplined
•Planning, organising, follow-up (time management)
•Stress tolerance, resilience
•Client service orientation
•Attention to detail
•Sound interpersonal and communication skills with the ability to relate at all levels
•Telephone etiquette
•Decision-making skills (with regards to claims)
•Excellent communication skills (verbal, listening skills and written)

ABOUT THE COMPANY
Brolink is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa’s top insurers. Our portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.
As a short-term insurance administrator, Brolink provides a dedicated service to professional brokers in delivering on their clients’ business or professional insurance needs.
Applicants must have the following:
•Clear ITC
•Clear criminal record
•Excellent previous employment references.
Our values are Excellence, Integrity, Fairness & Innovation
Our Vision is to be the leading administrator and digital technology and integration platform for short-term insurance.
Qualified applicants are invited to apply by sending a CV to: careers@brolink.co.za before 14 November 2025.
Please note that this appointment will be made according to the company’s Employment Equity targets and strategy. Provided you are not contacted within 2 weeks of job application deadline, please consider your application unsuccessful.