Team Leader: Underwriters (Digital Distribution)

Job Advert Summary

Hello… An exciting new opportunity has become available within iTOO.

We are looking to recruit a Team Leader – Relationship Suite.

The Underwriting Concierge is a focused, broker-facing underwriting capability, created to change the way iTOO services selected multiline and SME specialist risks.

It brings together underwriting acumen, smart workflows, Digi-Ease product journeys, clear service standards and disciplined follow-through to deliver a faster, more consistent and market-leading broker experience. This is not traditional SME underwriting as we know it. It is a future-fit operating model where people, process and technology work together to make it easier for brokers to do business with iTOO, while still protecting underwriting quality, governance and portfolio profitability.

Role Objectives:

To provide operational and technical leadership to a team of underwriters by ensuring effective underwriting practices, profitable portfolio management, exceptional broker service, and the achievement of departmental objectives.

The Team Leader will be responsible for driving underwriting excellence, people development, operational efficiency and broker satisfaction while ensuring compliance with underwriting mandates, governance requirements and service level standards.

Key Responsibilities:

• Ensure that the Performance Management process is followed.
• Ensure that all credit control matters are handled within agreed SLA’s.
• Ensure reconciliation and allocation of all premiums received from intermediaries/brokers within the prescribed period.
• Conduct one on one portfolio feedback meeting with each staff member.
• Conduct daily/weekly huddles and providing information or feedback to the team regarding any possible changes, requirements, etc.
• Conduct career discussion with all staff to ensure that career pathing and development actions are followed through on. Ensure EDP’s are in place and reviewed yearly.
• Initiating performance improvement programmes or addressing non-compliance with staff members who are not performing at satisfactory levels.
• Mentor all staff members on the technical and operational aspects of their roles through monthly one-on-ones and when needed.
• Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
• Implementing constant process improvements to exceed client expectations and services rendered by doing things better, faster while costing less.
• Managing of the business system by ensuring that all staff members are productive daily.
• Provide relevant reports as and when required.
• Completing the daily tracker and managing outputs accordingly- which ensures the daily effective management of the team.
• Complete all relevant compliance training where needed and comply with relevant regulation that governs payments to vendors, client, and companies.
• When required perform any other duties necessary for the operational effectiveness of the company that is within your ability and scope.

Team Leadership & People Management

• Lead, motivate and develop a team of underwriters.
• Conduct regular one-on-one coaching sessions with team members.
• Manage performance against agreed KPIs and service standards.
• Conduct performance reviews, development discussions and career pathing sessions.
• Ensure individual development plans are maintained and reviewed annually.
• Underwriting Governance & Technical Excellence.
• Ensure adherence to underwriting mandates, authority levels and company guidelines.
• Review and approve risks within delegated authority.
• Monitor underwriting quality, profitability and compliance standards.
• Support product development and underwriting innovation initiatives.
• Ensure consistency in underwriting decisions and broker interactions.

Customer & Broker Experience

• Deliver exceptional service experiences to brokers and intermediaries.
• Drive broker satisfaction through proactive engagement and responsive service.
• Act as the primary escalation point for complex underwriting and service-related matters.
• Collaborate with Distribution and Business Development teams to strengthen broker partnerships.

Portfolio Management

• Drive portfolio growth, through Broker Partnerships while maintaining underwriting profitability.
• Monitor retention, conversion and renewal performance.
• Review portfolio trends and implement corrective actions where required.
• Analyse underwriting results and identify opportunities for growth and improvement.
• Work closely with Reinsurance, Claims, Sales and Product teams to optimise portfolio performance.
• Conduct broker visits and engagement meetings where required.
• Drive service excellence across all broker touchpoints.
• Work closely with the Relationship Suite and Business Development teams to achieve growth objectives.

Operational Management

• Ensure SLA adherence across all underwriting activities.
• Monitor productivity, workload distribution and service delivery.
• Ensure compliance with FAIS, TCF and all regulatory requirements.
• Maintain audit readiness within the underwriting department.
• Ensure all underwriting documentation and records are maintained appropriately.
• Complete and monitor compliance training requirements.
• Implement and maintain underwriting controls and governance processes.

Stakeholder Engagement

• Collaborate with Product Heads, Claims, Credit Control, Operations and Distribution teams.
• Participate in strategic initiatives and underwriting projects.
• Contribute to business planning, budgeting and resource planning activities.
• Support implementation of new products, systems and underwriting frameworks.

Digital Enablement

• Promote the adoption and effective utilisation of digital underwriting platforms and tools.
• Drive data quality, workflow discipline, and system utilisation within the team.
• Identify opportunities for automation and process optimisation to improve turnaround times and service delivery.
• Champion continuous improvement through innovative digital solutions.

Required Knowledge and Experience

• Minimum 5 years specialist underwriting experience.
• Minimum 2 years leadership, supervisory or mentoring experience.
• Strong understanding of underwriting principles across multiple specialist product lines.
• Good understanding of reinsurance structures and underwriting governance.
• Strong portfolio management and profitability focus.
• Proven broker relationship management skills.
• Strong analytical and decision-making ability.
• Excellent communication and presentation skills.
• Strong coaching and people development capabilities.
• Advanced problem-solving and negotiation skills.
• Good understanding of Salesforce and underwriting systems.
• Advanced Microsoft Office proficiency and digital fluency
• Strong business acumen and commercial awareness

Educational Requirements

• Matric
• NQF Level 5 Insurance Qualification or equivalent.
• RE5 essential.
• Relevant Insurance, Risk Management or Business qualification advantageous.
• Leadership or Management qualification advantageous.
• CPD compliance.