Are you someone who can:

• Lead a specialist servicing team that manages complex, semi‑ and fully‑underwritten insurance products across Underwritten Life, Business Life, and Gap Cover and the different benefits associated whit such products.
• The role ensures exceptional customer experience, operational accuracy, compliance with regulatory standards, and high‑quality engagement across multiple internal and external stakeholder groups.
• This position plays a critical role in safeguarding servicing quality, managing operational risk, and supporting business growth through effective relationship management and skilled handling of escalations and technical queries.

You will be an ideal candidate if you have:

• Minimum: Matric (Grade 12).
• Preferred: Diploma/Degree in Business, Insurance, Financial Services, or related field.

Experience:

• 3–5 years in life insurance servicing, including experience with complex, underwritten products and associated benefits including living benefits.
• At least 2–3 years in a team leadership or supervisory role within a similar customer servicing or underwriting‑linked environment.
• Proven experience managing technical queries, adviser relationships, and multi‑channel servicing operations.

You will have access to: 

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and develop a team of Servicing Consultants to achieve performance standards, service-level agreements, and quality outcomes.
• Provide ongoing technical support, product training, and performance feedback.
• Build a high‑performance culture that promotes accountability, customer centricity, and continuous learning.

Operational & Technical Oversight

• Oversee daily servicing operations for inbound and outbound customer, adviser, and stakeholder interactions across multiple channels.
• Manage first‑tier underwriting for policy alterations and technical requests, ensuring accuracy, turnaround time, and adherence to underwriting rules.
• Ensure all servicing processes comply with internal governance, regulatory frameworks, and risk policies.

Stakeholder & Relationship Management

• Effectively manage expectations, communication, and escalations across diverse stakeholder groups, including Business Development Managers, Growth Managers, FNB and FNB Life internal partners, and both FNB and independent Financial Advisers.
• Influence and negotiate at various levels to resolve challenges and align on customer and business outcomes.
• Support distribution and adviser networks with high‑quality servicing, technical clarity, and problem resolution.

Continuous Improvement & Risk Management

• Analyse servicing trends, customer behaviour, quality outcomes, and risk‑related incidents to recommend improvements.
• Drive efficiency, reduce operational risk, and enhance customer experience through innovation and process optimisation.
• Manage high‑risk cases with sound judgement, empathy, and adherence to compliance requirements.

Skills & Competencies

Technical & Functional Skills

• Strong knowledge of life insurance servicing, underwriting principles, and regulatory requirements.
• Ability to analyse data, identify trends, and formulate improvement actions.
• Proficiency in insurance servicing systems, workflow tools, and reporting platforms.

Leadership & Interpersonal Skills

• Strong people‑leadership capability with a focus on coaching, performance management, and development.
• Advanced communication and relationship‑management skills across all levels.
• Ability to manage challenging conversations, navigate conflicting interests, and maintain professionalism under pressure.
• High attention to detail, sound decision‑making, and strong risk awareness.
• Customer‑centric mindset with a solutions‑driven approach.

Core Competencies

• Customer Service Orientation
• Leadership & People Development
• Stakeholder Engagement
• Analytical Thinking
• Risk & Compliance Discipline
• Adaptability and Continuous Improvement