Team Leader – New Business Capture

Main Responsibilities

• Oversee, guide and motivate the processing team to ensure efficient intake and setup of new client portfolios.
• Ensure all individual new business proposals are captured within set KPIs and all group business is uploaded within the required timelines.
• Monitor daily productivity, Turn Around Time (TAT), pendency and quality, allocate work, remove blockers and ensure agreed SLAs with Sales and bank partners are met.
• Ensure 100% of retail proposals are captured within 24 hours of receipt and 100% of bancassurance cases are processed within the applicable bank TAT.
• Maintain a data error rate below 0.5%, ensure pendency above three days is zero, and achieve issuance TAT targets 95% of the time.
• Maintain synergy with MUA Pension by monitoring Transfer Value cases, ensuring payment is received for conversions, and following up on Transfer Values from external sources.
• Prepare and submit reports to Business Development Unit Management on New Business Capture status, with breakdowns by channels and products.
• Ensure the Partner Portal is fully utilised and understood by the team.
• Identify bottlenecks and opportunities for improvement, standardise processes and work with IT to automate processes and jobs through RPA, bots and AI.
• Reduce manual touchpoints and rework, improve turnaround times and ensure full utilisation of the Partner Portal and core systems.
• Act as a liaison between bancassurance teams at partner banks, including SBM, MCB, DBM and ABSA, and MUA Life.
• Follow up with agents and agencies on new business cases and pending matters.
• Ensure team members have a suitable working environment and coordinate staff leave planning.
• Provide coaching, mentoring, regular feedback and guidance to build capability in systems, products, compliance and accuracy.
• Support onboarding and ensure new joiners are trained and productive within two months.
• Conduct quality checks and ensure processing complies with underwriting, AML and regulatory requirements.
• Drive accountability and maintain a high-performance, quality-focused and compliant team.

Job Requirements

• Minimum educational level: Higher School Certificate / Baccalaureate.
• Minimum of 2 years of relevant experience in new business processing, life insurance, bancassurance, operations or a related environment would be an advantage.
• Strong people management, coaching and mentoring skills.
• Strong planning, organisation and follow-up skills, with the ability to manage priorities and strict turnaround times.
• Strong attention to detail and commitment to accuracy, quality and compliance.
• Ability to monitor performance, identify issues and take appropriate action to achieve targets.
• Strong communication and stakeholder management skills, with the ability to liaise effectively with banks, agents, agencies and internal teams.
• Ability to work collaboratively with IT and other stakeholders on digitalisation, automation and process optimisation initiatives.
• Proactive, accountable and results-oriented approach.
• Strong commitment and interpersonal skills.