Administration Team Leader

Administration Team Leader page is loaded Administration Team Leaderlocations: Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: April 14, 2026 (5 days left to apply)job requisition id: R48551# Job Description The Team Leader - Underwritten Life Products is responsible for leading 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 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. Qualifications & Experience 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. 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 Important Closing Date Note # Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 14/04/26All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.Should you have any queries, please log it via .