Manager, Intermediary Management

PURPOSE:

We are seeking a highly motivated and detail-oriented individual to join our team as a Manager, Intermediary Management. The successful candidate will be responsible for supervision and coordination of all aspects of the Retail Life intermediary management activities, ensuring accuracy and compliance with all applicable laws and regulations countrywide.

KEY PRIMARY RESPONSIBILITIES:
Technical Responsibilities

•  Overseeing the day-to-day operations of intermediaries and ensuring they are receiving efficient and effective services.
•  Building and maintain strong relationships with intermediaries and other stakeholders.
•  Providing support and guidance to intermediaries on operational and regulatory matters.
•  Developing and implementing policies and procedures to ensure the effective and efficient operation of intermediaries.
•  Continuously identify and implement process improvements to enhance operational efficiencies and to reduce cost.
•  Monitoring and analyzing performance data to identify areas for improvement and implementing changes as necessary.
•  Ensuring compliance with regulatory requirements and industry standards.
•  Collaborating with other departments to resolve operational issues and improve processes.
•  Working with the training person to develop training programs for intermediaries on new products, processes, and procedures.
•  Participating in the development of new products and services and the implementations of changes to existing ones.
•  Identify, assess, and manage operational risks ensuring that appropriate controls are in place to mitigate those risks.
•  Build and maintain relationships with key stakeholders to ensure smooth and effective operations.
•  Providing regular reports and updates to management on the performance of intermediaries.
•  Lead and oversee timely end-to-end processing of commissions, retainers and careerpath benefits/awards due to the sales channels and take custody of accurate records
•  Keeping track of sales force account debits and credits, processing advances and recovering advances granted within company policies and ensuring clearance during exits.
•  Implementing career path, Sales forces Support Benefits, and any ad hoc incentives within set company policies and timelines
•  Ensure full coordination with finance and operations departments to reconcile payroll and benefits data and resolve any discrepancies.
•  Create and manage a continuous communication strategy with sales agents in-line with performance, benefits and any other related inquiries and issues.
•  Maintain accurate and up-to-date sales force records in the payroll and benefits systems; including enrolling sales force in benefit programs, coordinating open enrolment, and managing claims at exits.
•  Co-ordinating sales management meetings for the individual life sales managers;
•  Providing monthly reports to the Individual life management team on benefits utilization
•  Facilitating, coordinating, tracking and reporting the business acquisition activities of the sales force and keeping proper records for each sales representative, employer markets and partners
•  Take custody of coding of all individual life sales teams in line with the company coding guidelines
•  Take custody of on-boarding and off-boarding of sales teams and equipping them with the necessary tools of trade
•  Facilitating and organizing national and regional awards forum for the sales team
•  Championing the L&D strategy of the sales force through the APA Life Sales Force Academy

Process Efficiencies

•  Auditing, reviewing and improving, Recruitment and Compliance guidelines, payroll and benefits, L&D administration processes through data analytics
•  Conduct continuous sales operational reviews and gap analysis to identify improvement opportunities on TATs and adherence to service charter on all agency administration levels.
•  Seek and implement innovative and cost efficient initiatives to improve processes in the department
•  Champion digital transformation of the agency administration processes and training delivery
•  Automate all manual process and create reports on BI
•  System optimization, testing and implementation

Regulation and Compliance

•  Ensure compliance with all applicable laws and regulations related to agency administration
•  Vetting and processing contracts for all intermediaries who qualify for contracting and updating existing agents’ records: Including organizing and chairing interviews within the sales channels
•  Preparing IRA & AKI reports/returns relating to agency sales force, fully documenting in compliance with AKI and IRA requirements for licencing and registration for the sales team;
•  Champion overall compliance of Agency administration standard operating procedures and applicable laws within the sales channels
•  Champion correctional measures to resolve the audit findings within the department in respect to agency services unit

CUSTOMER EXPERIENCE

•  Liaise with client services and new business processing teams on feedback from intermediaries within the timelines stipulated in the service charter and/or SLAs signed with respective intermediaries
•  Provide a seamless, proactive and interactive personalized service experience to the sales force teams
•  Build relationships with distribution channel colleagues and key stakeholders in the business, whilst ensuring that your agency services decisions are optimal.

Leadership and Management

•  Directly manage the agency services/intermediary management staff;
•  Train, coach and mentor staff in order to improve performance and increase cohesion
•  Plan, assign and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems in accordance with company policies, goals and applicable laws
•  Provide leadership, direction and management in the agency and training administration process
•  Represents the department, as requested by management, in meetings or events
•  Plan regular agency contact and visits to agencies to drive increased career path knowledge

ACADEMIC QUALIFICATIONS

• Bachelor's degree in a business-related field, HR or an equivalent.

PROFESSIONAL QUALIFICATIONS

• Progress in Relevant professional qualification ACII/IIK/LOMA/LIMRA or an equivalent

KNOWLEDGE AND EXPERIENCE

•  At least 8 years’ relevant experience with 3 years in supervisory level
•  Prior experience in Intermediary Management is a MUST

SKILLS AND ATTRIBUTES

• Presentation and interpersonal skills
• Strong organizational, Leadership and time management skills
• Strong analytical and problem-solving skills.
• Strong communication skills, both written and verbal.
•  Ability to work independently and manage multiple priorities.