Job Title: Team Leader: Underwritten Life Products Servicing
Location: Johannesb
Job Type: Full-time
Closing Date: February 21, 2026
Introduction
Are you a seasoned life insurance professional with a passion for leading high-performing teams? Do you possess the technical acumen to navigate the complexities of underwritten products and the leadership skills to inspire excellence? At FNB, we are looking for a dynamic and experienced Team Leader to join our team and oversee the servicing of our Underwritten Life Products. This is more than just a management role; it’s an opportunity to shape the customer experience, mentor talent, and drive operational excellence within a forward-thinking and innovative organization.
About the Role
As the Team Leader for Underwritten Life Products Servicing, you will be at the heart of our customer and adviser engagement strategy. You will lead a specialist team dedicated to managing a portfolio of complex insurance products, including Underwritten Life, Business Life, and Gap Cover. Your primary mission will be to ensure that every interaction—whether with a customer, a financial adviser, or an internal partner—is handled with precision, empathy, and a commitment to exceptional service. You will be the technical expert, the coach, and the driver of quality, ensuring your team not only meets but exceeds performance standards in a regulated and fast-paced environment.
Key Responsibilities
1. Lead, Coach, and Inspire a Specialist Team
Your team of Servicing Consultants will look to you for guidance, support, and motivation. You will be responsible for:
· Performance Management: Setting clear performance standards, monitoring progress against service-level agreements (SLAs), and conducting regular feedback sessions to drive continuous improvement.
· Technical Development: Acting as a subject matter expert, you will provide ongoing training and upskilling on complex product benefits, underwriting principles, and system processes. You will empower your team to handle technical queries with confidence.
· Culture Building: Fostering a positive, high-performance culture rooted in accountability, customer centricity, and a passion for problem-solving. You will encourage collaboration and create an environment where continuous learning is celebrated.
2. Oversee Operational Excellence and Technical Accuracy
You will be the guardian of quality and compliance within your team’s daily operations. This involves:
· Managing Workflows: Overseeing the end-to-end servicing operations across multiple channels (inbound/outbound calls, emails, and written correspondence) for customers, advisers, and other stakeholders.
· First-Tier Underwriting Oversight: Ensuring that all policy alterations and technical requests are reviewed with a keen eye for detail. You will be responsible for the accuracy, turnaround time, and strict adherence to underwriting rules and governance frameworks.
· Risk and Compliance: Championing a culture of risk awareness. You will ensure all processes comply with internal policies, regulatory requirements, and industry standards, effectively mitigating operational risk.
3. Cultivate Strong Stakeholder Relationships
Success in this role requires the ability to influence and collaborate across the business. You will:
· Manage Expectations: Act as the primary point of escalation for complex issues, effectively navigating and resolving challenges with diverse groups, including Business Development Managers, Growth Managers, and both FNB and independent Financial Advisers.
· Provide Strategic Support: Partner with distribution and adviser networks by ensuring they receive high-quality, technically accurate servicing. Your ability to provide clarity and resolve problems efficiently will directly support business growth and strengthen relationships.
· Negotiate and Align: Use your influence and negotiation skills to align various stakeholders on customer and business outcomes, ensuring a seamless and positive experience for all parties involved.
4. Drive Continuous Improvement and Innovation
We are #changeables. We want you to constantly look for ways to do things better. You will:
· Analyse and Act: Review servicing trends, customer feedback, quality data, and risk incidents to identify areas for improvement.
· Optimise Processes: Proactively recommend and implement changes to streamline workflows, reduce operational risk, and enhance the overall customer journey.
· Innovate for Impact: Embrace new technologies and innovative approaches to problem-solving, helping to shape the future of our servicing model.
Who You Are
You are a natural leader with a strong technical background in life insurance. You thrive in a dynamic environment and are equally comfortable diving into complex policy details as you are coaching a team member. You possess a unique blend of analytical thinking, emotional intelligence, and a relentless drive for excellence.
Qualifications and Experience
· Education: Matric (Grade 12) is essential. A Diploma or Degree in Business, Insurance, Financial Services, or a related field is highly preferred.
· Experience:
· A minimum of 3-5 years of experience in life insurance servicing, with specific, demonstrable experience in handling complex, underwritten products and living benefits.
· At least 2-3 years of proven experience in a team leadership or supervisory role within a customer service or underwriting-linked environment.
· A strong track record of managing technical queries, building adviser relationships, and overseeing multi-channel servicing operations.
Skills and Competencies
· Technical: Deep knowledge of life insurance servicing, underwriting principles, and regulatory requirements. Proficiency in data analysis and insurance servicing systems.
· Leadership: Advanced people management skills, with a focus on coaching, performance management, and team development.
· Communication: Exceptional communication and relationship-management abilities, capable of navigating challenging conversations with professionalism.
· Core Competencies: Customer Service Orientation, Analytical Thinking, Risk & Compliance Discipline, Stakeholder Engagement, and a commitment to Continuous Improvement.
Why Join FNB?
At FNB, you are not just joining a bank; you are joining a community of innovators and change-makers. You will have access to unparalleled opportunities to network, collaborate, and make a real impact. We offer a challenging yet supportive environment where your ideas are valued, and your growth is a priority. We are committed to creating a diverse and inclusive workplace where every employee can thrive.
If you are ready to take the next step in your career and lead a team that truly makes a difference, we want to hear from you.
Apply today and help us shape the future of financial services.
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities.