Broker Support Team Leader

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho.

Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

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An opportunity is available in the Metropolitan Broker Support team reporting into the Distribution Operations function that supports all distribution channels in Metropolitan. This role focuses on enhancing broker services through efficient query handling, and compliance oversight. It plays a key part in driving operational excellence and client satisfaction within the broader distribution ecosystem.

• Matric / Grade 12 / National Senior Certificate
• Recognized Qualification as per the FSCA list or Wealth Management
• RE1 required
• RE5 preferrable
• Minimum 5 - 8 years long term insurance experience
• Business acumen
• Data analysis
• Governance, risk and controls
• Industry trends
• Relevant regulatory knowledge
• Decision making process

• As a Key Individual, lead the broker support team to ensure Metropolitan's full regulatory compliance
• Comply with risk standards, policies and procedures as required by Compliance
• Align team activities with Metropolitan's overarching goals, such as delivering exceptional broker services while upholding integrity and client-centric principles
• Build and maintain strong ties with brokers, and internal teams through regular communication and transparent updates
• Responsibilities include assigning, monitoring, and tracking team tasks to ensure timely completion and accountability. Generate regular reports on key metrics e.g. workload distribution, performance against targets, issue resolution rates, and compliance status for leadership review and continuous improvement.
• Manage the performance of staff and track team performance against established goals
• Manage quality of work by performing quality reviews. Provide targeted coaching sessions based on review findings, offering constructive feedback, skill-building training, and performance improvement plans to elevate overall team standards and service delivery.
• Encourage the team to identify and recommend ways to improve business processes and systems to operate more effectively and add value to clients and business
• Share knowledge and industry trends with the team and stakeholders during formal and informal interactions
• Issue tracking with the development and implementation of action plans

• Building partnerships
• Earning trust
• Coaching
• Collaboration
• Decision making
• Working standards
• Leadership disposition
• Planning and organising