Preveshen Naidoo

• Lead Product and Broker support across Car & Home and HOC portfolios, ensuring operational and customer alignment. Travel Insurance( 01 February 2024 to 1 June 2025) HLPP (01 February 2025 to 01 May 2026)
• Drive stakeholder engagement across Insurers, Compliance, Legal, internal teams and various Bank wide stakeholders to manage product performance and risk.
• Oversee product governance, ensuring compliance with risk frameworks, audit standards, and regulatory requirements.
• Analysing Product risks and devised mitigation strategies for remediation.
• Support and improve operational processes to enhance customer outcomes and efficiency.
• Manage and mentor junior product managers, fostering skill development and career growth within the team.
• Lead communication standardisation and escalation processes to reduce inefficiencies and improve service delivery.
• Provide guidance and decisions on complex queries, escalations, complaints, and claims across operations and sales teams.

• Oversaw new business channel for designated accounts, ensuring alignment with strategic goals
• Drive and attain monthly, quarterly and annual targets
• Managed product inventory and distribution
• Streamlined operational processes for efficiency
• Market and competitor analysis – assess trends and develop strategies to increase new business flow
• Resolved technical system queries from clients
• Escalate any trends in the business that may impact sales to the Head of Intermediary Services and other relevant business heads
• Discuss loss ratios, lapse ratios, claims, service and administration and product matters in regular meetings with Franchise Directors, Business Executives and other related parties
• Facilitated discussions on loss ratios, lapse ratios, claims, service and administration in regular meetings with Franchise Directors and Business Executives to drive informed decision-making
• Provide full technical and training support on:

- Product
- Processes
- Insure Operating Platforms

• Technical system queries
• Report on independent call centre activity on a monthly basis – trends on new business and lapses
• Provided direction and leadership to inland team during manager's absence, maintaining operational continuity
• Largest broker portfolio and production target in South Africa with R100+ million API target

• Maintenance, Investigating and preparing
  responses for the Discovery Insurer Social Media
  Pages ( Facebook & Twitter and Hello Peter )
• Liaise and report to the CEO, COO and Executive
  Director on various matters( Executive complaints)
• Reporting on Social Media trends
• Drafting of high level responses to the
  Ombudsman for Short Term Insurance as well as
  media houses.
• Engaging with Discovery Insure partners
  (procurement panel) ensuring that SLA's are
  met and key deliverables are adhered to.
• Monitor and resolve all Discovery Decree queries

• Investigate and resolve all Discovery Life related
  complaints (Via email, Exec Offices and all Social
  media platforms
• Monitoring of all Call Center complaints daily
• Sending out of EMBR surveys
• Monitoring and resolution of HelloPeter reviews
• Compiling the monthly Complaints and EMBR reports
• Quarterly Trend analysis and root cause reports
• Train all new and existing staff on complaints handling
• Monitor and resolve all Discovery Decree queries
  (Ambassador)
• Logging of SETs for area responsible
• Assisting Legal and compliance with information for
  certain complaints (Ombudsman, Advice)
• Resolution of all complaints review committee cases

• Delivered product information to Discovery Life clients, adhering to established standards and protocols
• Managed telephonic and written queries of all telephonic and written queries
• Processing service quotes
• Processing service changes/admin online and over billing periods
• Achieved resolution for first-time queries, enhancing client satisfaction

• Developing and maintaining broker relationships with up to 25 Brokers
• Rebuilt trust and strengthened relationships with previously non-supporting brokers, enhancing collaboration.
• Regaining trust/relationship building with non supporting brokers
• Ongoing visits to brokers to discuss quotes, consolidations, industry relevant information, marketing opportunities and address various issues
• Proactive marketing and crossing selling ideas on brokers existing book (client list)
• Assisting brokers with Sales Calls to clients by doing presentations on factual information on the various Discovery Products
• Full product consolidations(astute) and drafting of quotations
• Review New business pipeline, follow-up and tracking
• Ongoing feedback to brokers and assistances from upload to acceptance
• Conducted ongoing visits to brokers to discuss quotes, consolidations, and industry insights, addressing issues and identifying marketing opportunities.
• Arranging of medicals for clients
• Dealing with queries and escalations and providing information on a range of sales and service issues with possible solutions
• Building relationships with internal departments to ensure superior service is offered to clients
• Cultivated relationships with internal departments to enhance service delivery and client satisfaction.
• Keeping up to date with competitor product and service offering and industry developments
• Participating in proactive sales and marketing initiatives
• Commission tracking
• Tracked commissions for brokers to ensure accurate compensation
• Generated quotes for clients based on their specific needs system and processes training
• Invest projection tools
• Quoting
• Astute downloads through Discovery Smart Advice
• Application uploads
• Business development
• Linking brokers to other brokers to work under supervision for not approved license
• Developed new business opportunities to expand broker network
• Increasing brokers income by going servicing quotes on upgradable policies
• Setting up and ongoing support to two Short Term Call Centers
• Contracting and compliance
• Sales and product training
• Managed broker contracting processes to ensure regulatory compliance
• Assisting with call evaluations
• Setting up of systems
• Up selling opportunities
• Monthly commission and sales reports
• Identified opportunities for upselling additional products to clients
• Monthly commission and sales reports

• Managed 8 broker franchises across South Africa, enhancing relationships with new and existing brokers to drive business development.
• Annual winners of the Discovery Distribution Support Award
• Compiled detailed monthly statistics and perception reports for all franchises, including root cause analysis to identify improvement areas.
• Visit franchises and present the DiscoveryCard and possible solutions to service failure
• Deal with and resolve any DiscoveryCard escalation (Fraud, missing payment, incorrect cash backs, miles, limit and product increases, secondary cards etc)
• Providing written(e-mail) and telephonic feedback to brokers
• Logging new card requests and proving feedback to brokers within the SLA
• Increased overall portfolio score to 9.46 (max 10) from 8.9, exceeding business requirement of 9.10 and recently adjusting to 9.16.
• Achieved first place in team rankings in the Team for 12 consecutive months

• Provided written (email) and telephonic feedback to brokers, facilitating effective communication and addressing inquiries promptly.
• Assessing credit card application requirements
• Ensuring resolution on all escalations within the SLA time
• Oversaw workflow pool operations
• Identifying fraudulent and incorrect Proof of income
• Providing accurate feedback within the SLA time
• Build and establish relationships at all levels with external partners and internal departments so as to ensure that timely resolutions are found
• Maintained accurate and comprehensive statistics daily, weekly, and monthly to analyze service failure trends and recurring issues.
• Identified and proposed solutions for process and service-related failures, enhancing overall service delivery.
• Assisting Broker Relation Managers with queries and new credit card requests from brokers:
• Logging new card requests and providing feedback to brokers with SLA
• Assisting with escalations on new and existing credit cards
• Monitoring card delivery and activation
• Recorded details of card deliveries and tracking inquiries on undelivered cards
• Updating the training register

• Outbound credit card sales and customer services
• Provide service & support to clients on any operational aspects related to the sales process
• Executed outbound credit card sales and delivered customer service support
• Handling of Queries and escalations (main job function)
• Supported manager with administrative tasks
• Assigned tasks to sales team members
• Tracked daily performance statistics
• Helped team address questions and resolve issues
• Analyzed and summarized sales reports, providing actionable insights to management

• Verified sales transactions for accuracy
• Addressed customer inquiries promptly
• Facilitated sales of additional product offerings
• Assisted manager with daily operations
• Recorded data entries for analysis
• Achieved growth in customer base

• Sold new and existing products to meet customer needs
• Monitored and reported on target progress to ensure alignment with sales goals
• Assisted customers with product queries to enhance satisfaction and support sales
• Administer daily register of sales
• Assisted manager in daily operations

• Processed sales transactions efficiently at the point of sale.
• Promoted within the organization to the sales department.
• Captured and entered data accurately into company databases to ensure information integrity.
• Reviewed and validated data entries to maintain consistency across multiple platforms.
• Collaborated with team members to streamline data capture processes for improved efficiency.

• Manage the performance and quality of installation teams
• Truck Cellphone Installations and Programming
• Facilitated communication between customers and service teams to address inquiries.
• Customer Liaison
• Identified and pursued new business opportunities, expanding client base and revenue potential
• Conducted regular inventory counts to ensure accurate stock levels.
• Communication of objectives based on customer requirements
• Managed performance and quality of installation teams, ensuring adherence to standards and customer expectations
• Reconciliation of Job Cards
• Stock Counts