Sharlene Palad - Kana

• Enhanced metrics and analytics for effective business management,
• Consistently drove achievement of set regional targets,
• Disseminated agreed-upon targets among OUTsurance Brokers in various areas,
• Ensured transparent communication of adjustments in structures within the region,
• Took responsibility for achieving business area performance objectives, focusing on employee satisfaction, customer experience, cost performance, and ROI,
• Communicate strategic plans and key focus areas to team members effectively,
• Ensured high sales by managing regional turnaround times effectively,
• Delivered deviance reports to OUTsurance Broker General Manager monthly and upon request,
• Identified and discussed gaps in performance metrics with key stakeholders,
• Interacted with clients to facilitate sales and address client concerns,
• Guided regional brokers to achieve sales goals through effective coaching,
• Conducted regular one-on-one coaching sessions with OUTsurance Brokers in regional team,
• Established support network for alignment and guidance,
• Enhanced sales skills through structured coaching,
• Support regional brokers in achieving sales targets through comprehensive training on fresh initiatives,
• Educated brokers on proper compliance protocol and ensured their implementation,
• Manage workforce efficiently,
• Participated in selection process, ensuring alignment with remuneration model,
• Ensured continuous talent acquisition for OUTsurance Broker,
• Developed strategic workforce and recruitment demand plans tailored to regional needs,
• Proactive plan evaluations conducted periodically,
• Mentored team members effectively, contributing to significant business success,
• Led meaningful performance enhancement conversations with OUTsurance Brokers,
• Identify skill gaps and recommend training solutions for OUTsurance Broker employees,
• Coordinated the implementation of identified training sessions,
• Ensured recognition of brokers' efforts in designated areas,
• Implemented measures to handle continued underperformance as per department guidelines,
• Managed team's leave planning efficiently,
• Serve as primary contact for grievance escalation from OUTsurance Brokers in the region,
• Implemented strategic risk control measures,
• Explain processes, control requirements and risk management frameworks affecting the sales process within the region,
• Ensured understanding of control reasons and potential consequences for non-adherence,
• Guaranteed adherence to compliance exams and attestations deadlines for OUTsurance Brokers in the region,
• Ensured OUTsurance Brokers completed mandatory compliance training before commencing work,
• Ensured adherence to all regulations through knowledge acquisition sessions,
• Inform team of planned policy, process, and procedure changes,
• Recognized new revenue streams,
• Managed and identified new business opportunities to expand the regional market for OUTsurance Brokers,
• Generate innovative sales strategies to increase engagement for OUTsurance Broker.

Transformation:

• Aligned operations with company transformation policies.

Reason for leaving : Personal time

• Developed outreach initiatives to increase brand awareness,
• Directed development and preservation of current portfolio assets,
• Maintained consistent quality control over portfolio's financial health,
• Preserved adherence to established procedures,
• Quoted rates for new business opportunities,
• Increased market share by quoting and underwriting commercial policies,
• Adhered strictly to company procedures while managing claims,
• Provided weekly feedback on target achievements and budget performance,
• Executed periodic assessments of policy adherence,
• Resolved cover-related discrepancies proactively,
• Successfully achieved organizational goals,
• Ensured prompt service by fostering teamwork and collaboration with internal departments,

• Enhanced brand exposure in various markets,
• Managed ongoing portfolio development,
• Oversaw existing portfolio to ensure consistent loss ratio,
• Enhanced policy retention initiatives,
• Quoted new business opportunities,
• Managing and facilitating solutions to issues with claims,
• Fostered enduring connections within the brokerage community,
• Managed and ensured thorough completion of necessary surveys for risk assessment,
• Coordinated with colleagues to maintain service efficiency,
• Created comprehensive weekly updates and monthly summaries on quotes,
• Requested and approved discounts for personal lines policies,
• Utilized advanced analytics to forecast portfolio performance,
• Dispatched regular unpaid account updates for broker review and potential policy retention,
• Educated staff about system functionalities and processes,
• Managed process of sending and discussing monthly renewals,
• Generating scheme renewals efficiently for timely forwarding to brokers,
• Kept brokers informed about notable changes in products,
• Managed individual growth and training regimen,
• Facilitated contract processing for recently onboarded agents,
• Maintained high performance standards as required by supervisors,
• Produced consistent reports detailing target fulfillment status to management,
• Establish budgetary guidelines based on broker needs,
• Collaborating with brokers to set achievable goals,
• Provided monthly budget analysis and target updates to brokers,
• Performed consistent reviews of policies on a monthly basis alongside brokers,
• Handled numerous claim procedures each month,
• Communicated extensive claim incidents for executive oversight,
• Streamlined policy agreements successfully,
• Aligned underwriting process with company protocols,
• Directed unresolved issues to appropriate managerial level,
• Enhanced team collaboration and communication,
• Addressed and clarified broker commission concerns,
• Coordinated essential ex gratia agreements,

Reason for leaving : Portfolio reallocated among main office consultants following branch shutdown.

• Acquired fresh clientele,
• Assessed and calculated premiums for latest policy offerings,
• Analyzing clients' financial requirements,
• Supported individuals in achieving their retirement goals,
• Designed multi-faceted approaches for effective wealth management.

Reason for Leaving : Sanlam had initially offered me a position where I would be building a short term insurance portfolio. After 4 months, I was told that I would need to build a life portfolio.

• Enhanced brand presence across Mpumalanga,
• Oversaw onboarding of new brokers joining Auto & General Business Insurance team,
• Expanded portfolio while maintaining its quality,
• Controlled risk exposure in existing investment set through regular monitoring,
• Upheld standards to ensure policy retention,
• Delivering comprehensive support to brokers daily,
• Facilitated prompt resolution of broker claim questions,
• Developed collaborative partnerships with brokers,
• Monitored internal interactions to guarantee swift and efficient service,
• Compiled accurate datasets reflecting ongoing quote activity along with newly acquired or cancelled accounts,
• Conducted training sessions for brokers in different products,
• Negotiated terms of monthly renewals with brokers,
• Communicated enhancements effectively to brokerage team,
• Proactively pursued personal and professional growth,
• Enabled smooth transition of new brokers through contract assistance,
• Consistently met targets established by management,
• Analyzed and documented progress on set goals for upper management review,
• Collaborated with brokers to set and negotiate targets,
• Gave consistent feedback on financial metrics to brokers every month,
• Managing policy agreements,
• Transferred contentious issues to the correct management authority,
• Facilitated accurate handling of commission-related inquiries.

Reason For Leaving : Headhunted by Sanlam

• Strengthened market awareness and recognition,
• Oversaw expansion and upkeep of existing investment portfolio,
• Maintained optimal loss ratios within the portfolio,
• Maintained policy compliance consistently,
• Generated and reviewed quotations for prospective clients while updating existing rate information,
• Addressed and resolved claims concerns efficiently,
• Cultivated effective broker networks and maintained consistent communication,
• Executed comprehensive surveys with a focus on mitigating risks,
• Streamlined interactions within departments for better service delivery,
• Compiled comprehensive data on quotes alongside tracking cancellations on a scheduled basis,
• Requested discounts on individual insurance policies,
• Increased accuracy in financial forecasting with data-driven strategies,
• Streamlining retention efforts with regular communication of policy status to brokers,
• Facilitated training programs for brokers on various systems,
• Ensured timely dispatch and negotiation of renewal documents,
• Negotiated scheme renewals within stipulated turn-around-times,
• Conducted personal development and training initiatives regularly,
• Conducted personal development and training initiatives
• Supported onboarding of new brokers through provision of essential documentation,
• Delivered regular monthly assessments of targets met and unmet,
• Created individualized budget plans based on broker needs,
• Facilitated discussions on performance metrics with brokers,
• Presented updates on budget performance and target achievements each month,
• Screened policies on a monthly basis alongside brokers
• Monthly multi claimants actioned,
• Disseminated large-scale claims data to company leadership,
• Enhanced contract stipulations through strategic negotiation,
• Underwrote policies adhering to company standards,
• Directed critical feedback to appropriate management teams,
• Developed strategies to enhance teamwork and collaboration,
• Providing solutions to brokerage commission questions
• Arranged ex gratia payouts when essential.

Reason for leaving : Mutual & Federal restructured

• Notification & registering of new claims (telephonically / online), Following up on claims daily, Appointing assessors, Verification of Agreement of Losses, Verification of insured’s banking details, Following up with repairers/suppliers on progress
• Liaising with insurers to ensure prompt and efficient service, Keeping insureds updated on status of claims, daily
• Following up on settlement to suppliers/insured
• Assisting clients with arranging of courtesy vehicles, Confirming premium payment with insurers, Assisting insured’s by arranging vehicle towing, if necessary
• Assisting clients on the correct procedure when submitting claims, Explaining the policy wordings of the different insurers to clients, Explaining the excess structure applicable on the policy, Confirming excesses with insurers, Liaising with assessors on reports and the outcome of the assessment, Maintain sound customer satisfaction, & good relationships with clients, Requesting ex gratia settlements where necessary
• Reason for leaving : Offer from Mutual & Federal

• Switchboard operator,
• Daily postage of client’s policy schedules,
• Directing clients to the correct call centers,
• Assisting brokers with current claims enquiries,
• Ordering of refreshments & stationary for the branch,
• Assisting clients with premium payments,
• Branch petty cash reconciliation,
• Daily banking,
• Assisting Portfolio managers to maintain current Brokers portfolios,
• Following up on outstanding information on personal lines policies,
• Commercial & Agricultural Group scheme policy maintenance,
• Personal policy maintenance,
• New business raised in accordance with standards and procedures,
• Underwriting in accordance with standards and procedures,
• Maintain relationships with brokers,
• Assist brokers with general queries,
• Assist brokers with feedback on claims,
• Quoting on new personal policies,
• Confirming claims history from previous insurers.
• Reconciling and raising of monthly and annual bordereaux, in accordance with standards and procedures,
• Annual and monthly Personal policy account queries,
• Annual & monthly Commercial & Agricultural policy account queries,
• Annual and monthly group scheme policy account queries,
• Refunds and nonpayment of premium queries, with insured/ broker,
• Assisted with broker commission payments.
• Assisting Portfolio managers with annual budgets, monthly statistics and information as required to be compiled, in accordance with standards and procedures,
• Assisted with daily branch operational functions.
• Forwarding all managerial correspondence and communications to the relevant brokers,
• Scheduling meetings between brokers and managers,
• Booking of venues for managerial meetings

• Operated switchboard systems efficiently
• Conducted thorough reviews to obtain required data on personal line insurance documents
• Maintained policies for Commercial Group schemes
• Maintained individual policy records
• Increased revenue streams while adhering to company protocols
• Executed underwriting following predefined standards and procedures
• Cultivate strong relationships with brokers
• Provided support to brokers on various inquiries
• Provide brokers with evaluations on claims
• Generated quotes for customer-specific personal insurance plans
• Confirming claims history from previous insurers.
• Reconciled and raised monthly and annual bordereaux per standards and procedures
• Managed annual and monthly personal policy account inquiries
• Managed annual and monthly Commercial & Agricultural policy account inquiries.
• Handled queries related to annual group policies
• Handled queries related to refunds and non-payment of premiums
• Assisted with broker commission payments and queries.

• Switchboard operator,
• Following up on outstanding information on personal lines policies,
• Commercial Group scheme policy maintenance,
• Personal policy maintenance,
• New business raised in accordance with standards and procedures,
• Underwriting in accordance with standards and procedures,
• Maintain relationships with brokers,
• Assist brokers with general queries,
• Assist brokers with feedback on claims,
• Quoting on new personal policies,
• Confirming claims history from previous insurers.
• Reconciling and raising of monthly and annual bordereaux, in accordance with standards and procedures,
• Annual and monthly Personal policy account queries,
• Annual & monthly Commercial & Agricultural policy account queries,
• Annual and monthly group scheme policy account queries,
• Refunds and non-payment of premium queries, with insured/broker,
• Assisted with broker commission payments and queries.

• Switchboard operator,
• Following up on outstanding information on personal lines policies,
• Commercial & Agricultural Group scheme policy maintenance,
• Personal policy maintenance,
• New business raised in accordance with standards and procedures,
• Underwriting in accordance with standards and procedures,
• Maintain relationships with brokers,
• Assist brokers with general queries,
• Assist brokers with feedback on claims.

• Ensured timely dispatch of scheduled policies each day,
• Facilitated efficient client redirection,
• Aiding brokers with ongoing claim inquiries,
• Coordinated refreshment provisions for branch events and meetings,
• Facilitated the completion of premium transactions,
• Managed accuracy of branch financial records through reconciliation processes,
• Processed daily financial operations efficiently,
• Assisting Portfolio managers to maintain current Brokers portfolios,
• Ensured completion of required information on personal insurance policies,
• Handled upkeep for group scheme policies in commercial and agricultural sectors,
• Ensured accuracy in upkeep of personal policies,
• Attracted business opportunities within procedural compliance,
• Maintained compliance with underwriting guidelines,
• Develop and sustain partnerships with brokers,
• Aid in resolving general inquiries from brokers,
• Support brokers by delivering comprehensive feedback on claim evaluations,
• Established quotations for individualized insurance policies,
• Confirming claims history from previous insurers,
• Maintained adherence to protocols through accurate bordereaux reconciliation,
• Handled monthly and annual personal policy account inquiries,
• Handled annual and monthly policy account queries for commercial clients,
• Handled yearly and monthly group scheme policy account inquiries,
• Resolved issues related to non-payment of premiums collaborating with brokers and the insured,
• Assisted with broker commission payments,
• Aided Portfolio Managers by compiling annual budgets and monthly statistics,
• Assisted with daily branch operational functions,
• Forwarding all managerial correspondence and communications to the relevant brokers,
• Organizing discussions between brokerage team and senior executives,
• Coordinated event spaces for executive gatherings.