THABANG MOTLOUNG
Johannesburg
Summary
Results-driven professional with strong experience in team leadership, operational management and Broker relationship management within Discovery Life. Possesses sound knowledge of Life products, business processes, policy administration and customer service operations. Skilled in driving team performance, managing escalations, resolving client and Broker queries and maintaining service level agreements and turnaround times. Builds and maintains strong stakeholder relationships while focusing on service excellence, continuous improvement, staff development and achieving business objectives.
Overview
11
11
years of professional experience
Work History
Client Services Team Leader - Correspondence
Discovery Life
Johannesburg, South Africa
07.2025 - Current
- Oversee customer queries, complaints, escalations, policy document requests, and walk-in services, ensuring timely resolutions and compliance with business processes and regulatory requirements, including POPIA.
- Managed daily team operations, overseeing workflow, queue management, turnaround times (TWT), service level agreements (SLAs) and productivity monitoring to achieve operational targets.
- Monitored and analysed team performance, quality assurance (QA), complaints and service trends, delivering regular performance reports, feedback and corrective action plans to enhance service delivery.
- Lead staff management and development, including performance reviews, one-on-one sessions, refresher training, onboarding, staff motivation and talent management.
- Drive continuous improvement through system testing, defect reporting, CSI initiatives, project coordination, process enhancements, and effective communication of business updates and performance objectives.
Broker Relationship Manager
Discovery Life
Johannesburg, South Africa
04.2021 - 06.2025
- Cultivated strong relationships with brokers and franchises through regular engagement, visits, and proactive support, enhancing collaboration and trust.
- Delivered personalised advice and efficient assistance with quotations, addressing quote-related queries and product enquiries to streamline processing and activation of signed quotes.
- Resolved broker and client escalations and complaints promptly, ensuring exceptional service delivery and maintaining high customer satisfaction levels.
- Maintain service level agreements (SLAs) and turnaround times (TWT), support product launches through system testing, and assist with staff training, onboarding, and knowledge sharing.
Discovery Life Servicing
Discovery Life
12.2018 - 04.2022
- Servicing Consultant (Senior)
- Assisting Brokers with initiating quotes and quote related queries
- Processing and activating signed quotes
- Assisting Brokers telephonically with product related queries
- Independently handling and managing escalations from Brokers
- Timeously resolving Broker and Client complaints
- Assisting with System testing for Product launches
- Maintaining SLA and TWT on all work received Conducting regular franchise visits to build and maintain healthy relationships with Brokers, Office managers and BDM's. - Assisting management with training and helping new staff
Discovery Life Client Services
Discovery Life
01.2017 - 12.2018
- Communications Consultant
- Handling product related queries from clients
- Assisting clients with non-commissionable changes
- Assisting clients with initiating, processing & activating quotes
- Assisting Banks with noting cessions on clients policies
- Logging, managing and resolving client complaints
- Assisting walk-in clients at the walk-in centre
Wealth Management Learnership
Discovery Life
01.2016 - 12.2016
- Learner
- This qualification is generic in the management and creation of wealth that builds introductory knowledge, skills, attitudes and values required for learners to operate in the financial services industry
Education
NQF Level 6 - Management Leadership Development Programme
UCT Graduate School of Business
Johannesburg01-2026
Wealth Management NQF 5 -
01-2016
National Senior Certificate -
01-2008
Skills
- Team Leadership & Performance Management
- Discovery Life Product Knowledge & Processes
- Broker & Stakeholder Relationship Management
- Operational Management & Service Delivery
- Reporting, Analysis & Continuous Improvement
Reference
- Mpumi, Nxumalo, Manager, mpumin@discovery.co.za, 0824381493
- Elaine, Dhlamini, Manager, Elained@discovery.co.za, 0723509094
Timeline
Client Services Team Leader - Correspondence
Discovery Life
07.2025 - Current
Broker Relationship Manager
Discovery Life
04.2021 - 06.2025
Discovery Life Servicing
Discovery Life
12.2018 - 04.2022
Discovery Life Client Services
Discovery Life
01.2017 - 12.2018
Wealth Management Learnership
Discovery Life
01.2016 - 12.2016
NQF Level 6 - Management Leadership Development Programme
UCT Graduate School of Business