To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results. Ensure inbound and outbound policy sales, based on contacts and campaigns. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
Operations Management
Supervise others working within established operational systems.
Customer Management
Manage relationships with clients and act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
Customer Needs Clarification
Ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.
Operational Compliance
Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Performance Management
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
Leadership and Direction
Explain the local action plan and targets to support team members in their understanding of what needs to be done and how this relates to the broader business plan; motivate people to achieve local business goals and targets.
Organizational Capability Building
Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Insights and Reporting
Contribute to the preparation of various ad hoc data and analytics reports.
Personal Capability Building
Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.
General Education
Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); Degree and/or diploma in business/marketing (Advantageous)
General Experience
4 or more years call centre sales experience (Essential); Experience in Financial Services Industry (Advantageous)
Managerial Experience
1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
- SAQA Accredited Equivalent - it is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.
- Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
