Manage and motivate the team in order to deliver an excellent client experience and support the achievement of sales targets.
Requirements
- Matric (grade 12) certificate (essential).
- NQF level 5 qualification approved by FSCA or equivalent relevant qualification (essential).
- Diploma in Business Management and or equivalent relevant qualification (essential).
- 2 years in a sales environment, doing outbound calls and cold calling (desirable).
- Regulatory Exam 5 (essential).
- Minimum 2 years of managerial sales team leader experience supervising financial advice (essential).
- Develop plans to achieve sales targets in line with client centric practices.
- Manage the adherence to operational processes, policies and legislative requirements.
- Develop action plans and initiatives to drive sales, motivate team and improve performance.
- Communicate and implement approved team targets within area of responsibility.
- Implement action plans to achieve sales targets and business goals.
- Effectively manage all day-to-day team activities and escalations.
- Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance and quality of calls.
- Regularly assess team members' performance against targets and implement actions to increase performance.
- Assess service delivery based on engagements with business, stakeholders and relevant analytics and implement plans for improvement.
- Maintain effective and efficient record keeping on the relevant system.
- Conduct regular engagement with team members in order to cascade information and team objectives.
- Cultivate and manage working relationships with a variety of stakeholders.
- Analyse, identify trends and report on team performance and productivity.
- Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
- Implement measures to address non-performance within the team.
- Identify operational efficiencies and make recommendations for improvement.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Provide regular reports on delivery of services
- Provide authoritative, expertise and advice to clients and stakeholders
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment
- Equity principles and MMI values
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Support effective workforce planning practices to ensure that staffing requirements are accurately forecasted
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved
- Encourage innovation, change agility and collaboration within the team
- Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
- Plan and implement a cycle of medium term improvements to drive pricing of services and products.
- Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
- Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
- Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.
