Job Description

JOB PURPOSE

Manage a team's performance outputs within the retentions department.

RESPONSIBILITIES

Operations Management

Supervise others working within established operational systems. Oversee and manage a retention team in line with targets, company goals, objectives, policies and procedures. Maximise customer retention. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times.

Customer Service

Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Performance Management

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. Respond to personal objectives and use performance management systems to improve personal performance

Operational Compliance

Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Ensure compliance with all necessary fit and proper requirements.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Client & Customer Management

Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Build, maintain and manage effective relationships with all internal and external stakeholders.

Insights and Reporting

Ensure accurate Management Information including analysis on trends; day to day reporting; and monthly reporting.

Work Scheduling and Allocation

Design own monthly schedule and, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Organizational Capability Building

Plan and implement actions to build the team's capabilities. Provide training, coaching, guidance and counselling to others in own area to enable them to improve performance and fulfill personal potential.

BEHAVIORAL COMPETENCIES

Drives Results

Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service

Ensures Accountability

Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.

Plans and Aligns

Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Directs Work

Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur

Develops Talent

Develops people to meet both their career goals and the organization's goals. For example, shares own experience and expertise with others if asked. Provides constructive feedback and other support for other people's development.

Instills Trust

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.

Optimizes Work Processes

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.

Courage

Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

Demonstrates Self-Awareness

Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. For example, seeks and reflects on feedback; actively integrates and applies key insights to enhance effectiveness. Clearly understands own impact on others and willingly makes adjustments when needed.

Tech Savvy

Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.

Situational Adaptability

Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early.

Builds Networks

Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.

Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Action Oriented

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.

Manages Conflict

Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

Decision Quality

Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Business Insight

Applies knowledge of business and the marketplace to advance the organization's goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.

Self-Development

Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.

SKILLS

Planning and Organising

Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

Customer Service Delivery

Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Action Planning

Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

Verbal Communication

Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

Policy and procedures

Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organisational strategies and objectives.

Review and Reporting

Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

Data Collection and Analysis

Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making.

Learning and Talent Development

Works without supervision and provides technical guidance when required on motivating all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.

Customer System Operation

Works without supervision and provides technical guidance when required on understanding and effectively operating all customer management systems.

Compliance Management

Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.

EDUCATION

General Education

Grade 12/ SAQA Accredited Equivalent (Essential)



Regulatory Examination (Essential)



FAIS recognized qualification (Essential)



Class of Business Certification (Essential)



NQF level 6 (Advantageous)



Wealth Management Qualification (Advantageous)

EXPERIENCE

General Experience

3 - 6 years customer service and/or sales and/or retentions experience within a call centre environment. (Essential)



3 years work experience in a Long term Insurance environment. (Advantageous)

Managerial Experience

3 - 6 years people management experience.

ADDITIONAL INFORMATION

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.